Client Overview
HPS Services, a lifestyle real estate brand based in South Kensington, London, is the UK’s leading provider of FM services in the Purpose Built Student Accommodation (PBSA) and Build to Rent (BTR) property sectors. Known for their fantastic client list and proven growth record in the Higher Education and PRS sectors, HPS operates with an ambitious vision for growth and excellence.
Their Seasonal Turnaround Services (STS) division, the most profitable arm of their business, specialises in intensive seasonal cleaning and housekeeping services during the summer months, which are critical to their operational success. Recognising the importance of leadership in achieving their goals, HPS engaged Maxwell Stephens to support them in recruiting several pivotal senior positions, including a Business Unit Director for the STS division, a Managing Director, an Operations Director, and two Operations Managers.
The relationship began with HPS seeking salary advice, but our expertise soon led to a retained partnership to deliver tailored recruitment solutions for these vital roles.
The Challenge
The seasonal nature of the STS division posed unique demands. For most of the year, the business operates at a low intensity, but activity surges dramatically from June to September, requiring meticulous planning, strong leadership, and the ability to thrive under pressure. Specifically, the Business Unit Director role required:
• Leadership expertise in soft facilities management.
• Exceptional project management skills to ensure smooth operations during peak periods.
• Strategic thinking to drive year-on-year revenue growth and flatten the seasonality of the business.
For the broader leadership roles, the challenge extended to identifying candidates who could align with HPS’s ambitious growth plans, maintaining an annual growth target of 30% while improving financial management and operational processes. The right individuals needed to embrace the entrepreneurial spirit of a growing company, bringing hands-on expertise, strong commercial acumen, and the ability to inspire their teams.
Our Approach
We adopted a highly tailored and strategic recruitment process to ensure HPS’s leadership needs were met across all roles. Key steps included:
1. In-Depth Consultation
Conducted detailed discussions with HPS’s leadership, including the Group Managing Director, to fully understand the company’s goals, culture, and the unique demands of the STS division and other senior roles.
Mapped out the specific technical and personal qualities required for candidates to thrive in HPS’s fast-paced, growth-oriented environment.
2. Targeted Search
Leveraged our extensive network to identify senior professionals with leadership experience in soft FM, particularly those with a track record of managing seasonal operations and large cleaning contracts.
Focused on candidates with experience in businesses exceeding £10 million in turnover and the ability to bring a sales pipeline or strategic contacts from previous roles.
3. Comprehensive Assessment
Evaluated candidates through multiple interview stages, focusing on their ability to lead under pressure, manage high-stakes operations, and drive growth.
Prioritised cultural fit, seeking individuals who embodied HPS’s values: collaborative, energetic, hands-on, and inspiring.
The Outcome
We successfully placed an exceptional candidate as Business Unit Director for the STS division. This individual brought over a decade of leadership experience in soft FM and demonstrated the ability to manage intensive seasonal operations. Their achievements included:
• Delivering a seamless operational schedule during the summer peak.
• Maintaining high client satisfaction with an average CNPS score of 8+.
• Achieving year-on-year revenue growth and meeting profitability targets.
• Introducing improved financial controls and operational processes to enhance efficiency.
Simultaneously, Maxwell Stephens also delivered outstanding candidates for the Managing Director, Operations Director, and two Operations Manager roles. These new leaders were integral to driving HPS’s aspirational growth plans, supporting their annual growth target of 30%, and reducing the seasonality of the business.
The Managing Director, for example, worked closely with the company founder, Non-Executive Director, and Finance Director to develop and execute a business strategy that positioned HPS as a market-defining brand. The Operations Director and Operations Managers played pivotal roles in streamlining processes, ensuring operational excellence, and maintaining HPS’s reputation for delivering sector-specific soft-FM services.