About the job

Job summary

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC. 

 

Visit our YouTube channel to watch the full series and come and discover your potential.

As the Facilities Management Regional Delivery Manager you will ensure delivery of an excellent FM service for our customers for both Hard and Soft FM Services, providing a first class building and excellent services, so that our customers can perform at their best.  

As part of the Workplace Operations Team, you will oversee the performance of the Hard and Soft FM providers in the high profile Regional Centre in Croydon.  

See what it’s like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.

Job description

Role Purpose

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.

Person specification

Responsibilities and Tasks

• Provide a visible presence for our customers ensuring the best quality of service and excellent customer communications.
• 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 performance.
• Support the monitoring of suppliers KPI’s; 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:

• 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).

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. 

Essential Criteria

If not already held, you must be willing to obtain IWIFM Certificate Level 4 or equivalent within 24 months of take up duty.  

Specialist Knowledge and Experience:

To be successful in this position the post holder must be able to demonstrate significant recent experience including;

• 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

Desirable Qualifications:

• IWIFM Level 4.

Benefits

• Learning and development tailored to your role.
• An environment with flexible working options.
• A culture encouraging inclusion and diversity.
• A Civil Service pension with an average employer contribution of 27%.

Find more about HMRC benefits in 'Your little extras and big benefits handbook' for further information or visit Thinking of joining the Civil Service.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills.

As part of the application process, you will be asked to complete:

• A name blind CV.
• Your 250-word Personal Statement should explain how you have the skills and experience for the role and how you meet the requirements in both the job description and Essential Criteria.

Further details around what this will entail are listed on the application form.

Sift and Interview

• The initial sift will be based on evidence of the Essential Criteria within the Personal Statement and CV. This will take place within two weeks of the closing date, with a view to holding interviews within two weeks of the sift. 
• Candidates will be expected to build on the information provided in their Personal Statement and CV.  
• The interview will be a blended assessment consisting of a series of questions against both the Civil Service Success Profiles Behaviours framework and Civil Service Strengths framework.

You will also be assessed against the following GPP Competency:  

• GPP – Professional Technical Expertise. 

We reserve the right to raise the score required at any stage of the process in order to manage numbers.

Interview dates to be confirmed.

A reserve list may be held for a period of up to 3 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.

Eligibility

To check that you are eligible to apply, review this eligibility information

Important information for existing HMRC contractual homeworkers

Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.

Reasonable Adjustments 

We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. 

If you need a reasonable adjustment or a change to be made so that you can make your application, review this information on reasonable adjustments, and contact hmrcrecruitment.grs@cabinetoffice.gov.uk as soon as possible.

Diversity and Inclusion

At HMRC we are committed to creating a great place to work for all our colleagues and creating an inclusive and respectful environment that reflects the diversity of the society we serve.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. We’re committed to creating a great place to work for all our colleagues here at HMRC. We want everyone to feel valued and supported to achieve their potential at HMRC.

For more information on how we make this happen, review this information on our culture and values

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible after considering operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process. 

The Civil Service runs a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. 

Locations 

HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.

Security Update

For more information on the level of security checks we will carry out, review this information on security checks 

Additional Security Information

Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.

For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting

Further Information

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application/s will be withdrawn from the process. 

Duplicate applications for the same vacancy will also be withdrawn.

Transferring into HMRC from Civil Service If you are currently working for an ‘Other Government Department’ (OGD) and would like to consider the impact on your pay when joining HMRC, please see the attached document "Combined T&C and OGD Pay English”, found at the bottom of this advert. Further information on staff transfers can be found on gov.uk

Problems during the application process 

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. 

If you think you’ve made a mistake on a short application form (e.g. you’ve ticked the incorrect eligibility box), please contact hmrcrecruitment.grs@cabinetoffice.gov.uk at least two working days before the vacancy closes. After this, we won’t be able to reopen your application.   

Please use the subject line to insert appropriate wording e.g. Please re-open my application - 340373 & vacancy closing date 07/03/24. Please note that we cannot amend or re-open your application if you have submitted your full application in the interests of fair and open recruitment.

For reasonable adjustments queries or requests, please see details within reasonable adjustments section above.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.