Role Purpose:  

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

Person specification

Responsibilities and Tasks:  

• 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 KPI’s; supervising regular supplier assessment, analysis and reporting
• Plan, approve and deliver Minor New Works within budget
• Although the role holder has overall responsibility for managing 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. 

Essential Criteria: 

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

Specialist Knowledge and Experience:

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/SLA’s

Desirable Criteria: 

Desirable Qualifications:   

• IWIFM Level 4

Benefits

Alongside your salary of £46,977, HM Revenue and Customs contributes £12,683 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs. 

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days. 

• Pension - We make contributions to our colleagues’ Alpha pension equal to at least 27% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.