Background & Client Overview
The Royal Horticultural Society (RHS) is one of the UK's best-known horticultural organisations, dedicated to promoting excellence in gardening, horticulture and plant conservation.
RHS Garden Wisley, one of the organisation's flagship gardens, combines an internationally recognised visitor destination with a complex and diverse property estate. The site encompasses historic buildings, offices, retail facilities and other operational spaces, all of which require careful management to maintain high standards for employees, volunteers and visitors.
RHS appointed Maxwell Stephens to recruit an experienced Senior Facilities Manager capable of providing strategic leadership across this varied estate while ensuring the effective delivery of maintenance, compliance, contractor management and customer-focused Facilities services.
The Challenge
Managing Facilities at RHS Wisley required a professional who could balance the demands of a high-profile visitor destination with the technical, operational and compliance requirements of a diverse property portfolio.
The successful candidate needed to integrate effectively into the existing management team while providing clear leadership to the Facilities function.
Key requirements included:
Strategic Facilities Leadership
Providing direction for Facilities Management across RHS Wisley and developing a structured approach to the long-term maintenance and improvement of the estate.
Diverse Property Management
Overseeing Facilities requirements across a broad range of buildings and environments, including historic properties, offices and retail spaces.
Planned & Reactive Maintenance
Ensuring maintenance activity was effectively prioritised and coordinated to protect building condition and minimise disruption to operations and visitors.
Health & Safety Leadership
Maintaining a strong culture of health and safety across the site, with appropriate systems, procedures and accountability.
Contractor Management
Managing external contractors and agencies, monitoring performance and ensuring services were delivered safely, efficiently and cost-effectively.
Facilities Systems
Using Facilities Management systems effectively to support maintenance planning, reporting, compliance and operational control.
Project Management
Leading and supporting Facilities projects designed to maintain, improve and develop the Wisley estate.
Customer & Visitor Experience
Ensuring Facilities services contributed positively to the experience of staff, volunteers and the large number of visitors using the site.
The Candidate Profile
Given the complexity of the environment, RHS required a professional with strong technical credentials and proven Facilities leadership experience.
The successful candidate brought:
- a recognised Facilities Management qualification at IWFM Level 4 or above
- substantial health and safety knowledge supported by NEBOSH/IOSH expertise
- experience using Facilities Management systems
- strong project-management capability
- contractor and supplier-management experience
- excellent leadership and communication skills
- a strong customer-service focus
Equally important was the ability to operate effectively within a distinctive organisation and understand the balance between commercial, operational, heritage and visitor requirements.
Our Recruitment Approach
Maxwell Stephens worked closely with RHS Wisley to develop a detailed understanding of the position, the estate and the qualities required from the successful candidate.
We conducted an extensive search focused on experienced Facilities professionals capable of leading within a complex, multi-building environment.
Candidates were assessed against both technical and leadership criteria, including:
- strategic Facilities Management
- planned and reactive maintenance
- health and safety
- contractor management
- FM systems
- property and maintenance planning
- project delivery
- team leadership
- stakeholder management
- customer and visitor experience
Following a rigorous search and selection process, Maxwell Stephens identified and successfully placed a candidate with the qualifications, experience and leadership capability required by RHS Wisley.
Outcome & Impact
Since joining RHS Wisley, the successful Senior Facilities Manager has strengthened the strategic and operational management of the estate.
Development of a Five-Year FM Plan
A major contribution was the development and implementation of a comprehensive five-year Facilities Management plan, establishing a clearer long-term approach to maintenance and estate performance.
This provided RHS Wisley with greater structure around future Facilities priorities and investment requirements.
Stronger Maintenance Planning
The candidate introduced a more strategic approach to maintenance across the diverse property portfolio, helping ensure Facilities activity was planned and prioritised effectively.
Improved Contractor Management
Proactive oversight of external contractors and agencies strengthened service delivery while maintaining close control over expenditure.
Greater Cost Control
By carefully managing contractors and Facilities requirements, the Senior Facilities Manager supported more efficient service delivery without compromising required standards.
Enhanced Health & Safety Culture
The candidate's strong health and safety expertise helped reinforce a culture of compliance, responsibility and accountability across the site.
This supported the wellbeing of employees, volunteers and visitors while strengthening overall Facilities governance.
Stronger Customer Experience
Effective Facilities Management helped ensure the buildings and operational environments at RHS Wisley continued to support the high standards expected of a major visitor destination.
Outcome
The successful placement provided RHS Wisley with a Senior Facilities Manager capable of combining strategic estate planning, maintenance management, health and safety, contractor performance and customer-focused service delivery.
The development of a five-year FM plan also demonstrated the value of recruiting a Facilities leader capable of looking beyond immediate operational requirements and establishing a clear strategy for the future.
The assignment demonstrates Maxwell Stephens' ability to recruit senior Facilities professionals for complex, high-profile estates where operational performance, compliance and visitor experience must work together seamlessly.
Looking for an experienced Senior Facilities Manager to lead a complex estate or visitor destination? Contact Maxwell Stephens to discuss your recruitment requirements.