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- Tasks: Manage facilities services and ensure top-notch delivery for our customers.
- Company: Join a dynamic team at HMRC, focused on excellence in facilities management.
- Benefits: Full-time role with potential for flexible working arrangements.
- Why this job: Make a real difference in customer satisfaction and service delivery.
- Qualifications: Experience in facilities management and strong customer relationship skills required.
- Other info: Opportunity for career growth and professional development in a supportive environment.
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 in Teville Gate House, Worthing, and have day to day FM responsibilities for all buildings within the Region.
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.
- 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/SLA’s.
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.
Working Pattern
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.
FM Regional Delivery Manager in Worthing employer: HMRC
Contact Detail:
HMRC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land FM Regional Delivery Manager in Worthing
✨Tip Number 1
Network like a pro! Reach out to your connections in the facilities management sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a job that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching the company and its FM services. Understand their values and how they align with your experience. This will help you showcase how you can contribute to their goals, especially in managing supplier relationships and customer satisfaction.
✨Tip Number 3
Practice your responses to common interview questions related to facilities management. Think about examples from your past experiences that highlight your skills in managing contracts and resolving customer complaints effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace FM Regional Delivery Manager in Worthing
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the FM Regional Delivery Manager role. Highlight your recent experience in facilities management and any relevant contract management skills. We want to see how you meet the essential criteria, so don’t hold back!
Showcase Your Customer Service Skills: In your application, emphasise your strong customer relationship management skills. Share examples of how you've successfully managed supplier relationships and resolved customer complaints. This will show us that you have the right ethos for the role.
Be Clear and Concise: When writing your application, keep it clear and concise. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that gets straight to the point!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at HMRC
✨Know Your FM Basics
Make sure you brush up on your facilities management knowledge, especially around Hard and Soft FM services. Be ready to discuss how you've successfully managed supplier relationships and met customer needs in the past.
✨Showcase Your Customer Service Skills
Prepare examples that highlight your strong customer relationship management skills. Think of specific situations where you resolved complaints or improved service delivery, as this will demonstrate your commitment to customer satisfaction.
✨Understand KPIs and SLAs
Familiarise yourself with key performance indicators and service level agreements relevant to FM. Be prepared to discuss how you've monitored and reported on these metrics in previous roles, showcasing your analytical skills.
✨Be Ready to Collaborate
This role involves working closely with various teams, so think about times when you've successfully collaborated with others. Highlight your ability to integrate services and communicate effectively with stakeholders to ensure smooth operations.
