Facilities Manager

Reporting to the Executive Business & Facilities Manager, the Facilities Manager will provide visible, accountable leadership for Rossie’s catering, household and reception services. The postholder will ensure these services operate as one coordinated services function that supports the safety, wellbeing, dignity and day-to-day experience of young people, while providing a professional and welcoming first point of contact for families, visitors, partners, inspectors and other stakeholders.

The role is responsible for consistent standards, service planning, quality assurance, compliance, budget control and continuous improvement across catering, household, laundry and reception. The postholder will work closely with Care, Education, Specialist Intervention, Health and Wellbeing, Facilities, Human Resources and Finance to ensure services are safe, trauma-informed, rights-respecting, efficient and aligned with Rossie’s values and strategic priorities.

MAIN TASKS

• Lead and coordinate the catering, household, laundry and reception functions, ensuring clear standards, effective deployment and reliable service delivery.

• Provide direct line management, supervision, appraisal, performance management and development for the relevant team leaders and staff.

• Ensure Catering Services compliance with food safety, hygiene, allergen management, COSHH, health and safety, infection prevention, confidentiality, data protection and secure-site requirements.

• Manage delegated budgets, procurement, stock, contracts and resources, demonstrating value for money and appropriate financial control.

• Promote environments and services that are homely, welcoming, inclusive and responsive to the needs, rights, culture and preferences of young people.

• Work collaboratively across Rossie and provide clear assurance to the Executive Business & Facilities Manager on performance, risks and improvement activity.

ACTIVITIES

Leadership, People and Culture

• Provide visible leadership across catering, household, laundry and reception, setting clear expectations for conduct, attendance, presentation, customer service, quality, efficient delivery and teamwork.

• Translate organisational priorities into practical team plans, objectives, rotas, service standards and measurable outcomes.

• Recruit, induct, supervise, coach and appraise staff in line with Rossie policies, ensuring probation, attendance, capability, conduct and performance matters are addressed promptly and fairly.

• Ensure staff receive mandatory and role-specific training, including food safety, allergen awareness, COSHH, manual handling, infection prevention, information governance, safeguarding awareness and secure-site procedures.

• Hold regular structured team meetings, promote effective communication and ensure actions and decisions are recorded and followed through.

• Promote Rossie’s values of Authenticity, Bravery, Compassion, Integrity and Togetherness and build a culture of high support, high standards and continuous improvement.

Catering and Food Services 

• Lead the safe, efficient and high-quality delivery of catering services across Rossie, including daily meals, snacks, special diets, hospitality and organisational events.
• In collaboration with the Chef Manager, ensure menus are nutritionally balanced, varied, appealing and developed with appropriate input from young people and relevant professionals.
• Maintain effective systems for allergen control, dietary requirements, food traceability, temperature monitoring, cleaning schedules, personal hygiene and food-safety records.
• Ensure Catering Services compliance with applicable food hygiene and environmental health requirements and maintain readiness for inspection at all times.
• Oversee the management of purchasing, stock rotation, waste reduction, portion control and supplier performance, balancing quality, sustainability and value for money.
• Work with care, health and education colleagues to ensure catering supports individual plans, cultural requirements, celebrations, learning and positive experiences around food.
• Ensure hospitality and special functions, including those outside normal hours, are planned, resourced and delivered to an agreed standard.

Household, Cleaning and Laundry Services

• Lead household and laundry services to maintain clean, safe, comfortable and well-presented environments across residential, education, office and communal areas.
• Implement documented cleaning schedules, environmental checks and audit arrangements, with clear corrective action where standards are not achieved.
• Ensure Household Team maintain a homely approach across our care services while meeting hygiene, infection prevention, security and regulatory expectations.
• Ensure oversight of safe procurement, storage, use and disposal of cleaning chemicals and equipment in accordance with COSHH assessments, manufacturer instructions and secure-environment controls.
• Maintain effective laundry and linen systems that protect dignity, minimise loss or damage and ensure young people’s clothing and personal items are handled respectfully.
• Coordinate room and venue preparation for meetings, visits, events and special functions in partnership with relevant departments.
• Monitor equipment condition, servicing needs and defects, escalating maintenance and replacement requirements promptly.

Reception, Visitor Experience and Security 

• Manage reception as Rossie’s professional and welcoming first point of contact, ensuring consistently courteous, trauma-informed and confidential communication.
• Ensure robust visitor-management arrangements, including sign-in, identity checks, badges, access permissions, key control, security briefings and escalation of concerns.
• Oversee telephone, email, mail, deliveries, room bookings and visitor information systems, ensuring enquiries are directed and recorded appropriately.
• Ensure reception staff understand safeguarding, confidentiality, data protection, emergency and business-continuity procedures relevant to their role.
• Maintain accurate reception records and ensure information is only shared with authorised individuals on a need-to-know basis.
• Review feedback from visitors and internal stakeholders and use it to strengthen reception standards and the wider visitor experience.

Quality Assurance, Compliance and Risk

• Maintain a proportionate quality assurance programme covering service observations, hygiene checks, record sampling, customer feedback, stock controls and compliance audits.

• Use findings, complaints, compliments, incidents, near misses and audit information to identify themes, assign actions and verify that improvements are sustained.

• Maintain service risk assessments, COSHH assessments, safe systems of work and relevant business-continuity arrangements in conjunction with the Site Manager and Health and Safety leads.

• Escalate serious or recurring concerns promptly to the Executive Business & Facilities Manager, together with clear recommendations and timescales.

• Support external inspections, audits and regulatory visits by ensuring records, environments and staff practice are consistently inspection-ready.

• Contribute to policy and procedure development relevant to catering, household, reception, visitor management and hotel services.

Finance, Procurement and Resources

• Prepare and manage delegated budgets, monitor expenditure and forecasts and provide timely explanations of variances.

• Operate within Rossie’s financial regulations, procurement requirements and delegated authority, securing appropriate approvals before commitments are made.

• Monitor supplier and contractor performance, service levels, quality, pricing and compliance, escalating concerns and supporting tender or review activity as required.

• Maintain oversight of effective stock, asset and inventory controls to ensure reduce avoidable waste, loss and duplication.

• Produce business cases and recommendations for service changes, equipment or investment, supported by evidence of need, risk, benefit and cost.

Collaboration and Corporate Responsibilities 

• Work collaboratively with all Rossie departments to provide integrated services that support young people and the effective operation of the campus.
• Contribute to organisational planning, meetings, projects, events and improvement activity as requested by the Executive Business & Facilities Manager.
• Promote safeguarding, equality, inclusion, sustainability, information governance and health and safety within the scope of the role.
• Maintain professional knowledge and continuing development relevant to hospitality, facilities, people management and the secure-care environment.
• Work flexibly, including occasional planned work outside normal hours, to support events, incidents or service requirements.