Client Overview
Contact a Family is a leading UK charity dedicated to supporting families with disabled children, providing information, advice, and practical assistance to thousands of people nationwide. To support its mission effectively, the organisation required a Facilities and Administration Manager to oversee the smooth operation of its London headquarters, ensuring a safe, efficient, and well-managed working environment for staff, visitors, and partner organisations.
The role was critical in maintaining operational continuity, managing facilities services, and supporting the organisation’s wider administrative and workplace functions.
The Challenge
Contact a Family required an experienced facilities professional capable of taking ownership of both facilities management and administrative operations within a busy charitable environment.
The successful candidate needed to balance day-to-day operational delivery with strategic improvements to workplace services, compliance, and building management.
Key responsibilities included:
- Managing all facilities and premises-related activities
- Overseeing health & safety compliance and risk management
- Managing relationships with tenants occupying space within the building
- Coordinating maintenance programmes and building services
- Managing supplier relationships and service contracts
- Supporting office moves, refurbishments, and workplace improvements
- Enhancing physical security and access control arrangements
- Developing facilities policies, procedures, and operational standards
- Supporting administrative functions and organisational efficiency
The role required a highly organised individual with strong facilities management expertise, stakeholder management capability, and a proactive approach to operational improvement.
Our Approach
Understanding the Requirement
We worked closely with Contact a Family to gain a detailed understanding of the organisation’s operational needs, workplace environment, and long-term objectives.
Particular emphasis was placed on identifying candidates with experience in:
- Facilities and workplace management
- Health & safety compliance
- Contractor and supplier management
- Office relocations and refurbishment projects
- Tenant and stakeholder management
- Budget and contract management
- Administrative leadership and process improvement
Targeted Search Strategy
Drawing upon our specialist facilities management network, we conducted a targeted search for professionals with experience managing workplace environments within charitable, corporate, and multi-occupancy settings.
We prioritised candidates who demonstrated:
- Strong operational FM expertise
- Excellent communication and stakeholder management skills
- Proven experience managing contractors and suppliers
- Knowledge of statutory compliance and health & safety legislation
- A proactive and service-focused approach
- The ability to operate effectively within a dynamic organisation
Candidate Assessment
Candidates were assessed on their technical expertise, leadership capability, organisational skills, and cultural fit to ensure they could support both the operational and people-focused requirements of the role.
The Outcome
We successfully appointed an experienced Facilities and Administration Manager who quickly integrated into the organisation and assumed responsibility for the day-to-day management of workplace services and facilities operations.
The successful candidate brought extensive experience in facilities management, contract management, workplace projects, and health& safety compliance, making them an excellent fit for the organisation.
Results Delivered
Improved Facilities Management
The appointed manager strengthened the delivery of facilities services through improved contractor management, maintenance planning, and operational oversight.
Enhanced Compliance and Safety
By reviewing existing procedures and implementing best-practice processes, the candidate helped ensure continued compliance with health & safety legislation and workplace standards.
Successful Workplace Improvements
The candidate successfully managed office refurbishments, workplace enhancements, and facilities projects designed to improve the working environment for staff and visitors.
Stronger Supplier and Tenant Relationships
Through effective communication and relationship management, service delivery standards were improved while maintaining positive relationships with building occupants and external partners.
Operational Efficiency
The introduction of enhanced policies, procedures, and management controls helped improve organisational efficiency and support the smooth operation of the charity’s headquarters.
The Impact
The appointment provided Contact a Family with a dedicated facilities leader capable of supporting both operational excellence and organisational effectiveness.
Key benefits delivered included:
- Improved workplace and facilities management standards
- Stronger health & safety compliance and governance
- Enhanced contractor and supplier performance
- Successful delivery of workplace improvement projects
- Better tenant and stakeholder engagement
- Increased operational efficiency across the organisation
This successful placement highlights Maxwell Stephens’ expertise in recruiting facilities management professionals who combine technical capability with strong stakeholder management skills, helping organisations create safe, efficient, and productive workplace environments that support their wider mission and objectives.