Workplace Experience Manager

Better places, thriving communities.

Job Objectives

As a Workplace Experience Manager, you will be responsible for delivering all Next Gen FM workplace services for a designated \’Hub and Spoke\’ group of buildings across the East HMRC estate, located around Edinburgh, Newcastle, Leeds, Nottingham, Stratford, or Croydon.

You will manage service delivery efficiently for the allocated locations, supported by an assistant workplace manager where appointed. You are expected to lead, develop, motivate, and support the integrated FM team and supply partners to meet all legal, statutory, and contractual obligations to the required standards. A strong focus on first-class customer service, building positive relationships with HMRC, VOA, other building occupiers, and supply chain partners, is essential. You will also aim to enhance the social value of Mitie activities locally and foster a supportive community within the HMRC account team and wider Mitie network.

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 sites.
3. Ensure all legal and contractual service elements are delivered to standard, within target times, and according to KPIs.
4. Deliver high levels of customer experience through site teams and supply partners, striving for operational excellence.
5. Lead the teams responsible for service delivery.
6. Ensure PPMs and reactive works are up to date and SLAs are met.
7. Maintain complete, up-to-date site documentation in line with company standards.
8. Keep asset information current, report findings accurately, and rectify issues.
9. Participate in forward maintenance reviews, assessing asset condition and lifecycle plans.
10. Ensure statutory compliance activities are current and accurately reported.
11. Oversee supply chain and subcontractor delivery, ensuring adherence to policies and procedures.
12. Ensure compliance with all relevant H&S and environmental legislation.

Person Specification

Applicants should have a strong understanding of facilities services and maintenance, with proven experience in managing delivery and teams. Effective communication skills, a customer-focused approach, and the ability to build collaborative relationships are essential. Key qualities include:

• Flexibility and ability to work independently or as part of a team.
• Attention to detail and accurate record-keeping.
• Problem-solving initiative.
• Excellent interpersonal and communication skills.
• Methodical working style for accuracy.
• High organization and deadline management skills.
• Proficiency with Microsoft Office and CAFM systems (preferably Maximo).
• IOSH Managing Safely certification.

Desirable

A professional qualification in a related FM field is advantageous but not essential. Trained first aider status and knowledge of DDA compliance are also desirable.

Note

This job description provides an overview of the role and responsibilities. Specific tasks and objectives will be agreed upon during employment and may be revised to meet business needs.

#FMM

We offer a comprehensive benefits package, including virtual GP services, financial wellbeing schemes, flexible holiday options, high street discounts, cycle-to-work schemes, life cover, pension contributions, share plans, recognition awards, and extensive training opportunities.

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

Since 1987, Mitie has employed 72,000 people globally, maintaining a diverse client base including banking, government, hospitals, and schools. Join our team and be part of a diverse, inclusive community.

Apply Now

Interested in moving roles within Mitie? Share your experience and help others learn about life at Mitie.

#J-18808-Ljbffr