Job Objectives

•    To 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 (i.e. located around Edinburgh, Newcastle, Leeds, Nottingham, Stratford (London) or Croydon).
•    To efficiently manage successful service delivery for the allocated ‘hub and spoke' locations - supported by Assistant Workplace Experience Manager(s) in those buildings where these are appointed. 
•    To effectively manage, develop, motivate and support the integrated FM team and supply partners, involved in delivering services to the allocated ‘hub and spoke' buildings. 
•    To ensure all legal, statutory and contractual obligations are routinely delivered to the required standards.
•    To focus strongly on, first-class customer service; building strong positive collaborative relationships with 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

•    Acts 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.  
•    Ensures that high levels of customer experience are delivered by site team(s) and supply partners, continuously focusing on operational excellence and the identification and implementation of value adding improvements and initiatives across all services, including those which grow the Social Value contribution derived from Mitie activities.
•    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, with a focus on ensuring that all services delivered are adequately risk assessed and suitably controlled / supervised.
•    Participate in the delivery of the Health and Safety Policy of the company as it relates to the role, actively reporting any dangers, hazards and interventions, taking remedial action as appropriate.
•    Undertake other duties which may be required which are within the capability and/or experience of the postholder.

Person Specification

Knowledge / Experience 

•    A strong understanding of facilities services and maintenance activities, with demonstrable experience in managing delivery and managing people.
•    An effective communicator able to build positive collaborative relationships with colleagues, our customers and contractors. 
•    High level of customer care skills with a customer service focussed approach
•    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.
•    Is highly organised and able to meet deadlines.
•    IT literate and proficient with Microsoft Office and experience of CAFM systems, preferably Maximo
•    Demonstrates flexibility in working hours with the ability to work under pressure and prioritise challenging workloads.
•    Demonstrates the ability to maintain confidentiality. 
•    IOSH Managing Safely

Desirable

•    Professional qualifications in a related FM field and/or equivalent experience
•    Trained first aider
•    Awareness of DDA compliance
•    Social Value Champion
•    Good communications skills, both written and verbal.