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Job Objectives
As a Workplace experience manager, you will 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 (located around Edinburgh, Newcastle, Leeds, Nottingham, Stratford, or Croydon).
Better places, thriving communities.
Job Objectives
As a Workplace experience manager, you will 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 (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 in the buildings where these are appointed.
You are expected to successfully manage, develop, motivate, and support the integrated FM team and supply partners involved, in delivering services to the allocated ‘Hub and Spoke' buildings. You will also be expected to ensure all legal, statutory, and contractual obligations are routinely delivered to the required standards.
You will have a strong focus on first-class customer service, building strong, positive, and collaborative relationships with the HMRC, VOA, other building occupiers, and supply chain partners; growing the positive impact of Mitie activities on Social Value locally: and forming a strong active and supportive community with other managers in the HMRC account team and wider Mitie.
Key Responsibilities
* Act as the primary representative for allocated sites, managing and enhancing client relationships through effective communication and collaborative working according to the principals of SSRM and/or ISO44001.
* Builds a comprehensive working knowledge of allocated site(s).
* Ensures all legal and contractual service elements are delivered to standard, within target time, and in accordance with the required key performance indicators.
* Ensure that high levels of customer experience are delivered by site team(s) and supply partners, continuously striving for operational excellence.
* Lead the teams who will be responsible for service delivery.
* Ensure PPM's and reactive works are up to date and SLAs are met.
* Ensure site documentation is complete, up to date and maintained in line with company standards.
* Ensure asset information is kept up to date with findings correctly reported and issues rectified.
* Participate in the forward maintenance review process, assessing and reporting on life cycle asset condition and plans.
* Ensure all statutory compliance activity is up to date and reported accurately.
* Ensure that supply chain and sub-contractor partners delivery locally and adhere to policies and procedures.
* Ensure compliance with all relevant H&S and environmental legislation.
Person Specification
To be considered for this position, it is essential you have a strong understanding of facilities services and maintenance activities, with demonstrable experience in managing delivery and managing people. You must also be an effective communicator, able to build positive collaborative relationships with colleagues, our customers, and contractors. A high level of customer care skills with a customer service focused approach is essential to succeed in this role.
In addition to the above, to be considered for the role, you must also demonstrate the following:
* A flexible approach with the ability to work as part of a team and motivated to be able to work with minimal supervision, lone working at times.
* Strong attention to detail, able to maintain accurate records.
* Show initiative, with an ability to problem solve.
* Excellent interpersonal and communication skills
* Works methodically to ensure accuracy.
* Highly organised and able to meet deadlines.
* IT literate and proficient with Microsoft Office and experience of CAFM systems, preferably Maximo.
* IOSH Managing Safely
Desirable
A professional qualification in a related FM field would be highly advantageous but not essential for the role. Ideally, you will also be a trained first aider as well as holding an understanding of DDA compliance.
Note
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
#FMM
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Dan Dyke at Dan.dyke@mitie.com.
Since 1987, Mitie’s 72,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
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