Facilities Delivery Manager

Civil Service
Full Time
Birmingham
37,682 - 40,705
Posted Yesterday

Categories: Government Construction & Property Employer website Report this listing

Job Description

Job summary

Explore the world of HMRC Estates, where we lead the way in government property transformation. As a key player in one of the UK's largest property programmes, HMRC Estates offers safe, inclusive workplaces and exceptional career development opportunities. Our team is dedicated to delivering high-quality, user-friendly services that enable our colleagues to thrive in an environment where they truly belong. Watch the video below to meet some of our team and come and discover a career in your hands at HMRC.

Build a Career in Property with HMRC Estates

Estates is at the forefront of delivering the biggest property programme in the UK. We are the leading edge of Government property transformation. The purpose of Estates is to provide HMRC with an estate which is the right size and shape to meet both the current and future needs of our customers in HMRCs business areas. We are a customer service organisation which exists to offer high quality, easy to use services to enable our colleagues to perform at their best by providing working environments in which they want to work.

Job description

To ensure delivery of an excellent facilities management service to our customers for both Hard and Soft FM Services in order that customers can perform at their best, enabling the delivery of HMRC business objectives.

To 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.
Oversee performance of the hard and soft FM contractors, ensuring coordinated joined up delivery to our customers.
To support the lead to integrate contractor delivery in the Regional Centre and Specialist Sites whilst ensuring robust management of performance on legacy contracts across the estate.
Input into the review and report on supplier performance to the Estates Area G7 FM Lead, acting to drive continuous improvement.
Supportive leadership and direction of Band Os, whilst ensuring a collaborative and joined up approach with the rest of the onsite Workplace Operations Team and the wider Estates business operation.
Take proactive ownership to manage customer complaints through to timely and successful resolution.
Ensure provision of high quality and consistent communications with customers and key stakeholders.
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 across the region.

Person specification

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

Assure hard and soft FM supplier and landlord performance

Support the monitoring of suppliers KPIs; supervising regular supplier assessment, analysis and reporting

Plan, approve and deliver Minor New Works within budget

Although the role holders overall responsibility is to manage the FM services within the Region, the post holder will often be required to reach across to support the wider team, and carry out other tasks to contribute towards the day to day running of the Estate, including responding to customer enquiries, maintaining processes within the building and any other tasks directed by the SO Facilities Management Lead or Head of Estate to support the team.

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 de-mobilisation 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

Self-Management and Development

Willingness to work towards IWFM Level 4 qualification if not already held or does not currently hold MIWFM accreditation.

Essential Criteria

Previous Facilities Management/Estates experience in hard and soft services. Good knowledge of statutory and planned maintenance. To be successful in this position the post holder must be able to demonstrate significant recent experience including:

Recent substantial experience within a facilities management / contract management function
Clear demonstration of FM Skills in both meeting customer needs and managing supplier relationships
Demonstration of strong customer relationship management and customer service ethos
Understanding key performance related schedules within contracts including assurance of KPIs/SLAs

Additional Security Information

The successful candidate must hold or be willing to hold Security Check (SC) clearance

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