14560 - Northwest Facilities Manager

The Facilities Manager is responsible for oversight of the Facilities Management (FM) and Security service contract provision within a defined portfolio of properties with the Northwest Region, supporting the wider business objectives of HMCTS and developing a fit for purpose, safe, secure, and modern sustainable Estate. The role is established to provide a support function to HMCTS colleagues by performance managing service providers appointed through fixed term-contract arrangements and deliver a high level of personalised care to our customers, stakeholders and court and tribunal users.

Your role as the Northwest Facilities Manager encompasses several key aspects (but not limited to):

• Maintain an established and broad understanding of both the security and facilities management contract arrangements and related supplier responsibilities to swiftly respond to daily user enquiries and resolve problems and issues in a timely manner. This means developing a knowledge of contract framework, specifications, service level agreements and key performance indicators against which supplier's success can be measured.
• Be the first point of contact for HMCTS Operational Managers and Building Champions to resolve escalated building maintenance and security issues. You will need to be available at short notice to provide contract advice and communicate with supplier colleagues to ensure supplier resources are directed appropriately to resolve critical issues.
• Manage chargeable ad hoc work requests via supplier Computer Aided Facilities Management (CAFM) systems - processing work order approvals within defined financial constraints and ensuring value for money checks are conducted so that agreed costs reflect contract specifications.
• Approve or reject submitted quotes within two working days to prevent service delays to end users.
• Complete business case documents to progress chargeable work exceeding financial authority and submit to line manager for review.
• Travelling to sites is a requirement of the role. The role holder will be expected to visit each of your properties in person monthly as a minimum within the Northwest. The visit should be structured so that you meet with the Building Champion/Delivery Manager and review outstanding priority issues, you will manage an action plan to resolve matters within your area of FM/Security contract responsibility. You will arrange to follow up actions through to resolution within timescales agreed with the Building Champion or other local leaders.

Essential

• Strong communication skills. The role requires constant dialogue with your customers, and you will be able to explain key contract processes and expectations as well as explanations of issues to an audience without technical understanding.
• Proven experience working with customers and multiple stakeholders to deliver excellent levels of customer service. You will be able to provide examples in previous experience which demonstrates your exceptional people skills.
• You will build relationships with your customers and supplier staff that strikes a balance between holding our partners to account and a personable approach that ensures we work as a collective to improve standards, avoiding a purely combative approach.
• Proficient using MS Office, Teams, Word, Excel, and Outlook software. You will be responding to many daily enquiries by email and will be confident of writing in a formal manner, occasionally to senior audiences.
• Base level understanding of Fire Safety, Security and Health & Safety.
• Experience of working within defined policies and procedures for example financial constraints.
• You must hold a full UK Driving License. The nature of the Facilities Management role means that you must possess a valid entitlement to drive unsupervised in the UK, at the point of commencement of your duties.

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support our service users and colleagues, where people and businesses access potentially life-changing justice. We're looking for individuals who are committed to public service and want to make a difference in people's lives in delivering justice. If you're interested in developing a career with a real purpose, please apply.