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 associated with a designated \’Hub and Spoke\’ group of buildings across the East HMRC estate, located around Edinburgh, Newcastle, Leeds, Nottingham, Stratford, or Croydon.

You will efficiently manage successful service delivery for the allocated \’Hub and Spoke\’ locations, supported by an assistant workplace manager where appointed.

You are expected to manage, develop, motivate, and support the integrated FM team and supply partners involved in delivering services to the \’Hub and Spoke\’ buildings. Ensuring all legal, statutory, and contractual obligations are routinely met to the required standards is also essential.

Building strong, positive, and collaborative relationships with HMRC, VOA, other building occupiers, and supply chain partners is crucial. You will also focus on enhancing social value locally and fostering a supportive community with other managers in the HMRC account team and wider Mitie.

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 a comprehensive understanding 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. 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 accurate and 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 and reporting on asset lifecycle and 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 demonstrable experience in managing delivery and people. Effective communication skills and a customer-focused approach are essential.

Additional requirements include:

• Flexibility and ability to work independently or as part of a team.
• Strong attention to detail and record-keeping skills.
• Problem-solving initiative.
• Interpersonal and communication skills.
• Methodical work approach and high organization skills.
• IT proficiency, especially with Microsoft Office and CAFM systems like Maximo.
• IOSH Managing Safely certification.

Desirable

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

Note

This job description aims to provide an overview of the role and duties. Specific tasks and objectives will be agreed upon during employment. The description may be amended to reflect role changes or business needs.

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Our benefits include virtual GP access, financial wellbeing schemes, flexible holiday options, high street discounts, cycle-to-work schemes, life cover, enhanced pension contributions, share schemes, and employee recognition programs.

We are committed to inclusivity and accessible recruitment. Please contact Dan Dyke at for reasonable adjustments during the process.

Since 1987, Mitie has employed 72,000 staff, maintaining global companies across various sectors. We are the UK\’s leading facilities management and professional services provider.

Join our Mitie team. Together, our diversity makes us stronger.

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