Summary
Overview
Work history
Education
Custom
Timeline
Generic

Chris Burnett

Dartford,Kent

Summary

An experienced Facilities Manager with a vast skill set and wealth of Customer Service experience. Currently the soft services manager for a large retail organisation, I am accountable for all matters in relation to cleaning, and waste management and car parking. I manage the budget, KPI’s and SLA’s, striving to ensure an excellent delivery. I am also chartered manager, member of the chartered management institution. I have extensive experience in customer facing roles including working at prestigious locations and as a Police officer.

Overview

17
17
years of professional experience
1
1
year of post-secondary education

Work history

Service delivery manager

McArthur Glen designer outlet
Ashford
03.2023 - 05.2025
  • Delivering site management for the soft services with a team of around 40 staff.
  • Managing; Cleaning, waste and car park services for a 1.3 million pound contract.
  • Responsible for the budget management
  • Cost reduction initiatives and improved ways of working introduced
  • Overseeing a team of 4 managers to ensure the best possible service is provided to the client
  • Coaching and mentoring
  • Supplier management including; car park, machinery, waste and radio systems
  • Health and safety reporting
  • KPI and budget reporting
  • Introducing training courses for the entire team including upskilling
  • Rostering for strategic events

Facilities Manager

Incentive Facilities Management Group
Ealing Broadway, UK
06.2022 - 03.2023
  • As Facilities manager, I was able to introduce a new cultural way of working, by implementing processes and innovations that were new to site.
  • I encourage new ideas and new ways of working to continuously improve and lead by offering coaching and guidance.
  • This role has allowed me to implement new ways of working and build a new management team who are self-sufficient and confident.
  • Sole responsibility for the day to day running of both security and cleaning within a retail and office environment
  • Providing strategic input into all matters of operational management and compliance, to provide a high-quality management service to the Client
  • Preparing and managing budget for FM function, including resource, PPM contracts and supplies
  • Introducing cost control measures
  • Managing third party contracts and their subsequent service delivery
  • Implementing best practice FM procedures, including environmental and health and safety programmes
  • Managing performance in line with desired expectations, including disciplinary reviews, appraisals, and staffing work schedules
  • Liaison in respect of operational issues with internal and external stakeholders including employees, client representatives, contractors, consultants, local government, and regulatory authorities.
  • Responsible for the identification and delivery of training needs throughout the business

Duty Manager

Incentive Facilities Management Group
Bluewater shopping centre, UK
11.2019 - 06.2022
  • Responsible for the delivery of the TFM contract at Bluewater, ensuring the centre operational requirements were met
  • Ensuring compliance with legislative requirements relevant to effective premises management, through auditing and keeping up to date with new and emerging legislation and developing work processes and management procedures
  • Monitoring work by staff and contractors, ensuring satisfactory completion and following up deficiencies
  • Carrying out risk assessments and implementing suitable control measures
  • Leading a team to achieve over 8 million pounds worth of gift card sales
  • Ensuring staff welfare was maintained throughout the Covid 19 pandemic

Facilities Manager / Site Lead, Secondment

Incentive FM
St Nicholas Shopping Centre, UK
09.2018 - 10.2019
  • Requested to work at another site due to assistance needed with implementing policies and procedures to improve the sites performance.
  • Whilst in the role I created and implemented some of the following;
  • Control room procedures
  • Training
  • Recruitment
  • H&S procedures
  • Fire safety procedures
  • Set targets for the duty managers
  • Implemented new policies for the site
  • Disciplinaries
  • Created an action plan for the site

Security Supervisor

Incentive FM
Bluewater shopping centre, UK
06.2016 - 11.2018
  • Working in the Operational Control room of Bluewater shopping centre, acting as security manager when required.
  • Managing the CCTV system BMS and landlord life safety systems.
  • Duties included-
  • Rostering
  • CCTV operation
  • BMS operation
  • Briefings
  • Centre Fire and Evacuation management
  • Liaison with emergency services
  • Supervision and co-ordination of resources
  • Escalation to client
  • Auditing
  • Critical incident report
  • Cash transfer
  • Managing Health and safety issues
  • Managing environmental issues
  • Helping to coordinate soft service delivery in line with client expectations
  • Staff appraisals and welfare meetings
  • Complaints
  • Assisting with the operational day to day running of the site

Security supervisor

VSG Security (Mitie)
Selfridges, Oxford Street, UK
01.2015 - 05.2016
  • Employed as a Security supervisor and acting as site manager when required, managing a team of up to 45 security guards, within a high profile department store in central London.
  • Duties included –
  • Creating daily rotas and organising any additional cover
  • Dealing with customer complaints within the store.
  • Prevention of crime and tactical deployment
  • Ensuring safe working
  • Ensuring SLA’s are delivered
  • Managing staff issues on a day to day basis
  • Managing sickness and vacancies
  • Payroll
  • Ensuring client expectations are met
  • Escalating incidents
  • Providing High level customer service
  • Completing expenditure reports
  • Operating CCTV

Police Constable, Emergency response

Kent Police
, UK
05.2008 - 12.2014
  • As a Police constable, I regularly dealt with distressing situations, violence and unrest, whilst remaining calm and focused.
  • I would liaise and work alongside other agencies, work as part of a team or alone.
  • This involved working within a framework of numerous policies and procedures.
  • I faced many challenging situations almost on a daily basis, where my aim was to resolve any situation that arose, which often required quick decision making and management of complex issues.
  • Duties included –
  • Arrest and detention
  • Case file completion / prioritisation
  • Working in conjunction with other agencies
  • Statement and report writing
  • Attending court as a professional key witness
  • Mediating to resolve complex issues
  • Evidence gathering
  • Conflict resolution
  • First aid training
  • Conducting formal interviews of suspects
  • Mentoring / supervising new colleagues
  • Maintaining an extensive knowledge of law and legislation
  • Reviewing CCTV
  • Scene management
  • Health and safety compliance
  • Person searches
  • Managing incidents
  • Response driving

Education

chartered institute for facilities management apprenticeship - Operational management

Fuel learning

Management Development Course - undefined

i2i Sales
01.2019 - 01.2020

GCSE - 10 GCSE’s, 7 A- C grade

Erith secondary school

Custom

  • Currently partaking in a chartered institute for facilities management apprenticeship - Fuel learning
  • 1 Year Management Development Course 2019-2020 – i2i Sales
  • IOSH Managing Safely
  • BICS trained
  • SIA CCTV Licence
  • SIA DS Licence
  • Kiasu Crisis Management
  • B1 counterbalance Forklift licence
  • MS Office experienced
  • Training completed in the Police including national interview training, sexual offences training, mediation, statement writing and driving courses.
  • 10 GCSE’s, 7 A
  • - C grade
  • Full UK car & Motorcycle licence

Timeline

Service delivery manager

McArthur Glen designer outlet
03.2023 - 05.2025

Facilities Manager

Incentive Facilities Management Group
06.2022 - 03.2023

Duty Manager

Incentive Facilities Management Group
11.2019 - 06.2022

Management Development Course - undefined

i2i Sales
01.2019 - 01.2020

Facilities Manager / Site Lead, Secondment

Incentive FM
09.2018 - 10.2019

Security Supervisor

Incentive FM
06.2016 - 11.2018

Security supervisor

VSG Security (Mitie)
01.2015 - 05.2016

Police Constable, Emergency response

Kent Police
05.2008 - 12.2014

chartered institute for facilities management apprenticeship - Operational management

Fuel learning

GCSE - 10 GCSE’s, 7 A- C grade

Erith secondary school

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