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Civil Service Pension with an average employer contribution of 27%
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Project Delivery
Property
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About the job
Job summary
The Government Property Agency is changing the way the Civil Service works and is at the forefront of Government’s transformation agenda; reshaping the relationship civil servants have with their place of work. The Agency is central to the delivery of key Government policies including moving 22,000 Civil Service roles out of London by 2030 and tackling climate change by contributing to the Net Zero agenda. To do this we are delivering a major change programme across the UK and consolidating our portfolio in order to save £1.4 Bn over 10 years.
Beyond the bricks and mortar, the GPA is about providing great workplaces for our people. Through programmes like Hubs, Whitehall Campus and Smart Working you will be in the vanguard of creating model working environments and promoting flexible working practices.
This is an ambitious and exciting task, for which we need innovative people, with strong commercial acumen, who are passionate about visualising and implementing customer needs. Launched as an Executive Agency of the Cabinet Office in 2018, were a relatively new department and we are growing fast so we also need people who thrive in ambiguity, can adapt quickly to change and are comfortable stepping outside of their remit to drive outcomes.
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 Workplace Experience Team is a high-performing, motivated and collaborative team responsible for delivering a portfolio of customer-focused work that includes Smarter Working business change, customer experience and customer insights.
The Customer Experience function sits within the Workplace Experience Team and is integral to delivering a great customer experience across the GPA estate portfolio. We have a large remit. We support the GPAs clients and customers in their preparation and move to GPA managed building and help them to realise the full benefits of a great place to work. We strive to create healthy and thriving communities in the workplace. We champion the customer voice across the GPA, use customer insight to help define and continuously improve the customer experience and ensure the principles of customer service excellence are at the core of what we do.
This critical role will sit alongside the GPAs project delivery and operational teams to ensure people are at the heart of what we do. The successful candidate will lead the Customer Experience team across the London and Whitehall regions to implement large-scale, instrumental workplace change across the GPA portfolio, working closely with our commercial delivery partners, clients and customers.
Key Responsibilities:
- Build strong relationships with client stakeholders to understand their business needs, seek feedback and add value through workplace and business change management, smarter working and business readiness activities and guidance.
- Lead the continuous improvement and assurance for the delivery of customer soft landings, ensuring building users receive an excellent day one and post occupancy experience.
- Lead post occupation customer care and support, using customer insight and feedback channels to understand how GPA can deliver and improve great places to work.
- Instill and drive healthy and thriving communities, working closely with clients and delivery partners to deliver a consistent community offer.
- Align priorities to the organisation’s goals and strategy, ensuring priorities are understood across the team and resources and capabilities are in place to deliver.
- Delivery, development and continuous improvement of the Customer Experience Framework, toolkit of resources and customer facing products
- Promote the Customer Experience Framework, help stakeholders understand the diversity of GPA customers and ensure that all voices are represented in the development of customer impacting policies, processes and products.
- Work collaboratively with GPA teams and commercial delivery partners to implement and embed the Customer Experience Framework products and processes.
- Leadership and line management of the Customer Experience London and Whitehall Team activities.
- As part of the Customer Experience Senior Management Team, lead the delivery of customer experience governance, deliverables and products across capital projects projects, workplace services projects and operational activity.
Person specification
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 wellbeing and aim to create a sense of belonging in a workplace where everyone feels valued.
Experience & technical skills
- Demonstrable experience of delivering workplace transformation, business change or smarter working.
- Demonstrable experience in delivering customer soft landings for multiple clients.
- Knowledge or experience in delivering customer service excellence and continuous improvement.
- Demonstrable experience of workplace data and insights analysis and evaluation, such as Leesman.
- Project management, client and customer relationship management skills
- Excellent influencing and communication skills (both written and verbal) across multiple stakeholders
- Strong presentation and facilitation skills
Qualifications & accreditations
Essential:
- Change Management Practitioner
Desirable criteria:
- Project or Programme Management Qualification or IWFM Diploma (level 6) or willing to work towards
- Leesman Advanced Practitioner
Behaviours
We’ll assess you against these behaviours during the selection process:
Technical skills
We’ll assess you against these technical skills during the selection process:
- Customer Perspective
- Commercial Acumen
- Property Market Knowledge
- Innovation
Benefits
£13,959 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 average employer contribution of 27%
- Generous annual leave
Things you need to know
Selection process details
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 wellbeing and aim to create a sense of belonging in a workplace where everyone feels valued.
Sift
The sift is due to take place week commencing 29th September 2023.
As part of the application process, you will be asked to include a CV and a 500 word personal statement. The personal statement should then align with the person specification.
Please use the Statement of Suitability as an opportunity to explain why you are the ideal candidate for this role.
Interview
Interview questions will be a blend of Behaviour, Experience, Strength and Technical (core skill) questions.
Applicants successful at sift will be invited to interviews, which are due to take place week commencing 16th October 2023 in the London or Birmingham office depending on location of successful candidates. This is subject to change dependent upon where most successful candidates are based. You must be willing to travel to any of the GPA locations for your interview. If you are unable to attend a face to face interview due to extenuating circumstances, we advise that you reach out to the recruitment admin team to find out if alternative means can be arranged prior to submitting your application.
At interview, applicants will be scored against 3 behaviours – Managing a Quality Service, Communicating and Influencing, and Leadership.
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. Determine your eligibility at https://www.childcarechoices.gov.uk
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 Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
New entrants are expected to join on the minimum of the pay band.
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.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
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.
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 Counter Terrorist Check (CTC) 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 CTC is 3 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.
Please be aware the levels of national security clearance are changing which may impact on the level needed for this role by the time of appointment. All efforts will be made to keep candidates informed of any changes and what that will mean in terms of vetting criteria. For more information please See our vetting charter
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 gparecruitment.grs@cabinetoffice.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 youre deaf, a Language Service Professional.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
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).
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Contact point for applicants
Job contact :
- Name : Rachel Napier
- Email : rachel.napier@gpa.gov.uk
Recruitment team
- Email : gparecruitment.grs@cabinetoffice.gov.uk
Further information
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
