The Role
This role manages operational delivery and client relationships for a specific site, overseeing all Facilities & Workplace services and ensuring client satisfaction and strong commercial performance. Reporting to the Community/Account Director in North Carolina, you’ll also manage a direct report, the Office Coordinator in Philadelphia, and third-party suppliers.
The Client’s Key Priorities For The Office Include
- Attracting talent with a diverse, amenity-rich workplace.
- Creating a 5-star hotel-like office experience to encourage employees' return.
- Retaining talent through vibrant, inclusive services such as high-end amenities (barista, snacks, wellness rooms).
- Promoting collaborative workspaces with unassigned desks, quiet zones, and varied meeting spaces.
Department Services Employment Type Permanent Location North Carolina Workplace type Onsite Compensation $80,000 - $100,000 / year
What will you be doing?
Responsibilities
This role ensures the delivery of all hard and soft Facilities services, meeting SLAs, cost, and reporting requirements. You will manage relationships with suppliers, landlords, and tenants, addressing service issues, complaints, and incidents. Responsibilities include:
- Developing strong client relationships and delivering an Account Management Plan.
- Overseeing incident management, out-of-hours support, and reporting.
- Managing budgets, scrutinizing costs, and seeking approval for recharges.
- Identifying and implementing opportunities for additional services.
- Ensuring compliance with regulatory and H&S requirements.
- Managing workplace operations, supplier coordination, quality checks, and event management.
- Providing a 5-star hospitality experience for employees and visitors.
Who are we looking for?
- Alignment with our company behaviours: Play To Win, Own Your Outcome, Solve It Together, Help Each Other Grow
- Confident communicator with strong relationship-building skills.
- Experienced in client relationship and account management.
- Expertise in hard/soft Facilities Management and H&S.
- Skilled in managing suppliers, helpdesk, and incident response.
- Knowledge of property operations, especially in retail/hospitality.
- Proficient in creating operational reports.
- Proactive, flexible, and hands-on with strong problem-solving skills.
- Calm under pressure, effective in emergencies.
- Takes ownership of work, client feedback, and financial matters.
- Engaging and eager to learn and improve.
What's in it for you?
- Competitive pay scales reviewed annually
- Discretionary annual company bonus
- Private healthcare and life cover
- A focus on connectivity and bigger relationships as part of our workplace experience strategy
- Bespoke training programmes and our bespoke ‘Instant Learning’ portal
- Reward Gateway (discounts!)
- Wellbeing Centre
- Global Employee Assistance Programme
- Brilliant colleague recognition scheme, with quarterly and annual ‘Let’s Celebrate’ awards (with great prizes!)
- Generous referral scheme
- Laptop / tech provided
At The Instant Group, we prioritise our people and our clients. We are committed to fostering diversity, equality and inclusion, providing equal opportunities in all aspects of employment. Our goal is a workforce that truly reflects society and our customers, creating an environment where every employee feels respected and empowered. When hiring or promoting from within, we see diverse experiences from a variety of backgrounds and welcome all applications regardless of age, gender, race, ethnicity, sexual orientation, religion, disability status or any other dimensions of diversity. Should you need any reasonable adjustments made to this application process, please don't hesitate to let us know. We use AI to help us assess applications fairly and objectively.
About The Instant Group
The Instant Group has been rethinking workspace since 1999 with over 500 experts working globally across more than 175 countries. Instant’s digital platforms constitute the world’s largest digital marketplace for flexible workspace listing meeting rooms, virtual offices, flexible office space and coworking memberships. Its global team advises on commercial real estate solutions from serviced offices to fully customised managed offices, and consulting services for portfolio and net zero strategies.
Instant’s approach enables agility, hybrid working solutions and improved operational resilience for more than 250,000 businesses every year. Clients include Prudential, Booking.com, Shell, Jaguar Land Rover and GSK. Instant has global offices including London, Paris, New York, Hong Kong, Singapore and Sydney.
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