Assistant Workplace Services Manager

Heike-Maria Schmidt * text-studio-IT; Birmingham; On-site; GBP 35,000 - 40,000; Full time

Job summary

Join a dynamic team in a pivotal role as an Assistant Workplace Services Manager at a leading agency. You will manage service delivery, enhance customer relationships, and drive the agenda for a sustainable workplace. This role is perfect for an experienced professional passionate about asset management and operational excellence.

Benefits

Civil Service Pension with employer contributions

Generous annual leave

Flexible working options

Qualifications

• Experience in property and/or workplace service management.
• Good interpersonal and communication skills.
• Ability to assimilate data for decision making.

Responsibilities

• Manage workplace service delivery and supplier relationships.
• Resolve customer issues and ensure service delivery standards.
• Conduct site audits and maintain records.

Skills

Communication

Customer Service

Analytical Mindset

Persuasive Influencing

Education

Professional qualification in property management or equivalent experience

Job description

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Details Reference number 411378 Salary £35,175 - £39,480 A Civil Service Pension with an employer contribution of 28.97% GBP Job grade Higher Executive Officer GPA HEO NATIONAL Contract type Permanent Business area GPA - Workplace Services - Workplace Service Delivery Type of role Operational Delivery

Property Working pattern Full-time Number of jobs available 3 Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information
  
  

Location Birmingham About the job Job summary

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 governments 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 Majestys 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 were 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.

Job Description

The Assistant Workplace Manager is a pivotal position within the Workplace Service Delivery Team. Reporting to and supporting the Management of Contract Delivery. The post holder will be the face of Workplace Services to the customers, suppliers and GPA stakeholders across their designated sites within one of four GPA operational regions (North, Central, South and London).

The Assistant Workplace Manager is responsible for first line engagement with workplace service suppliers contractor delivery, and customer/stakeholder relationships in the everyday BAU management of contract delivery throughout the designated supplier contracts. The role is the daily face to internal customers, and our supplier partners. The post holder will be responsible for resolving internal customer issues and complaints from client organisations or those arising from the helpdesk, escalating as necessary to workplace managers and wider GPA directorates to ensure timely action. The role may also oversee the delivery of low value resource projects and provide information to help define and deliver capital projects. Effectively manages the supplier partners to ensure service delivery standards and performance is in line with the expected standards, ultimately driving our great places to work agenda from the front.

Key Responsibilities

This Assistant Workplace Manager role will concentrate on the highlighted responsibilities .

Workplace Service Contract delivery.

• Responsible for understanding and delivering operational processes required to manage the delivery of services, payments and audit regime.
• Responsible for the effective management of all delegated spend within agreed internal governance procedures.
• Responsible for ensuring appropriate internal governance procedures are implemented in procuring and authorising spend to ensure appropriate value for money and contract delivery.
• Responsible for BAU day to day management of workplace suppliers service delivery and ensuring agreed delivery standards are met, alongside business requirements/H&S/value for money and procurement guidelines. Ensuring that remedial action is taken where this is not the case.
• Undertaking supplier audits including but not limited to performance audits, cleaning and work orders
• Undertaking site visits required to manage service as required, completing a full site audit of each premise under their responsibility once a year, resolving issues where possible.
• Resolving customer issues and complaints, escalating when appropriate to Workplace Manager
• Ensuring suppliers provide proposals for lifecycle replacement and planned maintenance work at a property level and retain oversight of any agreed actions .
• Managing rechargeable works i.e. work that is requested by the customer that is outside the fixed price element of the Workplace Services contract, reactive work, and new works, cost management and reporting to the WS Service Lead.
• Actively maintains trackers and information repositories to support auditable trains and reconciliation processes
• Liaising with the wider GPA stakeholders as required to seek advice / guidance.
• Monitoring of reactive and project spends and reporting against budget.
• Reviewing and updating, as required, contractual service details for each property via agreed variation/scheduling and commercial process; ensuring data accurately reflected on relevant systems.
• Utilise management information for audit, assurance and validation of service purposes and to direct physical checks and as leverage with suppliers to focus any improvement in processes, specifications or services.
• Supports the provision of information to enable responses to FOIs and PQs within the set timescales
• Responsible for incident management and reporting for sites within scope
• Implements change initiatives at sites within remit on time and to the expected quality standards, this includes managing suppliers to deliver these where required.
• Deputise for the Workplace Manager where required
• Any other reasonable and authorised request to support business needs
  
  

In Summary These Responsibilities Will Focus On

• Administration of the Contract inbox for each contract
• Facilitation of the Contract Change Control Register
• Responsible for managing and recording all contract variations in the Change Control Register to ensure effective management and easy retrieval for audit purposes.
• Supporting any scope, price changes and the implementation of procurement rules and commercial processes
• Input into performance review of the commercial mechanisms and controls in the Workplace Service contracts
• Supporting the delivery of the change mechanisms relating to the Workplace Service contracts
• Supporting the delivery of the formal contractual change control procedures relating to service changes.
  
  

Role dimensions

• Support the management of contract delivery and change control process' across 10 contracts
• Support the delivery of Workplace Services commercial compliance across 10 contracts
  
  

External Interfaces

• Managing external interfaces e.g. landlords services provided under a service charge in conjunction with GPA Asset Management, and internal interfaces, with Security, IT etc.
• Managing delivery of minor works and churn projects (lower value / less complex projects) and escalation of higher value / more complex projects to Workplace Services Projects. Ensuring all relevant stakeholders have been identified and liaising accordingly to ensure local customer requirements for works/small projects are fed into project definition.
• Providing local knowledge to GPA Asset management in their liaison with landlords / managing agents on service deficiencies and other matters.
• Identify opportunities to deliver portfolio strategic and individual property efficiency, sustainability and environmental savings.
• Provide support to Workplace Services Projects in obtaining landlords approval for projects delegated to the regional teams.
  
  

This is an excellent time to join GPA, and play a crucial role in contributing to a priority agenda.

Person specification

Essential

Experience & technical skills

You Will Be

• An experienced property and/or workplace service management professional with knowledge of asset management, maintenance, customer service and supplier management.
• Analytical mind-set with the ability to assimilate a wide range of data sources to inform decision making.
• Good interpersonal, communication and presentational and team working skills.
• Persuasive influencer who is able to confidently and articulately make an argument in support of a position.
• Must be willing and able to travel within the geography of the Region (and occasionally nationally) to deliver the duties and attend management meetings visiting sites not easily accessible by public transport
  
  

Desirable

• Innovative mind-set with the ability to see opportunities and how to exploit them to deliver best value.
• Experience of working in cross-functional teams and in a matrix management structure.
• A basic understanding of leading and/or supporting workplace-related services (hard and soft FM, operational security, ICT services, hospitality, community engagement) ideally with a basic level of commercial understanding in industry and the ability to get the best out of all stakeholders.
  
  

Essential Criteria

Qualifications & accreditations

• An appropriate professional qualification or ability to demonstrate equivalent experience that would facilitate admission to a professional body (e.g. RICS, IET, IWFM, CIBSE etc.).
• Working knowledge of NEC3 / 4 or similar management of contract delivery processes.
• Able to demonstrate personal development through continued professional development in property and FM related field.
• Commercial contract management Awareness trained.
  
  

Behaviours

We'll assess you against these behaviours during the selection process:

• Working Together
• Making Effective Decisions
• Changing and Improving
• Delivering at Pace
  
  

Technical skills

We'll assess you against these technical skills during the selection process:

• Customer Perspective
• Commercial Acumen
• Property Market Knowledge
• Innovation
  
  

Benefits Alongside your salary of £35,175, Government Property Agency contributes £10,190 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%
• Generous annual leave
  
  

Things you need to know Selection process details This vacancy is using Success Profiles , and will assess your Behaviours, Strengths, Experience and Technical skills.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the communities and wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a sense of belonging in a workplace where everyone feels valued. 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 and the Civil Service D&I Strategy.

The Civil Service Code 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 .

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 (RIS) to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

This vacancy is part of the Great Place to Work for Veterans initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Sift

The sift is due to take place week commencing 30th June 2025.

As part of the application process, you will be asked to include a CV and a 250-word personal statement. The personal statement should then align with the person specification.

Interview

GPA policy is for interviews to be held face to face, with virtual interviews only by absolute exception. The date and location will be confirmed if you are invited to interview. If you feel this will be a problem for you, please contact to discuss prior to submitting your application.

At interview, applicants will be scored against 4 behaviours - Working Together, Making Effective Decisions, Changing & Improving, and Delivering at Pace.

Interview questions will be a blend of Behaviour, Experience, Strength and Technical (core skill) questions.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service 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 youre deaf, a Language Service Professional.

Further Information

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to GPA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website.

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing stating the job reference number in the subject heading.

For further information on National Security Vetting please visit the Demystifying Vetting website.

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.

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 applicants 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.

This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.

If you are experiencing 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 .

See our vetting charter . 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)
• 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 Working for the Civil Service The Civil Service Code sets out the standards of behaviour expected of civil servants.

Requirements

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles . 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 and the Civil Service Diversity and Inclusion Strategy . Apply and further information This vacancy is part of the Great Place to Work for Veterans initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact :

• Name : Carroll Nugent
• Email :
  
  

Recruitment team

• Email :
  
  

Further information If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact . If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission:

Click here to visit Civil Service Commission

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Strategic Management Services

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