Meet the Team – Laura Brookes, Contracts Manager

We know the key to success is having skilled people who are able and committed to getting the job done and who put the customer first.

Our highly engaged team are the heart of our business and here we meet one of our latest recruits, Laura Brookes who has joined us as a Contract Manager. Laura shares her career journey, her role at Precision FM and why helping to problem solve is in her DNA!

So, Laura, what’s your career route so far that’s led you to Precision FM?

I studied Business Management at college with the view to then topping that up to a degree, but I really wanted to dive into the world of work, as I felt I was very much someone who learned best on the job.

My first role was with a medical company in Leicestershire, where I quickly learned the importance of client interaction and problem-solving. This position taught me the value of direct customer engagement and the nuances of managing client expectations.

I then joined Carillion, initially starting as a Personal Assistant, I loved the fast-paced, dynamic environment there. I got a really great education in operational efficiency and project management which has stuck with me right to this day.

My journey at Carillion was a turning point, as it led me to manage the facilities for the power stations across the UK for EON. This role was a significant leap, placing me right in the thick of large-scale operations. The collapse of Carillion was not an easy time but we have to try and make opportunities when a door closes.

Before joining Precision FM, I was working for another facilities management company overseeing hard FM services for KFC branches right across the UK and Ireland. This position was a blend of my previous experiences, requiring a significant understanding of FM coupled with a strong focus on client service. And now I’m at Precision FM and really enjoying learning this new role, using all my experience to show our clients the benefits of outsourced FM.

And what does that role typically involve?

As a Contracts Manager I’m maintaining and developing client relationships. We don’t simply sign the new client and hope everything goes okay from that point on. As you might imagine, we’re always engaged in a dialogue with the clients we serve so we can tweak our strategic oversight when their demands change or the market changes.

I start by coordinating with our help desk team, who are integral in maintaining seamless communication channels with our clients. This collaboration is crucial in keeping track of ongoing projects and ensuring that any client queries or concerns are addressed promptly and that we can invest in the customer experience to keep them happy.

Liaising with subcontractors is another critical aspect of my role. I work closely with them to ensure that all services are delivered to the highest standard and in line with our clients’ expectations. This often involves negotiating terms, discussing timelines, and sometimes stepping in as a mediator to resolve any issues that may arise. My goal here is to ensure that all parties are aligned and that projects progress smoothly.

Being on the ground is an essential part of my job. Site visits are a regular feature in my schedule, allowing me to meet clients face-to-face, understand their specific needs, and build strong, lasting relationships. These interactions are invaluable, providing me with direct feedback and insights that help in tailoring our services to better suit our clients’ unique requirements.

But why with Precision FM?

My decision to join a national FM company like Precision FM was driven by their clear focus on nurturing and sustaining key relationships, a priority that resonated deeply with me given how important this was in the past. It was clear right from my initial conversations with the CEO, Brij Thankey, that there was a community and the genuine appreciation for staff, which is a cornerstone of the company’s culture.

I’ve really noticed that there’s an infectious enthusiasm among the team. People enjoy their roles and that contributes to a positive and dynamic work environment. Witnessing engineers and staff engaged in their work was a clear indicator of a healthy workplace culture, and with such happy employees it’s no wonder we’ve got a such a high client retention rate.

Then there’s the company’s growth trajectory. Of course, it’s great to see a company expand its reach, but what truly stands out is how Precision FM manages this growth. There’s a deliberate effort to grow responsibly, ensuring that the expansion doesn’t dilute the company’s core ethos. This balance between growth and maintaining a strong company culture is not something you see all the time.

How have you been settling in so far?

The initial weeks have been great, with all the staff really friendly and supportive during my transition.

Despite having not been here long, I’ve found myself integrating into the team and quickly getting down to the crucial task of enriching client relationships. The collaborative spirit here has made me feel right at home in such a short space of time.

It’s clear that Precision FM recognises the strengths of its employees and provides them with the necessary tools and freedom to excel. This approach has enabled me to step into my role without hesitation, knowing that I have a solid support system behind me. I’m excited about the prospects of contributing to the company’s growth, ensuring clients receive the best possible service and feel valued and understood.

Visit this link to learn more about how our facilities management services can assist you. You can reach us at 0116 366 6508 for a detailed discussion about your specific project.

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