Overview
In this role, you will ensure delivery of an excellent facilities management service to our customers for both Hard and Soft FM Services, enabling customers to perform at their best whilst delivering HMRC business objectives. You will be based in Teville Gate House, Worthing, and have day to day FM responsibilities for all buildings within the Region.
Main Responsibilities
* To support the FM Regional Delivery lead in delivering proactive supplier relationships management to deliver services in line with agreed contract performance levels and customer requirements.
* Support the development/evolution of our customer focused services.
* Oversee performance of the hard and soft FM contractors, ensuring coordinated joined up delivery to our customers.
* Input into the review and report on supplier performance to the Estates Area FM Lead, acting to drive continuous improvement.
* Take proactive ownership to manage customer complaints through to timely and successful resolution.
* Ensure provision of high quality and consistent communications with customers and key stakeholders.
* Support escalations through the contractual process as required, managing and owning issues to resolution where appropriate and ensuring effective risk management is applied.
* Oversee day to day performance to ensure the successful delivery of services to a changing portfolio of properties across the region.
* Support the monitoring of suppliers KPIs; supervising regular supplier assessment, analysis and reporting.
* Plan, approve and deliver Minor New Works within budget.
* Collaborate with others to integrate customer services at the local level including:
o With Support Services (access control, mail, FF&E, utilities).
o With Project Delivery (projects including Workplace Improvement Programme and office closures).
o With CDIO (IT service delivery).
o With Estates Transformation (testing and commissioning of new facilities).
Person specification
Although the role holder has overall responsibility for managing the FM services within the Region, they will often be required to reach across to support the wider team, and carry out other tasks to contribute towards the day to day running of the Estate, including responding to customer enquiries, maintaining processes within the building and any other tasks directed by the Facilities Management Lead or Head of Estate to support the team.
Essential Criteria
* Recent substantial experience within a facilities management / contract management function.
* Clear demonstration of FM Skills in both meeting customer needs and managing supplier relationships.
* Demonstration of strong customer relationship management and customer service ethos.
* Understanding key performance related schedules within contracts including assurance of KPIs/SLA’s.
Desirable Criteria
* IWIFM Certificate Level 4 or equivalent, if not already held candidates must be willing to obtain within 24 months of take up duty.
Working Pattern
Due to operational needs, these posts are full-time; however, applicants who need to work a more flexible arrangement are welcome to apply. We can’t guarantee that we can meet all requests to work flexibly as any agreement will be subject to business ability to accommodate. Any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.
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