HM Revenue & Customs
Head of Estate
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Head of Estate - HMRC - Edinburgh
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.
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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.
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.
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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.
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