Workplace Experience Manager

Better places, thriving communities

Job Objectives

1. To be responsible for the delivery of all Next Gen FM workplace services associated with one of the designated ‘hub and spoke\’ groups of buildings across the East HMRC estate (i.e., located around Edinburgh, Newcastle, Leeds, Nottingham, Stratford (London), or Croydon).
2. To efficiently manage successful service delivery for the allocated ‘hub and spoke\’ locations, supported by Assistant Workplace Experience Manager(s) where appointed.
3. To effectively manage, develop, motivate, and support the integrated FM team and supply partners involved in delivering services to the designated buildings.
4. To ensure all legal, statutory, and contractual obligations are routinely met to the required standards.
5. To focus on first-class customer service, building strong relationships with HMRC, VOA, other building occupiers, and supply chain partners; enhancing social value and fostering a supportive community within the team.

Key Responsibilities

1. Act as the primary representative for allocated sites, managing and enhancing client relationships through effective communication and collaboration, following SSRM and/or ISO44001 principles.
2. Develop comprehensive knowledge of the allocated site(s).
3. Ensure all legal and contractual service elements are delivered to standard, within target times, and according to KPIs.
4. Maintain high customer experience levels by the site team and supply partners, focusing on operational excellence and continuous improvement, including social value initiatives.
5. Lead the teams responsible for service delivery.
6. Ensure PPMs and reactive works are up to date, and SLAs are met.
7. Keep site documentation complete and current, in line with company standards.
8. Maintain accurate asset information, report findings, and rectify issues.
9. Participate in forward maintenance reviews, assessing asset condition and planning.
10. Ensure statutory compliance activities are up to date and accurately reported.
11. Manage supply chain and subcontractor adherence to policies and procedures.
12. Ensure compliance with H&S and environmental legislation, with proper risk assessments and controls.
13. Contribute to the Health and Safety Policy, reporting hazards and taking remedial actions as needed.
14. Undertake other duties as appropriate within capability and experience.

Person Specification

1. Strong understanding of facilities services and maintenance, with management experience.
2. Effective communicator, capable of building positive relationships.
3. Customer care skills with a service-focused approach.
4. Flexible, team-oriented, and able to work independently, including lone working.
5. Attention to detail and accurate record-keeping.
6. Problem-solving initiative.
7. Excellent interpersonal and communication skills.
8. Methodical and organized, able to meet deadlines.
9. Proficient with Microsoft Office and CAFM systems (preferably Maximo).
10. Flexible working hours, able to work under pressure and prioritize workloads.
11. Ability to maintain confidentiality.
12. IOSH Managing Safely certification.

Desirable

1. Professional qualifications in a related FM field or equivalent experience.
2. First aider certification.
3. Awareness of DDA compliance.
4. Social Value Champion.
5. Strong written and verbal communication skills.

Our market-leading benefits include virtual GP access, financial wellbeing schemes, flexible holiday options, high street discounts, cycle-to-work, life cover, enhanced pension contributions, share schemes, and recognition awards. We prioritize career development through diverse training opportunities.

We are committed to inclusive recruitment. If you require adjustments during the process, contact Dan Dyke at

Since 1987, Mitie has maintained global companies and is the UK\’s leading facilities management and professional services provider, serving a range of clients from banking to government and healthcare.

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