Harrods - Operations Maintenance Manager

Harrods - Operations Maintenance Manager

CANDIDATE BROCHURE OPERATIONS MAINTENANCE MANAGER

WELCOME “Welcome to Harrods and thank you for your interest in this role within the Facilities team. Having had a career which spans more than 30 years at Harrods, of which I am enormously proud, I can honestly say that it is the variety and daily challenge that never fails to excite me. Every day brings new opportunity and our search for a leader in this field requires an individual who will embrace this and be committed to our shared goal of delivering excellence for our customers. Our owners share our commitment and continue to invest in a truly unique venuewhere the blend of cutting-edge technology and thoroughbred heritage come together to make Harrods what it is today - a place without equal. We are lucky to play a part in the long history of this globally recognised brand and this iconic building, which is equally recognised the world over. TheManager role is key to the success of Andrew’s team, my division and our business. You will be responsible for making sure we always deliver for our customers, every day, without fail, and you will take pride in having that responsibility. Our building is complex - some say the most complicated building in Europe - and of a scale and age which presents challenges. But it also presents opportunities for the successful candidate to deliver a legacy that they can be proud of. Enjoy the brochure, be excited, and I look forward to welcoming you in store soon”

James Healy - Director of Store Operations

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TABLE OF CONTENTS

INTRODUCTION..............................................................................4 - 5 WELCOME TO HARRODS.........................................................6 - 9 LOCATIONS.....................................................................................10 - 11 VALUES..............................................................................................12 - 15 JOB DESCRIPTION. ...................................................................16 - 17 PERSON SPECIFICATION......................................................18 - 21 WORKING FOR HARRODS................................................. 22 - 23 TEAM STRUCTURE................................................................. 24 - 25 APPLICATION PROCESS AND ADDITIONAL INFORMATION............................................................................ 26 - 27

INTRODUCTION Opened by Charles Henry Harrod, an East End grocer and tea merchant, in 1834, relocating to Knightsbridge in 1849, the Harrods store is recognised globally as a symbol of excellence. The desire to make the impossible possible is embedded in their culture. This is why today; they ask all of their colleagues to believe in the Art of the Possible. To challenge all conventional views of what is and isn’t possible and in turn creating new possibilities into an art form. Harrods are seeking to appoint an Operations Maintenance Manager to be the subject matter expert in building fabric maintenance, leading on PPM, reactive tasks and minor works. Working closely with the Head of Facilities, as the Operations Maintenance Manager, you will play a key role in the delivery of the estate’s fabric maintenance strategy, with the remit to lead both our dedicated in-house fabric maintenance team and outsourced providers to ensure Harrods remains safe, operationally stable and aligned with the quality of our brand.

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If you are looking to take the next step in your career with a dedication to Fabric Maintenance in a role that addresses real business operational challenge, this role will open doors for you. We offer great pathway opportunities to develop your career as a team leader in an environment unlike any other.

WELCOME TO HARRODS

As many lives, generations, cultures and stories pass through our doors, our mission remains unchanged: to service the needs and aspirations of our customers, to create new stories and bring moments of delight. Whoever they are and wherever they come from, our customers can always expect to be treated with grace, courtesy and care.

Opened by Charles Henry Harrod, an East End grocer and tea merchant, in 1834, relocating to Knightsbridge in 1849, our store is recognised globally as a symbol of excellence. It was after a fateful evening in 1883 that our defining moment came. On this night, despite the store burning down; we still

managed to fulfil all Christmas orders on time and exceeded all of our original trade targets. Since this event and the unswerving determination

of our people that followed, the desire to make the impossible possible became embedded in our culture. This is why today we ask all of our colleagues to believe in the Art of the Possible. To challenge all conventional views of what is and isn’t possible and in turn creating new possibilities

into an art form. This is what drives us, this is our flame.

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Since 2010, our Owner Qatar Investment Authority (QIA) has supported our decision to invest into the evolution of the store. From Fashion Designer rooms to extended beauty Halls, food halls and restaurants, every aspect of the store is being re- imagined to optimise the customer experience and enable us maintain our place as the masters of luxury and the experts of exceptional. Every year, over 60 million domestic and international visitors connect with us online and through our stores in Knightsbridge, Heathrow and Gatwick airports as they wish to experience something unique that is quintessentially British. This can only be possible with the dedication of our people. Speaking in Mandarin, Arabic, French or English ( just to name a few), they are trusted experts and guides who help customers make the most informed and inspired choices possible. Our people are our strength - their unique personalities and their desire to exceed expectations are what enables us to make the impossible possible for our customers. Our customers are at the heart of our success. They’re the reason we exist, and we never forget it. And we’re always looking for new exceptional people who want to connect to them, to delight them and to become part of our story.

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We are truly unique - a house of maisons, a modern atelier, a

workshop of wonders, a convener, patron and a celebrator of the world’s finest. Known around the world as one of the great luxury emporiums, we offer a transformative experience to customers who know that true value of exceptional goods and services lies beyond price. We are committed to excellence and artistry, inspired to reinvent and surprise, ensuring our position as a leader in the category.

LOCATIONS

KNIGHTSBRIDGE Harrods is a truly iconic landmark known all over the world – we work in and around the beautiful Harrods building. We’ve been located in Knightsbridge since 1849 when our founder Charles Henry Harrods moved his business here from East London. Today, Harrods is one of the world’s few single-site department stores, occupying a prime five-acre site along the Brompton Road. What the customers see is only part of our story– we have a distribution centre hidden beneath the city in seven underground floors, kitchens galore, a fantastic bespoke alterations team, state of the art security and our retail support teams. The Harrods store is rich in history but modernising all the time. We’re proud to be part of its development. HAMMERSMITH Harrods Headquarters and home to many of our exceptional teams. From HR, eCommerce, Creative, Marketing, Corporate, Buying and many more, over 800 of our people are now based in our two towers and eight floors of modern office space. Situated in a prime position between Hammersmith and Kensington Olympia. These offices are more spacious than Knightsbridge, and they are open plan and flexible with lots of areas to be creative.

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THATCHAM Our state-of-the-art distribution centre is in Thatcham, West Berkshire. The site receives luxury merchandise from all over the world and services our Knightsbridge store, airport boutiques and expanding e-commerce operations. With automated processing, low bay areas, a modern mini-load system and brand-new warehousing vehicles, Thatcham’s activities are slick, smooth and of the highest standards. HARRODS STUDIO The Harrods studio teams create all of the product shots and descriptions for harrods.com, along with supporting creative requests for the wider business. From fairytale ball gowns, food and fine jewellery to homewares, handbags and Harrods teddy bears, up to 3,000 products a week make their way through scheduling, styling, photography and copy to deliver the best possible experience for Harrods’ online customer base. H CAFÉ - HENLEY Our stand-alone café in Henley. H café operates as a lifestyle destination; showcasing a curated range of gifting options across food, drink and home accessories. Plus, our customers can order straight from our store and pick up their purchases with our click and collect service. HARRODS OUTLET - WESTFIELD LONDON The outlet has been designed to support higher levels of social distancing by allowing more space for customers to browse Harrods renowned sale while simultaneously enabling a wider product selection of new-season and exclusive product in our Knightsbridge store. The outlet will offer a curated edit of premium stock from the existing season; supporting the business in retailing remaining stock in a responsible and sustainable way.

1 VALUES We have five employee values that will show us the way. These Values are

Our people make the difference and set us apart. We are warm, curious, humble and genuinely interested in others. We believe there is no substitute for thoughtfulness, civility and care. We really care. About our people, our customers and each other. We believe there is great reward in going further, pushing for greater and exceeding expectations. It’s our pleasure to bring magic and create marked moments of delight. This is what drives us to go beyond, for each other, and for our customers. We act all times with initiative, confidence, good manners, integrity and discretion. We work hard to continuously build our knowledge and cherish our relationships to be trusted experts and guides. We act responsibly and do the right thing. We are very proud of our trusted brand, our heritage and our store. We recognise it is our people who bring the brand to life by doing things properly, taking ownership and being attentive to detail. We believe every detail matters, and everything means something. We believe we are so much better when we work together. We really value teamwork. We celebrate all cultures, backgrounds and experiences, and look outward (as well as inward) for inspiration and ideas. We are not one voice, but many, aligned by our values but free to be ourselves.

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the behaviours and ways of working that we attach the most importance to at Harrods. We use our Values to illustrate how we want to be with each other, with customers, with suppliers and other stakeholders.

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At Harrods, we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

JOB DESCRIPTION

The Operations Maintenance Manager is responsible for ensuring Harrods standards are met and exceed stakeholder expectations. They lead a dedicated team of maintenance professionals and directly manage outsourced providers where appropriate. They will proactively plan to prevent issues but equally complete reactive tasks with an appropriate urgency to ensure Harrods remains safe, operationally stable and aligned with the quality of our brand.

Job Title: Location:

Operations Maintenance Manager Based at Harrods in Knightsbridge Head of Facilities, Store Operations

Reporting to:

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PRINCIPLE ACCOUNTABILITIES

• Lead the Maintenance Team in every respect including behaviours and standards. • Ensure delivery to the Harrods standard and maintain an auditable record of works/checks. • Identify areas for improvement and develop/implement plans to achieve an agreed objective . • Plan works to ensure results are achieved with minimal impact on the business or operations. • Communicate effectively at all levels including Directors and other stakeholders who might be from a non-technical background. • Manage the budget and contribute to periodic reports as required. • Develop solutions and options for challenges and present business cases where required. • Identify suitable third party partners and ensure they are procured, deployed and managed correctly. • Work closely with the Development Team to understand projects in the design phase and manage handover/defects period appropriately. • Audit works and ensure standards and expectations are met or exceeded where appropriate. • Contribute to the Facilities Management senior leadership team.

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PERSON SPECIFICATION

CORE COMPETENCIES

• Trade/Project Management experience and qualifications – expert in their field. • Team leadership including management, direction, objective setting and mentoring. • Demonstrates good judgement and appropriate/timely decision making. • Operationally focussed but with the ability to be tactical and strategic. • Effective communicator/collaborator who works with others to achieve a common objective. • Open-minded and articulates options/solutions to achieve a stated objective. • Committed and accountable – takes their responsibility to their team, colleagues and the business seriously. • Resilient and professional under pressure - persuasive and robust when required. • Appreciates the complexities of leading a team and working in a large organisation. • Manages stakeholders and Directors effectively and appropriately. • Manages programmes and budgets in a structured/organised. • Experience of heritage projects and Listed Buildings is advantageous.

Key Performance Indicators • Ensure all areas of the Store are maintained to the highest standards. • Ensure all work is logged, prioritised and delivered against an agreed standard and scheduling . • Manage budget to tolerance of -5% to +0%. • Ensure employee numbers are kept at the required levels and aligned with shift patterns that continually meet the demands of the business. • Ensure all employees have a performance review which contains an adequate assessment of performance and an appropriate development plan in place. • Ensure sickness and absence levels for the sections remain within the agreed company % targets.

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Competencies • Team Leader • Provide Knowledge & leadership to FM team • Manage works outside of normal hours • HR literate

• Heritage Building experience • Budget planner & manager

• Managing CAPEX Project warrants • Manage stakeholder expectations • Procure & Manage external contractors as required • Formal reporting standards to be supported • Open & accountable • Persuading & Influencing

WORKING FOR HARRODS If you are looking to take the next step in your career with a dedication to electrical engineering and maintenance in an environment unlike any other, this role will open doors for you. Harrods offer great pathway opportunities to develop your career as a specialist and expand your career horizons.

Tell me about Harrods benefits!

We have a whole host of benefits at Harrods and it’s all in our dedicated benefits portal that you will be given access to if you join the business. Below is just a taster of some of the great benefits Harrods employees enjoy. Staff Discount You can enjoy up to 33% discount off purchases within store using your Harrods rewards card plus earn points on your purchases that can be redeemed as cash at any time. Business Clothing Discount You can get 50% off clothing items that you purchase in store to wear at work. What you can purchase depends on where you work and your job role. Season Ticket Loan Up to £10K interest free loan payable over 10 months for an annual ticket (or you can apply for a six-month loan payable over 5 months). Harrods Management Pension Scheme (HRSP Longstanding) You can join the HRSP Longstanding Management pension scheme and contribute a minimum of 6% of your salary which we will match with 10%. Private Medical Cover You are entitled to Single cover for Private Medical with our provider BUPA.

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Holiday Allowance You will receive 25 days holiday rising to 27 days over a five-year period. Day off for your Birthday or Wedding / Civil Partnership Enhanced Maternity 10 weeks full pay followed by £50 per week top up to statutory depending on your length of service. You will also be able to apply for a £1000 interest free loan on return to work to help with childcare. Sabbaticals You can apply for an unpaid sabbatical after 3 years’ service. Corporate Health Service Support from a doctor, clinician and occupation health specialists through line manager referral. You can also take advantage of free flu jabs, mental health support, physiotherapist, discounted massage and podiatry. LifeWorks Harrods employee assistance programme to provide everyday support in times of need. Other benefits include: Cycle-to-Work Scheme – save tax and national insurance on our cycle to work schemes Employee Loans at competitive rates and repayments deducted from your pay National Art Pass – access hundreds of galleries, historic houses and exhibitions for free or at discounted rates with an Art Pass (discounted for Harrods employees). High Street and Leisure discounts - A huge variety of discounts on shopping, utilities, financial products, hotels, travel and more from our benefits website. Discounted Health Cash Plans - Cash plans to help with dental, optical and general health costs Annual GymMembership - Discounted gymmembership from wide variety of gyms deducted directly from your salary (after six months service). Recognition Harrods Award for Excellence - Our top recognition scheme with an Oscars style ceremony that celebrates the very best about our employees and our values. Knightsbridge Club - Celebrates exceptional service delivered by exceptional people Long Service Awards - Our Long Service Awards recognise the long-standing loyalty of our employees over key milestones every 5 years with awards ranging from £750 to £10,000. Instant Recognition - Our way for managers to make a quick reward for standout performance on the spot.

TEAM STRUCTURE

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HEAD OF FACILITIES

MAINTENANCE MANAGER

SUPERVISOR (DAYS) B

SUPERVISOR (NIGHTS) (MON-THU)

SUPERVISOR (DAYS) A

OPERATIVES (DAYS) B X3

OPERATIVES (NIGHTS) X1

OPERATIVES (DAYS) A X3

APPLICATION PROCESS AND ADDITIONAL INFORMATION Harrods are being supported on this recruitment campaign by the search consultancy The Management Recruitment Group (MRG).

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To arrange a confidential briefing conversation please contact our retained advisors Matthew Donovan ([email protected] | 07964 465 343) Matthew Giles ([email protected] | 07530680159) of MRG. Applications should consist of a comprehensive CV (of not more than 4 pages). Applications should be sent to [email protected]. At Harrods, we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.