Facilities Management - Regional Delivery Manager - Portsmouth

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.

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? 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 do this by taking equality, diversity and inclusion into account in everything we do. Diverse perspectives and experiences are critical to our success and we welcome and encourage applications from all people from all backgrounds with the relevant experience and skills.

In this role, you will ensure delivery of an excellent facilities management service to our customers for both Hard and Soft FM Services, enabling customers to perform at their best whilst delivering HMRC business objectives. You will be based from Lynx House Portsmouth and have day to day accountability and responsibility for Facilities Management related requirements in Southampton, Eastbourne and one other HMRC site within the Portsmouth Region on a monthly basis or as per operational requirement.

• Support the FM Regional Delivery 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.
• Input into the review and report on supplier performance to the Estates Area FM Lead, acting to drive continuous improvement.
• 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 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.
• Support the monitoring of suppliers KPI's; supervising regular supplier assessment, analysis and reporting.
• Plan, approve and deliver Minor New Works within budget.

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).

Although the role holder has overall responsibility for managing the FM services within the Region, they 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 Facilities Management Lead or Head of Estate to support the team.

• 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.

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

Due to operational needs, these posts are full-time; however, applicants who need to work a more flexible arrangement are welcome to apply. We can't guarantee that we can meet all requests to work flexibly as any agreement will be subject to business ability to accommodate.

We’ll assess you against these behaviours during the selection process: Leadership, Making Effective Decisions, Managing a Quality Service.

You will also be assessed against the following GPP Competency: GPP - Professional Technical Expertise.

Alongside your salary of £36,320, HM Revenue and Customs contributes £10,521 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 are also provided.

To find out more about HMRC benefits and what it’s really like to work for HMRC, hear from our insiders or visit Thinking of joining the Civil Service.

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths, Experience and Technical skills.

As part of the application process, you will be asked to provide a name-blind CV including your job history and previous experiences, and a 500-word personal statement describing how your skills and experience would be suitable for the advertised role, making reference to the essential criteria and person specification outlined in the advert.

Further details around what this will entail are listed on the application form.

Please take extra care to tick the correct boxes in the eligibility sections of your application form. If you do make a mistake with your eligibility form, please contact us via email as soon as possible before the closing date to discuss your needs.

Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.

We are looking into ways to enhance the applicant experience. As part of our legitimate interests, we are testing the use of new technologies such as automation and/or Artificial Intelligence in the assessment for CV, personal statement and behaviour statement.

This job is broadly open to UK nationals, nationals of the Republic of Ireland, nationals of Commonwealth countries who have the right to work in the UK, and nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS).

The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. The Civil Service embraces diversity and promotes equal opportunities.