Assistant Workplace Services Manager

The Government Property Agency is the largest property holder in government, with more than 2.1 billion in property assets and over 55% of the governments office estate.

We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team.

Representing the best covenant in the UK His Majestys Government we are leading significant transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme. We are also delivering cost- effective property services such as asset management, lifecycle replacement and workplace services.

Innovation and progress underpin our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. Our four core values are at the heart of everything we do. They shape our culture and guide how we work, lead and grow together:

• Striving for excellence- We always aim to deliver great results
• Empowering through respect- We insist on fair treatment for all, always
• Acting with integrity- We consistently do the right thing
• Succeeding together- We rely on each other to achieve success

We are committed to representing the communities we serve by making Equality, Diversity, and Inclusion (EDI) part of everything we do. Our strong emphasis on EDI is not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.

Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth.

We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction.

The Assistant Workplace Services Manager is a pivotal position within the Workplace Service Delivery Team. Reporting to and supporting the Workplace Management.

They are responsible for first line engagement with workplace service suppliers contractor delivery, and customer/stakeholder relationships in the everyday BAU management of workplace services throughout your designated propertie(s). The post holder will be responsible for resolving customer issues and complaints from client organisations or those arising from the helpdesk, escalating as necessary to the Workplace Services Manager and wider GPA directorates to ensure timely action. The role may also oversee the delivery of low value resource projects and provide information to help define and deliver capital projects. Effectively manages the supplier partners to ensure service delivery standards and performance is in line with the expected standards, ultimately driving our great places to work agenda from the front.

Key Responsibilities

• Responsible for BAU day to day management of workplace suppliers service delivery and ensuring agreed delivery standards are met, alongside business requirements/H&S/value for money and procurement guidelines. Ensuring that remedial action is taken where this is not the case.
• Undertake site visits required to manage service as required, completing/supporting a full site audit of each premise under their responsibility once a year, resolving issues where possible.
• Resolving customer issues and complaints, escalating when appropriate to Workplace Manager
• Managing rechargeable works i.e. work that is requested by the customer that is outside the fixed price element of the Workplace Services contract, reactive work, and new works, cost management and reporting to the WS Service Lead.
• Liaising with the wider GPA stakeholders as required to seek advice.
• Deputise for the Workplace Manager where required
• Any other reasonable and authorised request to support business needs

• Strong customer service and customer experience skills, using customer insight and feedback to improve service delivery.
• Experience of delivering workplace or facilities management services within a customer-focused environment.
• Ability to build effective relationships and communicate confidently with stakeholders, customers and suppliers.
• Experience of monitoring service performance, resolving issues and driving continuous improvement
• Good organisational skills with the ability to prioritise workloads and deliver outcomes at pace.
• Knowledge of supplier and contract management, ensuring services are delivered to agreed standards.