HM Revenue & Customs
Workplace Operations Lead (TFM)
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About The Job
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.
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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 Assessment
- Legionella Control & Management
- Legionella Awareness
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If the individual doesn't hold the above qualifications HMRC will fund the qualifications as part of mandatory training/qualifications within 24 months of starting in the role/appointment.
Desirable:
- NEBOSH General Certificate
- NEBOSH Construction Certificate
- Contract Management Foundation
Desirable qualifications will be funded on a need's bases, subject to department funding.
Memberships
Essential to Develop to: Holds or Actively Working Towards IWFM Member Certification (Manager to Senior) L4/5, Member IWFM (MIWFM) within 24 months of starting in the role/appointment.
Behaviours
We'll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Working Together
- Delivering at Pace
Technical skills
We'll assess you against these technical skills during the selection process:
You will be asked technical questions based on the Government Property Profession Career Framework. Please see the link in the Interview section for more details regarding this framework.
Benefits
Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
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.
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 (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills.
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 and previous experiences. Your CV should cover up to your last 3 roles, detailing your responsibilities and key achievements (max 100 words per role).
- A 1000-word Personal Statement. Your Personal Statement should clearly demonstrate how your skills and experience meet the person specification.
Further details around what this will entail are listed
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