At a Glance
- Tasks: Manage facilities services to ensure a top-notch experience for our customers.
- Company: Join HMRC Estates, a leader in government property transformation.
- Benefits: Enjoy flexible working, generous leave, and a strong pension scheme.
- Other info: Great career development opportunities in a supportive environment.
- Why this job: Be part of a transformative team that shapes the future of government workplaces.
- Qualifications: Experience in facilities management and a passion for customer service.
The predicted salary is between 37682 - 37682 £ per year.
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.
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 HMRC's 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.
- To support the lead in delivering proactive supplier relationships management to deliver services in line with agreed contract performance levels and customer requirements.
- Oversee performance of the hard and soft FM contractors, ensuring coordinated joined up delivery to our customers.
- 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, ensuring a collaborative approach with 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.
- Support with customer feedback and Level 2 complaints.
- Provide a proactive local interface with hard and soft FM suppliers and landlords.
- 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.
- Support the mobilisation of new service providers and de-mobilisation of existing suppliers.
- Identify and manage customer service and FM risks.
Essential Criteria:
- Previous Facilities Management/Estates experience in hard and soft services.
- Good knowledge of statutory and planned maintenance.
- 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.
Benefits:
- Alongside your salary of 37,682, HM Revenue and Customs contributes 10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme.
- HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments.
- 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 28.97% of their salary.
- Family friendly policies, personal support, coaching and development.
Facilities Delivery Manager - Birmingham employer: HMRC
HMRC Estates is an exceptional employer, offering a dynamic work environment in Birmingham where you can contribute to one of the UK's largest property transformation programmes. With a strong focus on career development, flexible working policies, and a commitment to inclusivity, employees are empowered to thrive while enjoying generous leave allowances and robust pension contributions. Join us to be part of a supportive team dedicated to delivering high-quality services that make a real difference.
StudySmarter Expert Advice🤫
We think this is how you could land Facilities Delivery Manager - Birmingham
✨Tip Number 1
Network like a pro! Get out there and connect with people in the facilities management field. Attend industry events, join relevant online groups, and don’t be shy about reaching out to current HMRC employees on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for your interview by researching HMRC's values and recent projects. Show us that you’re not just another candidate; demonstrate your passion for transforming government property and how you can contribute to our mission. Tailor your responses to reflect our commitment to high-quality service.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family, focusing on common questions related to facilities management and customer service. This will help you articulate your experience and skills confidently when it’s your turn to shine in front of the panel.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, keep an eye on our careers page for any updates or new roles that pop up. We’re always looking for passionate individuals to join our team!
We think you need these skills to ace Facilities Delivery Manager - Birmingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Facilities Delivery Manager role. Highlight your relevant experience in facilities management and customer service, and keep it concise – no more than 200 words per role!
Craft a Compelling Personal Statement:Your personal statement is your chance to shine! Use the 500 words to clearly demonstrate how you meet the essential criteria. Be specific about your skills and experiences that align with the job description.
Be Honest and Authentic:While it might be tempting to embellish your experiences, honesty is key. Make sure all examples and statements are true to your own experiences. We value authenticity and want to hear your unique story!
Apply Through Our Website:Don’t forget to apply through our website! It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the details you need right there!
How to prepare for a job interview at HMRC
✨Know Your FM Basics
Brush up on your knowledge of both hard and soft facilities management services. Be ready to discuss how you would ensure high-quality service delivery and manage supplier relationships effectively, as these are key aspects of the role.
✨Showcase Your Customer Service Skills
Prepare examples that highlight your experience in managing customer complaints and ensuring satisfaction. The interviewers will be looking for your ability to communicate effectively and resolve issues promptly, so have a few success stories ready.
✨Understand the Technical Side
Familiarise yourself with technical questions related to facilities management, such as managing risks like Legionella proliferation. Be prepared to explain your approach to system design controls and maintenance strategies clearly and confidently.
✨Demonstrate Collaborative Spirit
Since the role involves working closely with various teams, think of examples where you've successfully collaborated with others. Highlight your ability to integrate services and maintain strong relationships with stakeholders, as this will be crucial for success in the position.
