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DgP - HEO - Service Delivery - Shrewsbury

Posted: 19 Mar 2020 Closes: 12 Apr 2020
Shrewsbury £28,890 - £32,000
Permanent & Full-time defra/20200319115352

Responsibility for caseload delivery across all aspects of the services delivery model within a multi-disciplinary Network Estates team. The role may sit within a Team that delivers specific outcomes for customers and stakeholders or, within Delivery with specific responsibility for delivery of services and projects. Quality of services delivered to customers will be a key deliverable for the Network Estates Teams and made transparent to our Customers and Stakeholders.

• Responsibility for overseeing facilities management delivery into a portfolio of buildings (geographically based) as determined by the team leader.
• Plan, schedule and liaise with customers and the FM provider (through workplace managers or other competent persons) to organise and carry out Compliance Assurance Visits (CAVs) to ensure a compliant (statutory, safety and contractual) office and/or laboratory estate
• Key responsibility to ensure any follow up actions to compliance/action plans are completed and closed (especially in relation to fire safety and HSE)
• Act as a a point of contact for customer and stakeholder; to develop, build and maintain a good working relationship and reputation as a reliable source of informed knowledge and experience and taking responsibility for owning and resolving issues .
• Monitor management information (data and transactional activity) identifying trends, to ensure the NCS Estates team is working to defined processes and procedures. reviewing processes to maximise efficiency and effectiveness.
• Gather, analyse and validate data to draft internal and external responses: Management Information (MI), KPIs. Performance reporting ( Dashboard); FOI (freedom of information); PQs (parliamentary questions); customer surveys (eg Partnership Index); KPI analysis, and Greening Government reporting
• Manage and verify portfolio data to support accurate recharging or for internal management (including ePIMs – property records)
• Manage and coordinate the collection of benchmarking data (e.g. Cabinet Office / Government Property Unit) for each Defra building to compare occupancy performance on all aspects on the estate and undertake trend analysis, comparing occupancy performance and challenging anomalies to ensure consistency.
• Provide contract management support and assurance activity in relation to third party suppliers and call-off contracts
• Develop and deliver ‘Toolbox Awareness Training to share good practise and improve awareness across Network Estates teams.
• Authorising and responsible for ensuring agreed works orders are completed, verified and auditable, within defined financial processes
• Monitor sustainability initiatives and assist in planning, implementing and analysing statistics for reporting and to suggest options in order to drive efficiency improvements.
• Assist with, or be responsible for, researching, gathering and collating information to support business cases for projects (capital, revenue)
• As required, work with Project Manager(s) on implementation of the Property Plan and/or responsibility for delegated minor projects delivery
• Monitor the management of records and financial data to ensure team are working to defined processes and procedures
• Input into developing consistency of approach and contribute to Estates wide initiatives for delivery across the Network Estates Team, as appropriate

Key customers and stakeholders

• Network Estates Teams
• Network Corporate Services
• Service Suppliers (e.g. Interserve, Montague Evans, Capita)
• Network Bodies (e.g. Environment Agency; Natural England, FERA; DECC, APHA; CEFAS)


• Working with and within a team (a team player)
• Working within a facilities management or building services environment, with customer facing interaction –
• Knowledge of health & safety management relating to delivering a safe and compliant Estate (depending on role)
• Project management – coordinating and managing quality and budgets within set deadlines (is an advantage but training can be given)
• Managing and analysing data and carrying out research to identify trends and inform decisions
• Providing advice on procedures and processes and recommending improvements and alternative courses of action
• Effective communication skills with a broad range of colleagues and stakeholders (orally and in writing)
• Working on own initiative and prioritising workload to meet conflicting objectives
• Attention to detail
• Competent IT skills
• Knowledge of Buy4Defra and management of financial records

Qualifications (an advantage but training can be given depending on the need of the role)

• Member of BIFM (British Institute of Facilities Management) or equivalent
• IOSH (health & safety)
• Project Management techniques

Driving licence is essential.

We are expected to deliver the FM service for our building from 08:30am to 5:00pm Monday to Friday. As the senior FM person within the team this position needs to ensure cover for the office during these times and will be required to work a full 37 hours per week.

You will be able to work flexibly within the team and each other to ensure that flexi leave or leaving early or arriving late on occasions is available, however, we would not be able to accommodate someone’s working pattern if it did not match the core hours that we are required to provide the FM service to the business


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

  • Delivering at Pace
  • Working Together
  • Making Effective Decisions
  • Managing a Quality Service

Technical skills

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

  • GPP - Understanding & complying with statutory, regulatory, & professional requirements.



• Access to learning and development tailored to your role
• A working environment that supports a range of flexible working options
• A working culture which encourages inclusion and diversity
• A civil service pension

Things you need to know


Successful candidates must pass a disclosure and barring security check.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Technical skills.

Application Process

As part of the application process, you will be asked to complete 4 X 250-word statements on the Behaviours listed above and 1 x 250-word statement on the Technical Skills listed above.

Should a large number of applications be received, an initial sift may be conducted using the lead behaviour, Delivering at Pace. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.

Candidates must pass this behaviour for their application to be progressed.

Sifting will take place W/C 13 April 2020.

Interviews will take place W/C 4 May 2020. Location to be confirmed.

If successful at application stage, you will be invited to interview where you will be assessed on the Behaviours listed above, the Technical Skills listed above, and your strengths.

We are closely monitoring the situation with regard to Coronavirus, and will be following central Government advice as it is issued. There is therefore a risk that recruitment to this post may be subject to change at short notice. Please continue to follow the application process as normal and ensure that you check your emails regularly for any updates from us as this is how we will communicate with you.

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 you’re deaf, a Language Service Professional.

Criminal Record Check
If successful and transferring from another Government Department, a criminal record check maybe 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 circumstance 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.

Childcare Vouchers
Any move to Defra will mean you will no longer be able to carry on claiming childcare vouchers.

Internal Fraud Database Check
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.

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 Government Recruitment Services via email:

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

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

Working for the Civil Service

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.

Department for Environment, Food, and Rural Affairs

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