Facilities Management Officer - CardiffAbout the jobJob summaryExplore 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. Build a Career in Property with HMRC EstatesDo you want to build a career within Facilities Management?Are you confident in your ability to carve out your future development?Have you got what it takes to liaise with customers across our many business streams?If it\\\'s a yes, then a career within Facilities Management at HMRC in our Cardiff region could be for you! A career within Facilities Management is a door into a world about how we run the essential services needed for the teams within HMRC to do the great work they do!As part of your new job within HMRC, you will be proactively delivering supplier relationship management, ensuring they deliver services in line with our agreed contract performance levels and our evolving customer requirements. You\\\'ll support the oversight of the hard FM (maintenance and plumbing etc) and soft FM (cleaning and catering) contractors ensuring there is a coordinated and joined up approach to serving our customers. We are looking for you to resolve any complaints, following through to its natural completion. This offers you the chance support escalations through contractual processes, leading and owning the intensified risk and to ensure risk management is applied. Opening your eyes to a world of contract management and escalation. This can mean working collaboratively in a joined-up way with colleagues across FM Services and the wider Estates business operation. We work in brand new innovative offices that support the nationally critical work we do. Within a facilities management career at HMRC you will coordinate the day-to-day performance, ensuring the successful delivery of services to a changing portfolio of properties across the region.See what it\\\'s like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.Job descriptionAs our FM Delivery Officer in Cardiff, other parts of your role may include:Provide a visible presence for our customers ensuring the best quality of service and excellent customer communications.Collaborate with others to integrate customer services at the local level including:Be a proactive and encouraging local point for hard and soft FM suppliers and landlords integrating service provision to customers.Support the monitoring of suppliers KPI\\\'s; supervising regular supplier assessment, analysis and reporting.Contribute to the delivery of Minor New Works projects ensuring they run to time and budget.Collate and analyse appropriate statutory compliance information to ensure a safe and compliant work space.Identify and manage customer service and FM risks.To support the lead in delivering proactive supplier relationships management to deliver services in line with agreed contract performance levels and customer requirements.Supporting the development/evolution of our customer focused services.Support oversight of the hard and soft FM contractors, ensuring coordinated joined up delivery to our customers.Support the delivery of a successful interface between our FM contractors and our customers.Take proactive ownership to manage customer complaints through to timely and successful resolution.Ensure provision of high quality and consistent communications with customers and key stakeholders including the current HMRC SRM community.Support escalations through the contractual process as required, managing and owning escalated issues to resolution where appropriate and ensuring effective risk management is applied.Regular travel required to multiple sites with potential for over nights stays.Person specificationAlthough you have overall responsibility for managing the FM services within the Region, you may often be required to reach across to support the wider team, and carry out other tasks to contribute towards the day to day running of the Estate, including responding to customer enquiries, maintaining processes within the building and any other tasks directed by the Senior Facilities Management Lead or Head of Estate to support the team. Travel to various sites with a possibility of over night stays may be required.Essential Criteria Experience within a facilities management / contract management function.Clear demonstration of FM skills in both meeting customer needs and managing supplier relationships.Contract/Supplier Management.Demonstration of strong customer relationship management.Understanding of key performance indicators and service level agreements with contract delivery.Desirable CriteriaIWFM Level 3 qualification (or similar) or commitment to achieve this within 2 years of taking up duty in the role.Health and safety qualification e.g. IOSH/NEBOSH.Driving license.BehavioursWe\\\'ll assess you against these behaviours during the selection process: Managing a Quality Service Communicating and Influencing Working Together Technical skillsWe\\\'ll assess you against these technical skills during the selection process: You will be asked to answer a question relating to the Government Property Profession BenefitsAlongside your salary of £29,475, HM Revenue and Customs contributes £8,538 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. 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 ServiceThings you need to knowSelection process detailsThis 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, qualifications and previous experiences.A 500-word personal statement - Your personal statement should explain suitability against the key skills and criteria as outlines in the job application, drawing on key achievements.Separate 250 word statements for the following behavioursManaging a Quality ServiceCommunicating and Influencing Working Together Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not mandatory for the role but may be considered by the vacancy-holder where candidates have the same scores at sift or interview. Further details around what this will entail are listed on the application form. We acknowledge that AI can assist you in your application. Find our guidelines here. Sift In the event of a large number of applications being received, an initial sift may be held on Managing a Quality of Service behaviour. At full sift all behaviour statements, 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 assessed on Experience, Behaviours, Strengths and a Technical question on the Government Property Profession. This is an example of a strengths-based question. \\\"It is often said that the customer\\\'s needs should come first. To what extent do you agree or disagree with this statement?\\\" There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well. Interviews will take place via video link.Sift and interview dates to be confirmed. Eligibility Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days(Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: - Use the subject line to insert appropriate wording for example - \\\'Please re-open my application - 390522 & vacancy closing date (insert date)\\\'.To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.Reserve List A reserve list may be held for up to 6 months from which further appointments may be made for the same or similar roles - if this applies to you, we\\\'ll let you know via your Civil Service Jobs account. Criminal Record Check Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy. Merit List After interview, a single merit list will be created, and appointments will be made in strict merit order until the set demand is filled. If successful, you will be informed when we reach your position on the merit list.Reasonable AdjustmentsWe want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. If you need a change to be made so that you can make your application, you should: Contact the UBS Recruitment team via as soon as possible before the closing date to discuss your needs. Complete the \\\"Assistance required\\\" section in the \\\"Additional requirements\\\" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you\\\'re deaf, a Language Service Professional.Additional Security Information Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.Important information for existing HMRC contractual homeworkers Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.Terms and Conditions Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process. HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations. The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences. Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process. Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.Questions relating to an individual application must be emailed as detailed later in this advert.Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant\\\'s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.New entrants will join on the minimum of the pay band.Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.If you experience accessibility problems with any attachments on this advert, please contact the email address in the \\\'Contact point for applicants\\\' section.Feedback will only be provided if you attend an interview or assessment.SecuritySuccessful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.Nationality requirementsThis job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil ServiceThe Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission\\\'s recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.Diversity and InclusionThe Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).