Assistant Workplace Services Manager

The Government Property Agency is changing the way the Civil Service works and is at the forefront of Government's transformation agenda; reshaping the relationship civil servants have with their place of work. The Agency is central to the delivery of key Government policies including moving 22,000 Civil Service roles out of London by 2030 and tackling climate change by contributing to the Net Zero agenda. To do this we are delivering a major change programme across the UK and consolidating our portfolio in order to save 1.4 Bn over 10 years.

Beyond the bricks and mortar, the GPA is about providing great workplaces for our people. Through programmes like Hubs, Whitehall Campus and Smart Working you will be in the vanguard of creating model working environments and promoting flexible working practices.

This is an ambitious and exciting task, for which we need innovative people, with strong supplier performance management, contract management and commercial acumen, who are passionate about visualising and implementing customer needs. Launched as an Executive Agency of the Cabinet Office in 2018, were a relatively new department and we are growing fast so we also need people who thrive in challenging environments, who can adapt quickly to change and are comfortable stepping outside of their remit to drive outcomes.

Role Purpose and Main Duties

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

The post holder will be the face of Workplace Services, supporting the Workplace Services team through the interrogation of supplier performance and financial related data, by the use of client relationship management platforms and via the effective contract management of a number of key suppliers delivering services into the GPA Manchester Hub and, as and when required, across a wide portfolio of sites across the Northern region.

This role requires the post-holder to work permanently out of the GPA Manchester Hub on a Monday to Friday basis unless otherwise instructed.

The Assistant Workplace Manager is responsible for tracking the performance of the workplace service regional supply chain partners subcontracted delivery, using the GPAs digital CAFM and reporting systems (e.g., Planon, Power BI and Salesforce) and for assisting with the client and key stakeholder relationships in the everyday BAU management of workplace services throughout your designated portfolio of properties.

The post-holder will be responsible for resolving customer issues and complaints from client organisations logged via the salesforce CRM system or GPA Helpdesk, escalating as necessary to the nominated workplace manager and wider GPA directorates as required to ensure timely action.

The role will also involve overseeing the delivery of low value resource projects and the provision of information to help define and deliver lifecycle replacement and net-zero 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:

Workplace Service Contract delivery.

The post-holder will:

• support senior management team by monitoring supplier performance using the GPA IWFM digital reporting tools.
• be responsible for capturing and resolving customer issues and complaints from client organisations (via the GPA CRM Salesforce platform) or those arising from the helpdesk, dealing as necessary with the regional supply chain partners / performance partner and/or escalating as necessary to workplace managers for further action.
• support the management of GPA supply-chain partners to ensure supplier performance meets contractual and compliance targets and standards.
• support senior managers by delivering or supporting the delivery of GPA sponsored internal audits across allocated portfolio of sites.
• Participate in GPA supplier self-audits, tracking progress against agreed actions and remedial work orders logged on the GPA Helpdesk or recorded on action log trackers, including discussing findings with Client(s) / GPA Client Managers as / where appropriate.
• participate in the GPA Tier 1 governance meetings with suppliers and GPA stakeholders.
• track progress and escalate new and emerging operational risks to senior management team/s and maintain the regions Operational Risk Register.
• support senior management team fulfil their contract management responsibilities by assisting with the management of all contract variations, risk notices and contract notices using the GPA data systems (Planon) and processes as required.
• Review and update, as required, contractual service details for each property via agreed variation / scheduling and commercial process; ensuring data accurately reflected on relevant systems.
• support key functions across the region (e.g., management of client / contract spend data, maintaining change control registers).
• monitor and update contractual change control (CCR) registers, ensuring all contract variations, risk notices, contract notices and other contractual documentation is recorded accurately within the GPAs digital repositories.
• Manage and monitor group email accounts.
• Assist with the management of team performance by managing ...