FACILITIES MANAGEMENT JOURNAL JOBS
FM CAREERS - CAREER LADDER
FM is known to be a career that people fall into
from other sectors. In this regular column, FMJ
chats to a facilities professional about how they got
into the sector and takes a look at their career path.
This month we talk to Terry Kemp, Operations Manager,
Covent Garden Estate, Incentive Facilities Management.
Name: Terry Kemp
Current role:
Operations Manager, Covent
Garden Estate, Incentive FM
Lives: London
What first attracted you to
working in FM, did you have much
awareness of the profession?
AŽ er leaving the military I was unsure
of the direction I should take. I was first
made aware of FM when I spoke to a
recruitment agent. They mentioned that
ex-military personnel seem to prosper
in FM due to their disciplined nature and
regimented approach to tasks.
How did you progress through
the profession to your current role?
I started out as an Assistant FM working
with a team of Senior FMs and seasoned
Management Surveyors. This gave me
a broad understanding of the property
management sector and exposed me
to an array of property portfolios and
clients. I was promoted up the ranks to
a Regional FM. Eventually the time came
for me to spread my wings and explore
new ventures. I went on to manage
multi-let premier properties. I figured all
the problems would be under one roof,
reducing travel times and allowing me
to get familiar with every nut and bolt
of the building. It was great being able
to apply myself to one project at a time
and develop expert knowledge of the
plant and equipment. During this time
I was also able to complete a number
of learning & development courses,
including NEBOSH. With this and my
recently honed technical knowledge, I
was seen as a front runner to manage
one of the largest estates in London
made up on the Carnaby and Soho
estates; a very complex portfolio with
a diverse mix of residential, retail and
commercial. This was my first real taste
of managing within public spaces and
I worked very closely with local and
government agencies to deliver events
and initiatives. AŽ er a couple of years, I
was presented with an opportunity to
manage the Covent Garden Estate which
sits within the 'Destination & Heritage
sector at Incentive FM. This was an area
I had walked through regularly in the 12
years prior and always wondered who
managed it and if I would be capable
of doing so one day. Being able to
draw on my wealth of knowledge and
experience, the interview process was
successful, and I have worked here ever
since.
What have you found the most
challenging experiences working in
FM?
I think we can all agree that the dayto
day life of an FM is generally fast
paced and high pressured, but when
a major crisis occurs, such as the 2008
‘credit crunch’ domestic terror attacks
and most recently, the COVID-19
pandemic, landlords and occupiers
rely heavily on their FM companies to
remain composed and deliver strategies
to minimise the impact on their
businesses. Incentive FM are always well
prepared which is the key but this does
take a lot of planning and forethought to
ensure when the worst happens, we are
ready to take control and ride the storm.
What have you found most
satisfying about working in the
sector?
Incentive FM looks aŽ er many heritage
sites and having delivered projects
and services to some of the most
prestigious areas in our nation’s Capital,
I feel a genuine sense of pride and a
contribution to history that my children
can be proud of.
What qualities do you think are
most needed for a successful career
in FM?
It is absolutely vital that you remain
flexible within your role and able to
adapt to the environment and changes
in requirements. We spend more
time with our work colleagues than
we do with our families and friends,
so managing these relationships is
essential. If we remain friendly and
helpful it cultivates a positive and
productive environment for everyone.
Incentive FM has always had a great
work hard play hard ethos.
What has changed about your
job role since the COVID-19 crisis?
E.g. home working, furloughed,
redeployed?
Covent Garden is a mixed-use portfolio
comprising of approximately 500,
commercial, residential and retail units,
with vast public spaces open 24hrs
a day. This meant that throughout
lockdown and phased reopening there
was always a job to be done.
We encountered operational di iculties
in the early stages, with the majority of
the management team having to work
from home and a number of the site
operatives having to shield. Rostering
and planning became a moving-feast,
and the development of new protocols
and training became common place.
What is your organisation
doing to ensure the wellbeing of
sta… – whether working at home or
returning to the workplace?
Incentive FM are a very altruistic
organisation, the people are seen as
the most important part of the business
so great lengths have been taken to
ensure we have remained cared for and
made safe throughout the pandemic.
This has included wellbeing checks
for our vulnerable people, increased
training & mental health awareness
as well as a dedicated support service
for any personal di iculties we may be
experiencing.
Do you believe the pandemic
has highlighted the important role
of the FM sector and what areas do
you see as most key?
If no one noticed before how important
the role of the FM sector was before,
they have now. Our courageous
frontline colleagues’ commuted into
the fold each day, amid fears and
anxiety to deliver critical services whilst
the vast majority of the nation were sat
at home in relative safety.
What advice would you give to
someone coming into the profession
now?
My advice for anyone starting out in
FM, is to grasp every learning and
development opportunity with both
hands. Attend as many workshops
and seminars as possible and read
around the key subjects to build upon
your knowledge base. Having solid
core skills will enable an FM to support
their team e ectively and will inspire
confidence with your peers and clients,
leading to further opportunities.
Which of your achievements
are you most proud of during your
career?
Managing Covent Garden was always
a dream of mine. So to not only now
be managing it but to be awarded the
Incentive FM Contract of the year 2020
pictured is a dream come true.
What do you predict could be the
main changes to the FM sector post
pandemic?
The big di erence will be the ability
to deliver services remotely and with
greater flexibility. New technologies
are emerging which provide the ability
to monitor plant and equipment
remotely. These technologies can
be used in multiple applications, to
improve productivity and reduce the
environmental impact through reduced
vehicle movement. Video calling is
now common-place and is enabling
employers to o er more flexibility for
those with childcare commitments.
This in-turn will no doubt improve sta
retention and attract a new market of
potential employees to the FM sector.
Would you, or someone you know, like to be featured in our career ladder column? If you’re an operational
FM with more than 10 years’ experience in the sector, then email sara.bean@kpmmedia.co.uk
58 JULY 2021
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