Workplace Operations Lead (TFM)

Job summary

Explore the world of HMRC Estates, where we lead the way in government property transformation. As a key player in one of the UK's largest property programmes, HMRC Estates offers safe, inclusive workplaces and exceptional career development opportunities. Our team is dedicated to delivering high-quality, user-friendly services that enable our colleagues to thrive in an environment where they truly belong. Watch the video below to meet some of our team and come and discover a career in your hands at HMRC.

Key Role within Estates Operating Model. This post is central to the Estates operating model, overseeing Total Facilities Management Services and ensuring all buildings remain safe, secure, compliant, and operational at all times. The role is vital in maintaining an excellent customer experience throughout the estate.

Deputy to the G7 Head of Estates (HOE). Acts as deputy to the G7 HOE, taking on safeguarding and upholding operational standards as required.

- Health and Safety . Ensure safety, security and compliance of all buildings by meeting fire and health and safety standards, creating safe environments for staff and visitors.

- Incident Control and Business Continuity. Monitor business continuity, assist in leading the Command and Control Team during BCP incidents, ensuring effective responses.

- Supplier Relationship Management. Lead supplier relationship management to ensure services meet contract standards and promote customer-focused improvements.

- Contractor Delivery. Oversee contractor delivery across the region, manage NGFM and PFI contract performance, and drive continuous improvement for a diverse property portfolio.

- Team Leadership. Lead and support your team, encouraging collaboration with Workplace Operations and the wider Estates function.

- Communications. Maintain clear and consistent communication with customers and stakeholders to ensure transparency and engagement.

- Stakeholder Engagement. Act as Estates lead for HMRC business units and Government Departments, ensuring effective delivery of Estates services in line with departmental needs.

Job description

The post holder is responsible for delivering customer-focused accommodation services and ensuring safeguards in key areas, including:

- Incident and Business Continuity Planning: Provide the G7 Head of Estates (HOE) with assurance on Health and Safety, Incident Planning, and Business Continuity. Manage a small team of experts, ensure Business Continuity Plans are tested and followed, and act as interim Command and Control Team Leader during incidents until the HOE is available.

- Fire Safety Plans: Ensure comprehensive fire safety plans meet all departmental and legal standards.

- Customer Service: Maintain a strong presence to deliver excellent service and communication. Act as Estates SPOC for HMRC and stakeholders, managing feedback and complaints.

- Customer Engagement: Monitor and address customer concerns, engage with high-profile customers, support colleagues, and facilitate migration to new sites.

- Property Strategy: Help deliver objectives in line with the HMRC Property Strategy.

- Collaboration: Work with others to integrate local customer services, supporting functions such as security, utilities, and IT.

- Service Providers and Landlords: Liaise with TFM suppliers and landlords, ensure integrated services, resolve issues, and support mobilisation/demobilisation of providers.

- Risk and Management Information: Collate information for estate management, identify risks, and escalate unresolved issues.

- Committees: Sit on Regional Health and Safety and Building House Committees, supporting the HOE.

- H&S Risk Management: Support risk management and escalate unresolved building issues.

- Building Security: Support daily security matters with the Regional Security Manager and respond to threat changes or industrial action.

Person specification

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

- Senior Facilities Management Experience. The successful candidate will have a minimum of two years’ recent experience in a senior facilities management or contract management role. This experience should demonstrate responsibility for overseeing key aspects of facilities operations and contract delivery at a site level.
- Property and Facilities Management Expertise. The role requires a property professional with a proven track record in delivering Total Facilities Management services. This includes demonstrable experience in health and safety management, building operations, and business continuity planning within a complex environment.
- Stakeholder Engagement. Applicants must clearly demonstrate strong facilities management skills, particularly in meeting customer requirements and effectively managing relationships with service providers. The ability to balance customer needs with operational delivery is essential.
- Contract and Supplier Management. Significant experience in contract and supplier management is necessary. Candidates must show evidence of successful stakeholder engagement, strong customer relationship management, and a commitment to delivering excellent customer service throughout their work.
- Performance Management and Compliance. An understanding of key performance indicators (KPIs) and service level agreements (SLAs) within facilities management contracts is essential. The candidate should be able to demonstrate assurance and monitoring of contractual performance through these metrics.
- Statutory Compliance. Strong working knowledge of statutory compliance, especially in relation to SFG20 schedules, is required. The post holder must ensure that all facilities management activities adhere to relevant statutory obligations and industry best practice.

Working Pattern

Due to operational needs, these posts are full-time; however, applicants who need to work a more flexible arrangement are welcome to apply. We cannot guarantee that we can meet all requests to work flexibly as any agreement will be subject to business ability to accommodate. Any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

Further Location Information

Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.

Office Closures

If your location preference is for the following site, it’s important to note that this is not long-term site for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.

For more information on where you might be working, review this information on our locations (opens in a new window)

This site is:

• Trinity Bridge House, Salford - moving to an alternative office in Manchester/ Salford

You will be given more information about what this means at the job offer stage.

Qualifications

Holds or Actively Working Towards within 24 months of starting in the role/appointment:
- Asbestos Awareness
- BSRIA Fire Safety Management
- CDM 2015 Regulations Awareness
- Emergency Response Procedures
- IOSH Managing Safely Certificate
- L3 Award Passive Fire Protection
- L3 Certificate in Fire Risk