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We want to maximise the potential of everyone who chooses to work for us. We offer a great work life balance. You have the opportunity to work at any of our brand-new Regional Centres and to also work remotely. Contracts vary in length dependent upon the project with the possibility to extend.

Your time spent with us short or long term will be invaluable - your skills and expertise are needed to deliver the largest digital and transformation projects in Government. There really couldn’t be a better time to join HMRC for your new contract opportunity!

The Estates Directorate is responsible for enabling HMRC through the supply, management and maintenance of HMRC’s operational estate and the provision of associated support services. Its purpose is to provide a service to our customers by providing the right working environment for our people to support the delivery of HMRC business objectives, whilst providing good value for money for the taxpayer.

Estates Facilities Management Services team is responsible for managing the supply of FM services to 60,000 HMRC customers.

HMRC is currently transforming its estate from over 170 small, old and sometimes poor quality offices to less than 30 modern buildings largely in city centres. This is an exciting opportunity for a Regional Facilities Manager who will be at the centre of this change supporting the provision of services in both legacy and new estate working alongside customers to enhance the service they receive. This will include a rare opportunity to manage a team in establishing new facilities management services in a large Grade A city centre building.

Role Purpose:

To ensure delivery of an excellent facilities management service for our customers for both Hard and Soft FM Services in order that customers can perform at their best, enabling the delivery of HMRC business objectivesTo support the lead in delivering proactive supplier relationships management to deliver services in line with agreed contract. performance levels and customer requirements.

• Supporting the development/evolution of our customer focused services.
• Support oversight of the hard and soft FM contractors, ensuring coordinated joined up delivery to our customers.
• Support the delivery of a successful interface between our FM contractors and our customers.
• Take proactive ownership to manage customer complaints through to timely and successful resolution.
• Work collaboratively in a joined up way with colleagues across FM Services and the wider Estates business operation.
• Ensure provision of high quality and consistent communications with customers and key stakeholders including the current HMRC SRM community.
• Support escalations through the contractual process as required, managing and owning escalated issues to resolution where appropriate and ensuring effective risk management is applied. Oversee day to day performance to ensure the successful delivery of services to a changing portfolio of properties around the region

Responsibilities:

• Provide a visible presence for our customers ensuring the best quality of service and excellent customer communications.
• Collaborate with others to integrate customer services at the local level including:
• With Support Services (access control, mail, FF&E, utilities).
• With Project Delivery (projects including Workplace Improvement Programme and office closures).
• With CDIO (IT service delivery).
• With Estates Transformation (testing and commissioning of new facilities).

• Support with customer feedback and Level 2 complaints.
• Provide a proactive local interface with hard and soft FM suppliers and landlords. integrating service provision to customers.
• Support to assure hard and soft FM supplier and landlord performance.

• Support the monitoring of suppliers KPI’s; supervising regular supplier assessment, analysis and reporting.
• Plan, approve and deliver Minor New Works within budget.
• With Project Delivery, plan and support project delivery and office closures.
• With Estates Transformation, carry out testing and commissioning of new facilities.
• Support the mobilisation of new service providers and demobilisation of existing suppliers.
  
• Collate and inform appropriate management information to enable the effective management of the estate and suppliers.
  
• Identify and manage customer service and FM risks.
• Act as the deputy to the Regional FM Lead - Croydon

Person Specification

To be successful in this position the post holder must have:

Essential:

• Experience within a facilities management / contract management function.
• Strong customer service ethos.
• Desirable contract/supplier management experience.
• Supplier management including assurance of KPIs/SLA’s.
• Clear demonstration of skills in both meeting customer needs and managing supplier relationships

Desirable:

• Experience of Contract/Supplier Management.
  
• Excellent IT skills, including Excel.
• Effective Communication skills.
• Demonstration of strong customer relationship management.
• Understanding key performance related schedules within contracts.

Desirable Qualifications:

• IWFM Level 4 qualification (or similar)
  
• Associate/Membership level of IWFM (or equivalent)

Our Values

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact your designated recruiter to request accommodation.