Summary Are you looking for an organisation that cares about the work-life balance of its workforce? An employer who offers structured personal development, progression opportunities and outstanding training? Well look no further!

Life moves fast at HMRC which is why we’re the largest Landlord in Government! We’re looking to recruit Property Specialists, Project Managers, Facilities Managers and Engineers along with candidates with expertise in a wide range of property related services that can work at pace in a fast paced and agile workplace.   At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. 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.
• Support oversight of the hard and soft FM contractors, ensuring coordinated joined up delivery to our customers.
• Support the delivery of a successful interface between our FM contractors and our customers.
• Take proactive ownership to manage customer complaints through to timely and successful resolution.
• Work collaboratively in a joined up way with colleagues across FM Services and the wider Estates business operation.
• Ensure provision of high quality and consistent communications with customers and key stakeholders including the current HMRC SRM community.
• 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.
  
  

Responsibilities As our FM Regional Officer you will be responsible for, but not limited to:

• Providing a visible presence for our customers ensuring the best quality of service and excellent customer communications
• Collaborating with other teams and departments to integrate customer services at the local level
• Providing a proactive local interface with hard and soft FM suppliers and landlords integrating service provision to customers
• Planning, approving and delivering Minor New Works within budget
• Collating and communicating appropriate management information to enable the effective management of the estate and suppliers
• Identifying and managing customer service and FM risks
• Support with customer feedback and Level 2 complaints
• Support the monitoring of suppliers KPI’s; supervising regular supplier assessment, analysis and reporting
• Support the mobilisation of new service providers and de-mobilisation of existing suppliers
• For a full breakdown of the role, please refer to the Role Profile attached at the bottom of the advert.

Essential Criteria

• 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

Essential Qualifications:

If not already held, you must be willing to obtain IWFM Level Certificate 3 or equivalent. It is essential to work towards achieving this once in post.

Our Offer

While we work hard at HMRC we respect your work-life balance and offer flexible working conditions reflecting the best in the sector.

We offer you structured personal development, progression opportunities, and outstanding training.

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension
• 25 Days annual leave, increasing 1 day per year up to 30 days