Client Manager Support

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 transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme, as well as delivering modern, cost-effective real estate service solutions.

Innovation and progress are at the heart of our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. And were dedicated to becoming a leading, inclusive employer both in the external market and throughout the Civil Service. Our strong emphasis on Equity, Diversity, and Inclusion (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.

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 GPA is committed to representing the communities we serve by making Diversity, Equality and Inclusion part of everything we do.

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.

This is a new role within the growing GPA Client Relationships team which comprises a Client Director, Senior Client Managers and several Client Managers that engage with our Clients Senior Departmental stakeholders.

The Client Relationships team is the primary point of contact for all of GPAs Clients that take an enhanced service offer, including Government departments and arms length bodies. Client Managers work with our existing and new clients to develop future property solutions and ensure GPA is delivering a service that satisfies their needs.

Reporting to the Client Governance Manager, the role holder will provide a vital support role to the Client Management team delivering activities to meet our client requirements and supporting improvements in our clients GPA service experience.

Key Responsibilities

As Client Manager Support, your responsibilities will typically include (but are not limited to) providing support to the team, wider GPA colleagues and our clients.

This post holder will be required to:

• Form a strong, collaborative partnership with all of GPAs Client Managers and wider stakeholders.
• Develop, maintain and keep current a comprehensive working knowledge of the GPA Directorates, their capabilities and operating processes.
• Contribute directly to the improvement of GPA Client Satisfaction by ensuring high-quality, proactive service delivery.
• Oversee collation of Key Performance Indicators through our Client Relationship Management (CRM) tool.
• Embed and support creation of best practice and process across the team, in particular the ongoing adoption/use of CRM. This includes monitoring of cases to ensure case owners are progressing in a timely manner.
• Provide professional and administration support to the team including responding to emails, inbox management, holiday lists, diary management and supporting meetings.
• Arrange regular Client Meetings and prepare/circulate key papers; also recording minutes along with progressing and closing out agreed actions as required via CRM.
• Drive progress and completion of agreed Client actions for both Client Managers and GPA Directors.
• Liaising with colleagues within the Client Management and wider teams to collate and disseminate information in a timely manner along with administering client meeting trackers.
• Provide periodic support for the advancement of Client initiatives and engagement activities.
• Liaise with GPA Directorate support to ensure all deadlines for Client Plans and resulting Director/Client meetings actions are relayed to Client Managers.
• Send out papers/agendas/requests for information and take responsibility for drafting Permanent Secretary and Client Review briefs for use by the Executive and driving forwards completion of Client actions.
• Own a centralised team meeting/activity calendar - with a centralised report calling out if meeting occurrences have not taken place.
• Support the team in creating case studies to further promote the work we do and update GPA document management key information.
• Proactively build AI literacy and use creative digital tools, including AI-assisted summaries and Power BI dashboards, to automate manual data processes and professionalise client-facing materials.
• Act as secretariat for project reviews/Boards, capturing key actions and decisions, following up outside of the meeting. Own the development and dissemination of meeting documentation.
• Data management including shared folders and handling requests for information and data including the preparation of written responses to routine enquiries.

• The role is demanding, varied and would suit someone who has experience of working in a fast-paced environment and working under pressure to meet strict deadlines.
• A team player, who can work across the team and wider GPA to ensure that the department is consistently delivering for our clients.
• Demonstrate excellent communication, stakeholder engagement and influencing skills with ability to engage at a senior level.
• Forms a strong, collaborative partnership with all of GPAs Client Managers and wider stakeholders.
• Ability to quickly develop a sound knowledge and understanding of business priorities, ways of working and information management and client requirements.
• Ability to establish strong relationships with colleagues in GPA and across the Department as a first point of contact.
• Proactive and flexible in managing demanding workloads and competing priorities.
• Highly efficient and organised with ability to identify problems and provide timely solutions.
• Can complete detailed and complex work to a consistently high standard

Experience & Technical Skills

Essential criteria:

• An excellent communicator both orally and in writing.
• Have significant business management/ administrative experience, providing support to teams and a track record of achieving successful change outcomes in prescribed timescales.
• Highly IT literate and experienced at using multiple software tools such as Customer Relationship Management systems, Google suite (or Microsoft equivalent) of tools including but not limited to Documents, Sheets, Slides, Power BI, SharePoint, and other GPA systems as required.

Desirable criteria:

• Experience in an Estates/Property environment and senior stakeholder management is helpful.