Area Workplace Services Manager

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 transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme, as well as delivering modern, cost-effective real estate service solutions.

Innovation and progress are at the heart of our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. And we’re dedicated to becoming a leading, inclusive employer both in the external market and throughout the Civil Service. Our strong emphasis on Equity, Diversity, and Inclusion (EDI) is not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces.

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.

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.

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

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