An FM Career Built on Care: Geraldine Christus on Leading FM at Southbank Centre

How did your FM career begin?

I studied finance in France. When I moved to the UK, I found it challenging to step directly into a finance role, so I took a job as a finance administrator in a hospital. It gave me my first experience of facilities management and showed me how varied the work can be. 

I joined the Southbank Centre in 2011 as a contract administrator. The contract wasn’t as complex at the time, which meant I was closely involved in the details and able to learn the technical, financial, and operational aspects of the role. That foundation helped me understand how the service works and how each task contributes to the bigger picture. 

Your role has undergone significant changes since then. What supported your progression?

The variety of the work. Facilities management brings together people, leadership, engineering, finance, and events, addressing day-to-day problem-solving and operational needs. I wanted to understand how everything connected, and that helped me move from administration into operations. 

The contract evolved, and my responsibilities expanded accordingly. I supported our asset management accreditation for seven years and became closely involved in managing the site systems. I now oversee system access, setup and support continuous improvement across the contract. 

The team structure later changed, allowing me to focus entirely on engineering and event delivery. That strengthened our approach to planning and responding to the customer. 

What does the contract look like today?

We have a team of 30 engineers across electrical, mechanical, plumbing, fabric, and paving disciplines, supported by cleaning and porterage teams. The customer manages security, but we manage the building technology that supports access control, CCTV, and related systems. 

The site is a mix of buildings with long histories. Knowledge of the space is essential. Several colleagues have worked here for decades. Their understanding of the buildings helps us plan accurately and resolve issues quickly. 

What do you enjoy most about leading the team?

The loyalty within the team. Colleagues stay because they value the place and the work they do. The environment is cultural, busy, and open to the public, which makes the job varied and rewarding. 

I have also seen colleagues progress. One joined as a young apprentice and is now a team leader with significant responsibility. Supporting colleagues as they develop is a key part of what motivates me. 

Southbank Centre hosts major events. How does your team prepare?

Planning and communication are central. We operate a four-shift system that gives us flexibility when visitor numbers increase or large programmes take place. We adjust workloads, coordinate shift support, and bring in extra help if required. 

The buildings can present unexpected challenges, especially during periods of high footfall, significant events or adverse weather conditions. We remain vigilant to these issues and ensure that information flows smoothly between teams, enabling us to respond promptly and effectively. 

You have seen the venue change over the years. What stands out for you?

When I joined, most activity focused on the main auditorium. Over time, the venue introduced graduations, outdoor markets, and a wider cultural programme. I supported the technical setup of many of these developments, from drainage and utilities to the practical planning of new event areas. 

Witnessing the Southbank Centre grow into a bustling, year-round destination has been a significant part of my journey. 

What would you say to someone considering a career in facilities management?

Understand the place you work in and the contract you support. That knowledge is essential. You need to know what you are delivering and how the service fits together. 

Relationships matter too. We collaborate with various departments across the venue, each with its own unique requirements. They are all our customers, and good communication is key to maintaining strong working relationships. 

FM suits people who enjoy variety, want to learn, and are ready to take responsibility. 

What keeps you motivated each day?

No two days are the same. One night, I might be checking on an engineering issue, and the next morning, I am planning an event or reviewing service performance. The work moves quickly, and I enjoy that pace and diversity. 

The mix of planned work and unexpected challenges keeps the role interesting. When issues arise, we resolve them, and then it’s on to the next task. That approach suits me. 

Leadership Perspective: Claire’s Reflection