Workplace Experience Manager

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.

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.

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.