Workplace Services Manager - Facilities Management Office

The Scottish Parliament; City of Edinburgh; Hybrid; GBP 56,000 - 69,000; Full time

Job summary

A prominent legislative body is seeking a Workplace Services Manager to lead its Facilities Management team. This role focuses on enhancing customer experiences across diverse services, managing operational excellence, and engaging with Members of Parliament. With options for hybrid working and a commitment to employee well-being, this position offers competitive benefits and a supportive work environment.

Benefits

41.5 leave days per year

Flexible working options

Onsite gym facility

Health and Wellbeing Schemes

Confidential counselling services

Qualifications

• Proven experience in leading customer-facing teams.
• Strong communication skills to engage with stakeholders.
• Ability to drive operational improvements.

Responsibilities

• Lead the Facilities Management customer-facing team.
• Shape workspaces and improve customer experience.
• Manage the FM Helpdesk and Space Planning teams.

Skills

Leadership

Customer service

Operational excellence

Communication

Job description

Overview

• Location: Hybrid working from Holyrood, Edinburgh and from home
• Salary range: £56,875 - £68,301
• Contract: Permanent
• Leave: 41.5 days (including public holidays)
• Working Pattern: Our normal working week is currently 37 hours. However, we will move to a 35-hour working week no later than March 2026. We also operate a wide variety of work patterns, successfully balancing lifestyle choices with business requirements. We’re committed to supporting staff to achieve a healthy work-life balance. This is a full-time post however we are happy to talk about flexible working.
• Pension: Although not a civil service employer, we offer civil service pension arrangements with an employer contribution of 28.97% of basic annual salary
• Clearance Required: CTC security clearance will be processed at job offer stage

Closing Date: 12:00 noon on Wednesday 1 October 2025

This is an exciting time to join the Facilities Management team as our Workplace Services Manager at the Scottish Parliament.

Our dynamic Customer Relationship Management (CRM) team within FM plays a key leadership role in delivering high quality, customer-focused services to all users across the organisation. As a senior manager, this is a great opportunity to lead FM’s customer facing team in one of Scotland’s most iconic buildings which is home to over 1,000 staff, a hub of political activity and a major visitor attraction.

This is a fast-paced, people-oriented role where you’ll act as a key player in shaping workspaces, improving customer experience and driving operational excellence. You’ll lead on the transformation of our user experiences across all our client-facing services which include catering, cleaning, portering, maintenance and mailroom accessed through multiple channels both physically and virtually including face-to-face, phone, emails and self-service apps.

You’ll manage and support the FM Helpdesk, Space Planning and CRM teams to ensure our operations run smoothly.

You'll lead on engaging with Members of Parliament (MSPs) and their staff to ensure they have access to the services and support they need, including during pre- and post-election periods.

Facilities Management are in an exciting phase with a growing pipeline of strategic projects. You’ll be central to our plans to increase direct engagement with our customers in person as well as providing more self-service channels for users to access our services digitally, anywhere and at any time through a single point of access based on our Helpdesk.

We particularly welcome applications from candidates from a Minority Ethnic background and candidates with a disability. All appointments will be made on merit. We have a values-based culture of respect and inclusion embedded in our organisation, and everyone has the ability to make a difference.

We offer a great range of benefits including: 41.5 leave days (including public holidays), flexible working, paid professional subscriptions, family-friendly policies, Season Ticket advance loans, an onsite gym facility, Health and Wellbeing Schemes including discounted gym membership, a confidential counselling and information service, and the Cycle to Work Scheme.

You’ll also have the opportunity to join the Alpha Civil Service pension scheme, where we’ll offer you an employer contribution of 28.97% of your basic salary.

All new starts will be appointed to the first scale point of the grade for their role. For information on progression through the scale points, see our Pay and Reward Policy Statement.

For full information about this role and to apply for this job please visit our careers page. Please visit the recruitment process to further understand our application process and gain some hints and tips on your application.