Facilities Management Officer

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.
Visit our YouTube channel to watch the full series and come and discover your potential.
HMRC Estates is at the forefront of Government property transformation. HMRC Estates provides the professional capability to our customers and our tenants ensuring the estate is the right size, shape and quality to meet both the current and future needs of HMRC.
We are recruiting Property Specialists, Project Managers, Facilities Managers and Engineers. We are looking for people with expertise in a wide range of property related services that can work at pace in a fast moving agile workplace.
The Estates Directorate is committed to building the professionalism of our people, providing clear and defined career pathways enabling focused learning and development across several specialist areas in a culture of continual improvement.
You will be part of an estates vision to be the best Estates department in Government, providing first class buildings and excellent services for our customers.
HMRC Estates is preparing to mobilise our new national Facilities Management contracts that will deliver building services across our estate from May 2025. This will see us move from having separate Hard/Soft FM Suppliers to a Total Facilities Management delivery model, which may result in changes to how this role is delivered., To ensure delivery of an excellent facilities management service to our customers for both Hard and Soft FM Services in order that customers can perform at their best, enabling the delivery of HMRC business objectives.
+ 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.
+ Work collaboratively in a joined up way with colleagues across FM Services and the wider Estates business operation.
+ Ensure provision of high quality and consistent communications with customers and key stakeholders.
+ Support escalations through the contractual process as required, managing and owning escalated issues to resolution where appropriate and ensuring effective risk management is applied.
+ Oversee day to day performance to ensure the successful delivery of services to a changing portfolio of properties across the region.

Person specification
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:
With Operational Contract Management & Support Services (access control, mail, FF&E, utilities).
With Projects, Planning & Delivery (PPD) (projects including Workplace Improvement Programme.
With CDIO (IT service delivery).
With Professional Services & Digital Estate.
Service Delivery & User Experience (SDUX).
Property & Assets.
Locations Programme (if applicable).
Regional Delivery team.
Support with customer feedback and Level 2 complaints.
Provide a proactive local interface with 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.
Plan, approve and deliver Minor New Works within budget.
Although the role holder has overall responsibility for managing the FM services within the Region, the post holder will 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 SO Facilities Management Lead or Head of Estate to support the team.
Support the mobilisation of new service providers and de-mobilisation of existing suppliers.
Collate and inform appropriate management information to enable the effective management of the estate and suppliers.
Identify and manage customer service and FM risks.
Self-Management and Development., We'll assess you against these behaviours during the selection process:
+ Managing a Quality Service
+ Making Effective Decisions
+ Communicating and Influencing
+ Changing and Improving, Your CV should cover your job history and will be scored against the roles and responsibilities outlined in the advert.
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 and person specification outlined in the advert. It should also reference the Behaviours Managing a Quality Service (Lead Behaviour), Making Effective Decisions and Communicating and Influencing.
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 the CV, Personal Statement and Lead Behaviour - Making Effective Decisions.
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, your experience will be assessed, and you will be asked behaviour-based questions to explore in detail what you are capable of, and you will be asked strength-based questions to also explore what you enjoy and your motivations relevant to the job role.
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 face to face. 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: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – 382554 & vacancy closing date 15/01/2025’.
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 12 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.
Merit List
After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.
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.
Reasonable Adjustments
We 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 unitybusinessservicesrecruitmentresults@hmrc.gov.uk 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.
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.

Security
Successful 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 requirements
This 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 Service
The 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 Inclusion
The 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)., Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.
In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.

To be successful in this position the post holder must be able to demonstrate recent experience including;
+ Experience within a facilities management or contract management function.
+ Demonstration of FM Skills in both meeting customer needs and managing supplier relationships.
+ Demonstration of strong customer relationship management and customer service ethos.
If not already held, you must be willing to obtain IWIFM Certificate Level 2 or equivalent within 24 months of take up duty.
Once in post, the successful candidate will be required to successfully obtain National Security Vetting clearance at Security Check (SC) level. The offer of permanent employment in this role is conditional upon achieving the required level of vetting clearance.
Desirable Criteria:
IWIFM Level 2
Full Time only
Due to operational needs, these posts are full-time; however, applicants who need to work a more flexible arrangement are welcome to apply. We can’t 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., Combined TC and OGD Pay - English Opens in new window (docx, 132kB)

Alongside 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 Service