Area Workplace Services Manager

Job summary

The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the government’s office estate.

We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team.

Representing the best covenant in the UK – His Majesty’s Government – we are leading significant transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme. We are also delivering cost- effective property services such as asset management, lifecycle replacement and workplace services.

Innovation and progress underpin our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. Our four core values are at the heart of everything we do. They shape our culture and guide how we work, lead and grow together:

Striving for excellence - We always aim to deliver great results
Empowering through respect - We insist on fair treatment for all, always
Acting with integrity - We consistently do the right thing
Succeeding together - We rely on each other to achieve success

The GPA is committed to representing the communities we serve by making Diversity, Equality and Inclusion part of everything we do.

To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.

Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth.

We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction.

Job description

The Area Workplace Services Manager is a pivotal position within the Workplace Service Delivery Team. Supporting the Workplace Services Regional Manager, the
post holder will have responsibility for leading delivery of high-quality customer services in an Area within the allocated region. Passionate about customer service excellence, the successful candidate needs to be able to build teams of civil servants to deliver excellent workplace experience within their assigned. As we expand our portfolio, we are seeking a diverse team of team leaders.

Key Responsibilities

• The face of GPA Workplace Services to the local clients/customers within remit
• Line management responsibility for Workplace Managers. Typically, responsible for managing direct reports of 1- 6 FTE, leading and inspiring team members to consistently deliver excellent customer service across our client portfolio
• Driving service performance through teams responsible for day-to-day management of sites/clusters
• Working closely taking ownership for managing contractual activity between GPA and its Service Providers.
• Responsible for managing escalations, disputes EWN and DN by developing a strong understanding of the commercial terms and building strong relationships with WS Service Providers. Including but not limited to the application of commercial toolkit where applicable to drive standards to the expected level
• Undertaking regular site visits required to manage the services, including supporting the transition of new sites into the region
• Ensure prompt resolution of customer issues and complaints escalated from the client, customer, manager or helpdesk. Escalating when appropriate to Regional Workplace Services Manager
• Management of incidents including engagement with key stakeholders, external support and GPA seniors. Ensures full alignment to the GPA incident management process including out of hours support and incident reporting
• Managing delivery of minor works and churn projects (lower value / less complex projects) and escalation of higher value / more complex projects to GPA Capital Projects and Workplace Service Delivery projects.
• Reviewing and agreeing Service Partners contractors’ proposals for lifecycle replacement and planned maintenance work at an area level.
• Manages chargeable / billable works. Budget management responsibility or the area, including forecasting, management and improvement. Takes responsibility for the approval of works within the delegated authority matrix
• Drive excellence in service delivery by liaising with GPA teams including seeking advice from experts as required (Property Asset Management, Project/Programme Delivery, Finance and Assurance)
• Actively participate in and support the development and deployment of the WSD strategy
• Contributes to and embeds change programmes across WSD and the GPA, Workplace Services Strategies into the operating model
• Actively supports tender processes to ensure the GPA has suitable contractual arrangements to support customer needs
• Responsible for ensuring that PQs and FOIs are responded to in a timely manner by providing quality information as required
• Responsible for ensuring that the correct governance and controls are in place to provide assurance over supplier performance and GPA standards
• Develop robust succession plans to de-risk the business for team
• Any other reasonable and authorised activity as needed from the business from time to time
• Deputise for the Regional Manager and/or Peers as required.

Person specification

Have relevant practical experience in Workplace Services Management at a Senior level

Have demonstrable experience in people management, specifically remote management of geographically dispersed staff and / or teams.

Be able to travel within the geography of the Region (and occasionally nationally) to deliver the duties and attend management meetings.

Have the capability to be an excellent leader and manager, with experience of identifying and implementing improvements and promoting a culture of a high-performance customer service

Have the ability to influence stakeholders at all levels Creative, innovative and adaptable, and able to evolve as the Agency develops, supporting the

Regions Workplace Services Manager with any change that needs to be implemented

Comfortable working in a fast paced and matrix environment, dealing with uncertainty and handling a range of challenges competently as they emerge.

Experience & Technical Skills

Experience of leading workplace-related services (hard and soft FM, operational security, ICT services, hospitality, community engagement) ideally with commercial understanding and awareness and the ability to get the best out of key suppliers

Qualifications and Accreditations

Essential criteria:

• Must have or be working towards a recognised industry qualification

Desirable criteria:

• Appropriate professional qualifications and memberships would be desirable, such as IWFM or equivalent and APM Registration or Chartership. Applicants from other sectors with relevant transferable skills and experience such as hospitality or events management are also encouraged.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Making Effective Decisions
• Communicating and Influencing

Technical