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- Tasks: Manage facilities services across multiple sites, ensuring top-notch delivery and customer satisfaction.
- Company: Join HMRC, a key player in the UK government, dedicated to delivering excellent public services.
- Benefits: Enjoy potential flexible working arrangements and a supportive team environment.
- Why this job: Be part of a dynamic team that values customer service and continuous improvement in facilities management.
- Qualifications: Experience in facilities management is essential; strong customer service skills are a must.
- Other info: Full-time role with opportunities for professional development and training.
The predicted salary is between 36000 - 60000 £ per year.
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.
Main Responsibilities
- 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.
- Support 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.
- Support the FM Regional Delivery 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 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 KPIs; 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).
Person specification
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.
Essential Criteria
- 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/SLAs.
Desirable Criteria
- IWIFM Certificate Level 4 or equivalent, if not already held candidates must be willing to obtain within 24 months of take up duty.
Full Time only
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. Any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.
Regional Facilities Manager in Portsmouth employer: HMRC
Contact Detail:
HMRC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Regional Facilities Manager in Portsmouth
✨Tip Number 1
Familiarise yourself with the specific facilities management services that HMRC requires. Understanding both Hard and Soft FM Services will help you demonstrate your knowledge during any discussions or interviews.
✨Tip Number 2
Network with current or former employees in similar roles within the facilities management sector. They can provide valuable insights into the company culture and expectations, which can be beneficial when preparing for interviews.
✨Tip Number 3
Showcase your experience in managing supplier relationships effectively. Be ready to discuss specific examples of how you've improved service delivery or resolved customer complaints in previous roles.
✨Tip Number 4
Prepare to discuss key performance indicators (KPIs) and service level agreements (SLAs) relevant to facilities management. Being able to articulate your understanding of these metrics will demonstrate your capability to manage performance effectively.
We think you need these skills to ace Regional Facilities Manager in Portsmouth
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your recent substantial experience in facilities management and contract management. Emphasise your skills in meeting customer needs and managing supplier relationships, as these are crucial for the role.
Craft a Strong Cover Letter: In your cover letter, demonstrate your understanding of key performance indicators (KPIs) and service level agreements (SLAs). Use specific examples from your past experiences to show how you have successfully managed customer relationships and resolved complaints.
Highlight Relevant Qualifications: If you hold an IWIFM Certificate Level 4 or equivalent, make sure to mention it prominently. If not, express your willingness to obtain it within the required timeframe, showcasing your commitment to professional development.
Showcase Communication Skills: Since the role requires high-quality communication with customers and stakeholders, provide examples in your application that illustrate your strong customer service ethos and ability to manage escalations effectively.
How to prepare for a job interview at HMRC
✨Showcase Your FM Experience
Make sure to highlight your recent substantial experience in facilities management or contract management. Be prepared to discuss specific examples where you've successfully met customer needs and managed supplier relationships.
✨Demonstrate Customer Service Skills
Emphasise your strong customer relationship management skills. Share instances where you went above and beyond to resolve customer complaints or enhance service delivery, showcasing your customer service ethos.
✨Understand KPIs and SLAs
Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. Be ready to discuss how you have monitored and ensured compliance with these metrics in previous positions.
✨Prepare for Collaborative Scenarios
Since the role involves collaboration with various teams, think of examples where you've worked effectively with others. Be prepared to discuss how you would integrate services at the local level and manage projects like workplace improvements.
