HM Revenue & Customs
Head of Estate
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About The Job
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HMRC Estates & Locations Programme is at the forefront of delivering and implementing the biggest property programme in the UK. We are the leading edge of Government property transformation. Workplace Operations is a key part of HMRC's Estates & Locations Directorate (E&LP), and our purpose is to provide HMRC and Other Government Departments (OGDs) with an estate which is the right size and shape to meet both the current and future needs of our customers in HMRCs business areas. We are a customer focussed organisation which exists to offer high quality, easy to use services to enable our colleagues to perform at their best by providing working environments in which they want to work.
Job Description
Reporting to an Area Head of Operations, the role holder will lead a multidisciplinary Workplace Operations team, delivering safe, compliant and customer-focused services across a complex estate. They will provide clear leadership, build team capability, manage recruitment, performance, development and change, and oversee supplier staff and a delegated budget. Success requires strong communication, sound change-management knowledge and the ability to collaborate with senior stakeholders, building users, suppliers, other government departments, subject-matter experts and trade unions to resolve complex issues and improve customer outcomes.
As Duty Holder for designated sites and a member of the wider Workplace Operations Leadership Team, the role holder will assure compliance with health and safety and statutory requirements. This includes overseeing risk assessments and closure of high-risk actions, reviewing regional compliance, monitoring supplier performance and reporting incidents and risks. They will also track office attendance and mandatory learning, chair quarterly House and Health and Safety committees, review customer and people survey results, deliver budget improvements and lead continuous-improvement activity across the wider leadership team.
This is a key leadership role within the E&LP directorate operating model, leading the change on how we deliver our service to provide a better and enhanced customer experience. The opportunity to develop and lead a fast-paced professional team supporting a dynamic agile workspace making sure the building and facilities fully operational 24 hours a day.You will be instrumental in delivering an innovative approach to managing the estate with full accountability for delivering a successful operation to HMRC and OGD's across a regional area. You will be based in Edinburgh one of our flagship UK Government hubs and will have responsibility for making, supporting, and implementing a wide range of decisions positively impacting customer experience. Effectively managing a dynamic delivery model through suppliers and own team, the role holder will engage regularly with senior stakeholders, building occupants and visitors. You will successfully manage relationships and ensure excellent customer experience.
You will be the senior Workplace Operations leader, based on site to enable service delivery. You will be influential in developing and evolving a professional team, as well as reviewing services to continue to offer valued and customer centric services. This role provides a rare and exciting opportunity to shape and to continue to influence service delivery.
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Key Responsibilities
- Hold a key leadership role within E&LP operating model.
- Deliver and lead a multi-disciplinary team of Workplace Operations Professionals.
- Leadership role across 4 sites within HMRC's Edinburgh Region.
- Use data and insight to enhance customer experience.
- Deliver customer-focused services across the HMRC estate, maintaining a strong emphasis on collaboration and stakeholder engagement. This includes the liaison with senior government officials and external stakeholders.
- Communicate with clarity and conviction, tailoring your approach to different audiences.
- Ensure knowledge of change management processes and apply them effectively.
- Lead discussions on complex customer issues with senior customers and other interested parties.
- Collaborate with the Professional Services Team and other Subject Matter Experts (SMEs) to prevent and resolve building related issues.
- Ensure delivery of safe and compliant workplaces and provide assurance to E&LP Senior Leadership Team.
- Investigate and provide solutions to complaints raised consulting with the Customer Team in E&LP.
- Manage a delegated budget effectively.
Person specification
We are seeking an experienced and inspiring estates leader with a proven track record of delivering customer-focused workplace services across a complex estate. The successful candidate will be a collaborative and strategic leader, able to build strong stakeholder relationships, utilise data and insight to drive service improvements, and confidently navigate change and complexity. They will have significant experience leading multidisciplinary teams, managing budgets, ensuring health, safety and statutory compliance, and providing assurance to senior leaders. With excellent communication skills and a people-centred approach, they will foster high-performing teams, champion continuous improvement, and deliver positive outcomes for customers, colleagues and the wider organisation.
Essential Criteria
- Experience in a key leadership role within an Estates discipline.
- Used data and insight to enhance customer experience.
- Collaboration and stakeholder engagement.
- Adept at investigating and providing customer-driven solutions to complaints.
- Managed a delegated budget effectively.
Desirable Criteria
- Memberships/Accreditations - Civil Service Management Development Programme.
- Health and Safety - L3 Certificate in Fire Risk Assessment.
Qualifications
It is mandatory that either candidates have achieved or commit to completing the following accreditations within 18 months of appointment:
- Asbestos Awareness
- BSRIA Fire Safety Management
- CDM 2015 Regulations Awareness
- Emergency Response Procedures
- IOSH Leading Safely
- L3 Award Passive Fire Protection
- Legionella Awareness
- NEBOSH General Certificate
Memberships
Essential to Develop to:
- Holds or Actively Working Towards IWFM Certified Certification (Senior to Executive) L6/7, Certified IWFM (CIWFM)
- Holds or must achieve, within the first 6 months of starting the role the Contract Management Capacity Programme (CMCP) Foundation accreditation
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Communicating and Influencing
- Working Together
- Managing a Quality Service
Benefits
Alongside your salary of £58,541, HM Revenue and Customs contributes £16,959 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
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We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
- Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary.
- Family friendly policies.
- Personal support.
- Coaching and development.
To find out more about HMRC benefits and find out what it's really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service.
Things you need to know
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours and Experience.
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, qualifications and previous experiences.
- A 500-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the essential criteria outlined in the advert.
Please evidence any Desirable Criteria where applicable, up to 250 words max. This is not essential for the role but may be considered by the vacancy holder where candidates have the same score at interview.
Further details around what this will entail are listed on the application form.
Sift
In the event of a large number of applications being received, an initial sift may be held on the Personal Statement.
At full sift your CV, and your Personal Statement, will be assessed, with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview
During the panel interview, you will be asked behaviour based questions to explore in detail what you are capable of, prior to interview we will be asking candidates to prepare a presentation. The presentation should last no longer than 10 mins, this will test your experience during the interview.
Interviews will take place face to face in Edinburgh. Sift and interview dates to be confirmed. Please note that circumstances may arise that require the planned interview format to change. We will endeavour to provide you with as much notice of any change as possible.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is
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