About the job

Job summary

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As the Facilities Management Regional Lead 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
• 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 KPI’s; 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. 

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

Alongside your salary of £46,977, HM Revenue and Customs contributes £12,683 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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.

How to Apply 

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

• A name-blind CV including your job history and previous experiences.
• A 500-word Personal Statement.

Written Sift

Candidates should consider the requirements and specifications for the role as detailed above when completing their application. The sift will be conducted based on evidence provided on the CV and Personal Statement. Candidates should explain how they have the skills and experience for the role, and meet the requirements in the job description.

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

Sift

• The sift will be based on evidence of the essential criteria within the Personal Statement and CVs, will take place within two weeks of the closing date, with a view to holding interviews within two weeks of the sift

We may also raise the score required at any stage of the process if we receive a high number of applications. 

Interview

• Interviews will consist of behaviour based questions, where 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.

The behaviours to be tested at interview, provided against the 3 Success Profiles - Civil Service Behaviours detailed below: 

• Behaviour 1 – Leadership
• Behaviour 2 – Making Effective Decisions
• Behaviour 3 – Managing a Quality Service 

You will also be assessed against the following GPP Competency: 

GPP – Professional Technical Expertise 

This is an example of a strengths-based question: 

“It is often said that the customer's needs should come first. To what extent do you agree or disagree with this statement?” 

There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well. 

Interviews will take place face to face. Sift and interview dates to be confirmed.

Eligibility 

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake, please contact us via: ubsrecruitmentexcellence@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’

To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.

Reserve List

A reserve list may be held for up to 12 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.

Merit List 

After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.

Criminal Record Check

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.

Reasonable Adjustments

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

If you need a change to be made so that you can make your application, you should: 

• Contact the UBS Recruitment Excellence Team via ubsrecruitmentexcellence@hmrc.gov.uk as soon as possible before the closing date to discuss your needs. 

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

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.

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.

Terms and Conditions 

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. 

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. 

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. 

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. 

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants will join on the minimum of the pay band.

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

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.