Responsibilities
The Service Team Manager is an integral part of the Estate and Facilities Management team and will be responsible for providing excellent customer service to Senedd Members, their support staff and Commission staff on facilities related issues such as cleaning, maintenance, catering, environmental conditions and parking on the estate. The manager will liaise with external stakeholders including the cleaning contract manager and off‑site parking provider to ensure high standards for the estate.
* Lead a team of 7 (3 Service Desk members and 4 Porters) and report to the Head of FM Services and Sustainability.
* Manage the desk booking system, provide advice to customers and liaise with Heads of Service.
* Coordinate Member offices and group office risk assessment arrangements.
* Maintain attendance trackers and capture contractor and visitor details.
* Manage the cleaning contract and budget; conduct formal monthly performance reviews and audit services against KPIs.
* Ensure the estate is cleaned to the highest standards and manage the on‑site cleaning supervisor.
* Provide advice and support to customers to meet their needs and resolve issues promptly.
* Oversee the car parking budget and income, monitor usage and manage parking arrangements, including visitor and contractor processes.
* Liaise with the Facilities contractor to complete customer requests.
* Develop and deliver a regular programme of proactive floorwalks to seek feedback and improve standards.
* Support Engagement and Communications teams with facilities and estate services for events, logistics, and health & safety compliance.
* Represent EFM on the Health and Safety Committee and coordinate relevant inspections.
* Work with wider facilities teams to implement the Ty Hywel and Senedd rota timetable to support Senedd business.
* Lead line and performance management, training, motivation, and development of the team.
* Implement service improvement and efficiencies with the porters and wider team.
* Manage workload and prioritise services and activities.
* Contribute as a member of the EFM management team, ensuring priorities and objectives are cascaded effectively.
* Coordinate with the contract management team to ensure effective integration of service and contract management.
* Provide support and cover to the EFM Finance Manager for budget management responsibilities as required.
* Collaborate with the EFM Governance officer to maintain GDPR and information asset registers relevant to Facilities services processes.
Qualifications
* Proven experience successfully managing a busy team with diverse responsibilities.
* Excellent customer service skills.
* Excellent communication and interpersonal skills.
* Experience implementing change, developing processes, and acting on continuous improvement opportunities.
* The ability to work under pressure and adapt to rapidly changing demands and priorities.
Desirable Criteria
* Facilities Management experience.
* Knowledge and experience of health and safety arrangements and processes.
Security
Successful candidates must undergo a criminal record check, meet the required security standards and complete baseline personnel security standard checks. The level of security required is a security check.
Benefits
* Salary of £37,523 with Welsh Parliament contributing £10,870 towards membership of the Civil Service Defined Benefit Pension scheme.
* Learning and development tailored to your role.
* Flexible working options.
* A culture encouraging inclusion and diversity.
* Employer contribution of 28.97% to a Civil Service pension.
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