Job Summary: Defect Coordinator (Supply Chain)

City Facilities Management (UK) is seeking a Defect Coordinator to join their L&E (Lifts & Escalators) department in Glasgow. This role is a “total responsibility” position, meaning you are the primary person accountable for ensuring that all technical defects identified across the estate—specifically for a high-profile client like Marks & Spencer (M&S)—are resolved within their Service Level Agreement (SLA).

You will act as the central link between the client, internal stakeholders, and external service providers, driving performance and ensuring legal compliance across the supply chain.

Key Responsibilities

1. Defect Management & Compliance

End-to-End Oversight: Manage the full lifecycle of a defect, from the moment it is raised in the Mercury (CAFM) system to its successful completion.
SLA Monitoring: Ensure zero “missed” completion dates by proactively tracking dashboards and identifying risks before they lead to failures.
Legal Data Integrity: Maintain 100% accuracy in documentation to ensure the client remains legally and statutorily compliant (crucial for high-risk assets like lifts).
Financial Governance: Review and justify quotes for repairs, ensuring they represent value for money before securing necessary financial approvals.

2. Supplier & Stakeholder Engagement

Performance Driving: Conduct professional but firm conversations with L&E Service Providers regarding their performance, using data to challenge delays.
Root Cause Analysis: Proactively identify trends in the data to understand why repeat defects occur and work with suppliers to eliminate these issues.
Reporting: Collate and present Management Information (MI) for supplier review meetings and customer performance reports.
M&S Portfolio Expertise: Develop an understanding of key M&S store locations to prioritize repairs that pose a “sales risk” (e.g., a broken lift in a flagship store).

Role Details

Location: Glasgow (Hybrid role).
Working Hours: Monday to Friday, 08:00 – 16:30 (40 hours).
On-Call: Participation in a departmental out-of-hours on-call rota.
System: Use of Mercury (CAFM system).

Candidate Requirements

Essential:

Experience: Proven background in Compliance and managing statistical performance reporting.
Technical Literacy: Strong PC skills with experience in extracting, collating, and presenting data.
Soft Skills: High levels of tenacity, resilience, and the ability to hold difficult conversations around performance.
Mindset: A “self-starter” who thrives in fast-paced environments and embraces a “keep-our-promise” mentality.

Desirable:

Previous experience using a CAFM (Computer-Aided Facilities Management) system.
Experience specifically within the Lifts & Escalators or heavy engineering supply chain.

The Facilities Management Defect Lifecycle

In a large retail contract, a defect isn’t just a “broken part”—it’s a potential safety risk and a barrier to customer sales.

Why this Role is Critical at City FM

Direct Commercial Impact: By managing L&E defects efficiently, you prevent “sales risk” for the client. If a lift is down in a busy store, it directly impacts footfall and revenue.
Legal Shield: You are the guardian of the data that proves City FM and M&S are meeting their statutory obligations.
Continuous Improvement: City FM is a “makes it happen” organization. You aren’t just managing tickets; you are expected to look at the data and suggest ways to stop defects from happening in the first place.

Application Tip: Emphasize “Tenacity” and “Data”

The job description repeatedly mentions the need for tenacity and professional conflict management.

Supplier Management: In your application, provide an example of a time you had to challenge a supplier who was falling behind on their KPIs and how you brought them back on track.
Accuracy Matters: Highlight your attention to detail regarding legal compliance—mentioning your experience with audit trails or statutory documentation will be a major plus.

Customer Lens: Show you understand the client (M&S). Discuss how you prioritize work not just by “date,” but by the impact on the end customer’s experience.

City Facilities Management (UK) is one of the world’s largest privately owned facilities management companies, headquartered in the heart of Glasgow. Founded in 1985 by Lord Willie Haughey and Lady Susan Haughey, the firm has evolved from a specialist refrigeration business into a global powerhouse. City is defined by its “partnership model,” where it acts as an integrated extension of its clients’ businesses rather than a traditional third-party contractor, famously managing the vast majority of Asda’s UK retail estate for over 30 years.

Culture and Operations

Headquartered at Caledonia House in the Gorbals area of Glasgow, the company maintains a “family-led” ethos despite its massive scale. The culture is built on the “OneCity” principle, which emphasizes collaboration, transparency, and a “self-delivery” model—meaning they use their own highly trained technicians rather than outsourcing to subcontractors. In 2026, the company is a leader in data-driven FM, utilizing its “Technical Bureau” to monitor real-time energy and maintenance data across thousands of sites globally to ensure maximum uptime and efficiency.

Key Company Highlights

Feature	Details
Specialization	Integrated Facilities Management, Refrigeration, and Energy
Glasgow HQ	Caledonia House, 2 Lawmoor Street, Glasgow, G5 0US
Workforce	~14,000+ employees worldwide (~9,000 in the UK)
Sustainability	Committed to Net Zero by 2040 (SBTi validated)
Technical Edge	24/7 Technical Bureau for predictive maintenance
Partnerships	Asda (since 1995), BP, Coles (Australia), and Morrisons

Specialist Divisions

City operates through several focused arms to provide an end-to-end service:

City FM: The core division providing 24/7 service desk, cleaning, and maintenance.
CBES (City Building Engineering Services): The specialist engineering and construction arm, handling major fit-outs, fire safety, and security installations.
Energy Management: A dedicated team focused on carbon reduction, helping partners achieve significant energy savings through IoT and smart building technology.
Training Academy: A City & Guilds accredited center in Glasgow that multi-skills engineers across electrical, HVAC, and refrigeration disciplines.

2026 Strategy and Innovation

In 2026, City is at the forefront of the “Smarter Together” initiative, shifting from reactive maintenance to an outcomes-based model. This includes the widespread use of Predictive AI to identify potential asset failures before they occur, significantly reducing waste and operational costs for retail partners. Furthermore, as an active member of the Supply Chain Sustainability Council, the firm is currently transitioning its extensive UK fleet to electric vehicles and investing heavily in “green skills” training for its next generation of apprentices.

To apply for this job please visit www.cityfm.com.