Facilities Management Senior Regional Lead

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.

This is a key role within the Estates operating model, managing the delivery of facilities management for Total FM Services across the Regions buildings. You will act as deputy to the Head of Estates as required, and provide assurances on their behalf including:

• Leading in delivering proactive supplier relationship management to deliver services in line with agreed contract performance levels and customer requirements.
• Supporting the development/evolution of our customer focused services.
• Take the lead to integrate contractor delivery across the region whilst ensuring robust management of performance on NGFM and PFI contracts across the estate.
• Review and report on supplier performance to the Head of Estate and Operational Contract Management, acting to drive continuous improvement.
• Provide leadership and direction to your team, whilst ensuring a collaborative and joined up approach with the rest of the onsite Workplace Operations Team and the wider Estates business operation.
• Ensure provision of high quality and consistent communications with customers and key stakeholders.
• Oversee day to day performance to ensure the successful delivery of services to a changing portfolio of properties across the region.

Due to operational needs, this post is full-time only.

Here are some of the things you will do as the Facilities Management Senior Regional Lead:

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:

1. Support Services
2. Security Services
3. Furniture, Fittings and Equipment (FF&E)
4. Utilities
5. Property and Professional Services
6. Project Delivery (projects including Lifecycle, Service Design and User Experience (SDUX), Accommodation Improvement, PFI Exit and Office Vacation)
7. CDIO (IT service delivery)
8. Estates Transformation (commissioning of new facilities)

Manage customer feedback and complaints.

Provide a proactive local interface with Total FM suppliers and landlords integrating service provision to customers.

Assure Total FM supplier and landlord performance in terms of reactive works and planned maintenance/statutory compliance, linked to KPIs.

Plan, approve and deliver Minor New Works and Accommodation Improvement.

Ensure seamless close out of day-today issues and coordinate problem resolution to emergency call-out.

Support the mobilisation of new service providers and de-mobilisation of existing suppliers.

Collate and interrogate management information to enable the effective management of the estate and suppliers.

 Identify and manage customer service and FM risks.

 Plan and manage resources to ensure proactive relationships with customers and key stakeholders.

 Identify risks and manage mitigating actions, providing appropriate and timely escalations to resolve issues effectively, minimising business and operational risk to our customers.

 Contribute to the planning and delivery of targets and objectives in order to meet HMRC Property Strategy as per the Business Plan.

 Be an active member of the BCP Regional Command and Control Team.

 Act as the deputy when required to the Head of Estate.

 Lead and develop the FM team.

Essential to develop towards:

If not already held, you must be willing to obtain IWIFM Certificate Level 4 or equivalent within 24 months of take up duty.

Additional Security information:

You must hold or be willing to obtain National Security Vetting (NSV) at Security Check (SC) clearance level as a minimum for this role. If successful, a job offer will be conditional on currently holding or obtaining NSV at SC clearance level. We may withdraw the offer of employment if you do not meet the conditions for employment in this role.

Essential Criteria:

To be successful in this position the post holder must be able to demonstrate significant recent experience including;

Extensive experience within a facilities management / contract management function.

Clear demonstration of FM Skills in both meeting customer needs and managing supplier relationships.

Experience in Contract/Supplier Management.

Demonstration of strong customer relationship management and customer service ethos.

Understanding key performance related schedules within contracts including assurance of KPIs/SLAs.