Facilities Manager

Initial 3 Month Contract

Queen Elizabeth House - Edinburgh

HMRC Estates is at the forefront of delivering the biggest property programme in the UK. We are at the forefront of Government property transformation. HMRC Estates provides the professional capability to our customers and our tenants ensuring the estate is the right size, shape and quality to meet both the current and future needs of HMRC.

The Estates Directorate is committed to building the professionalism of our people, providing clear and defined career pathways enabling focused learning and development across several specialist areas in a culture of continual improvement.

You will be part of an estates vision to be the best Estates department in Government, providing first class buildings and excellent services for our customers.

To ensure delivery of an excellent facilities management service to our customers for both Hard and Soft FM Services in order that customers can perform at their best, enabling the delivery of HMRC business objectives.

• To support the lead in delivering proactive supplier relationships management to deliver services in line with agreed contract performance levels and customer requirements.
• Supporting 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
• To support the lead to integrate contractor delivery in the Regional Centre and Specialist Sites whilst ensuring robust management of performance on legacy contracts across the estate
• Input into the review and report on supplier performance to the Estates Area G7 FM Lead, acting to drive continuous improvement
• Supportive leadership and direction of Band Os, whilst ensuring a collaborative and joined up approach with the rest of the onsite Workplace Operations Team and the wider Estates business operation
• 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 escalated 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

• Provide a visible presence for our customers ensuring the best quality of service and excellent customer communications
• Collaborate with others to integrate customer services at the local level including:
  • With Support Services (access control, mail, FF&E, utilities)
  • With Project Delivery (projects including Workplace Improvement Programme and office closures)
  • With CDIO (IT service delivery)
  • With Estates Transformation (testing and commissioning of new facilities)
• Support with customer feedback and Level 2 complaints
• Provide a proactive local interface with hard and soft FM suppliers and landlords integrating service provision to customers
• Assure hard and soft FM supplier and landlord performance
• Support the monitoring of suppliers KPIs; supervising regular supplier assessment, analysis and reporting
• Plan, approve and deliver Minor New Works within budget
• Although the role holder has overall responsibility for managing the FM services within the Region, the post holder 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 SO Facilities Management Lead or Head of Estate to support the team.

• With Project Delivery, plan and support project delivery and office closures
• With Estates Transformation, carry out testing and commissioning of new facilities
• Support the mobilisation of new service providers and de-mobilisation of existing suppliers
• Collate and inform appropriate management information to enable the effective management of the estate and suppliers
• Identify and manage customer service and FM risks
• Self-Management and Development
• Manage and develop staff