Estates and Facilities Management Service Team Manager

Cardiff

Job Summary
The Service Team Manager is an integral part of the Estate and Facilities Management team and will be responsible for providing excellent customer service.

You will be responsible for liaising with Senedd Members, their support staff and Commission staff on facilities related issues, ranging from cleaning, maintenance, catering to onsite environmental conditions and parking on the estate. Likewise they will make contact with and liaise with external stakeholders such as the cleaning contract manager and the off-site parking provider. You will play an integral role in the leadership and delivery of front line Facilities services and ensuring high standards for the estate.

The role will include a proportion of the time focusing on porter management and support, and leading facilities customer services and working closely with the contract management team.

Leading the team will require tested management experience with the ability to motivate, propose and implement change. Taking time to understand the needs of the team and being hands on at times whilst leading by example will be vital to the role.

You will be responsible for managing a team of 7, this includes 3 Service Desk team members and 4 Porters. You will report to the Head of FM Services and Sustainability.

Job Description
FM Service Management

• Managing EFM services; actively contribute to the development of a customer centred and proactive team culture and continually seek ways to improve customer service within existing resources.
• Take ownership and manage the desk booking system and provide advice to customers whilst liaising with Heads of Service or their representatives
• Co-ordinate Member offices and group office risk assessment arrangements
• Manage attendance tracker whilst ensuring contractors and visitor details are also captured
• Management of the cleaning contract and budget to ensure high standards of performance and governance including compliance with financial and procurement procedures.
• Leading formal monthly cleaning contract performance reviews including auditing of services in line with KPIs.
• Liaising with the on-site cleaning supervisor and staff on a day-to-day basis ensuring the estate is cleaned to the highest standards.
• To provide advice and support to customers to effectively meet their needs, provide effective solutions and ensure issues are resolved promptly.
• Managing the car parking budget and income and regular monitoring of usage to ensure costs are minimised.
• Management of car parking arrangements on the estate including visitor and contractor parking booking process and liaison with off-site parking provider.
• Liaising with the Facilities contractor to ensure effective completion of customer requests.
• To develop and deliver a regular programme of pro-active floorwalks on the estate in particular through Member offices and areas to seek feedback and ways to improve standards of performance.
• To support and provide advice to the Engagement and Communications teams in relation to facilities and estates services during preparation and planning for events on the estate and overseeing logistics for larger meetings and events;
• To support and provide advice to the Engagement and Communications team in managing the health and safety for major or novel events to ensure statutory compliance and the safety of all those that attend events.
• Represent EFM on the Health and Safety Committee and co-ordinate relevant health and safety inspections of the buildings and the estate to ensure legal compliance and ensuring the buildings and estate is maintained to a high standard for all building users, visitors and members of the public.
• To work with the wider facilities teams to implement the Ty Hywel and Senedd rota timetable to ensure cover to support Senedd business.

General Management

• Lead the team to include effective line and performance management and training and motivating and developing the team.
• Manage and actively work with the porters and the team to seek and encourage change to ways of working to implement service improvement and efficiencies.
• Manage own workload and that of the team to ensure effective delivery and prioritisation of services and activities.
• Actively contribute as a member of the EFM management team and ensure corporate and services priorities and objectives are cascaded effectively to the team.
• Close liaison with the contract management team to ensure effective integration of service and contract management.
• Provide support and cover to the EFM Finance Manager for EFM budget management responsibilities as required.
• Working alongside the EFM Governance officer in ensuring GDPR and Information asset registers relevant to Facilities services processes are maintained;

Other duties within EFM service commensurate with the grade and competence of the post holder.

FM Service Management

• Managing EFM services; actively contribute to the development of a customer centred and proactive team culture and continually seek ways to improve customer service within existing resources.
• Take ownership and manage the desk booking system and provide advice to customers whilst liaising with Heads of Service or their representatives
• Co-ordinate Member offices and group office risk assessment arrangements
• Manage attendance tracker whilst ensuring contractors and visitor details are also captured
• Management of the cleaning contract and budget to ensure high standards of performance and governance including compliance with financial and procurement procedures.
• Leading formal monthly cleaning contract performance reviews including auditing of services in line with KPIs.
• Liaising with the on-site cleaning supervisor and staff on a day-to-day basis ensuring the estate is cleaned to the highest standards.
• To provide advice and support to customers to effectively meet their needs, provide effective solutions and ensure issues are resolved promptly.
• Managing the car parking budget and income and regular monitoring of usage to ensure costs are minimised.
• Management of car parking arrangements on the estate including visitor and contractor parking booking process and liaison with off-site parking provider.
• Liaising with the Facilities contractor to ensure effective completion of customer requests.
• To develop and deliver a regular programme of pro-active floorwalks on the estate in particular through Member offices and areas to seek feedback and ways to improve standards of performance.
• To support and provide advice to the Engagement and Communications teams in relation to facilities and estates services during preparation and planning for events on the estate and overseeing logistics for larger meetings and events;
• To support and provide advice to the Engagement and Communications team in managing the health and safety for major or novel events to ensure statutory compliance and the safety of all those that attend events.
• Represent EFM on the Health and Safety Committee and co-ordinate relevant health and safety inspections of the buildings and the estate to ensure legal compliance and ensuring the buildings and estate is maintained to a high standard for all building users, visitors and members of the public.
• To work with the wider facilities teams to implement the Ty Hywel and Senedd rota timetable to ensure cover to support Senedd business.

General Management

• Lead the team to include effective line and performance management and training and motivating and developing the team.
• Manage and actively work with the porters and the team to seek and encourage change to ways of working to implement service improvement and efficiencies.
• Manage own workload and that of the team to ensure effective delivery and prioritisation of services and activities.
• Actively contribute as a member of the EFM management team and ensure corporate and services priorities and objectives are cascaded effectively to the team.
• Close liaison with the contract management team to ensure effective integration of service and contract management.
• Provide support and cover to the EFM Finance Manager for EFM budget management responsibilities as required.
• Working alongside the EFM Governance officer in ensuring GDPR and Information asset registers relevant to Facilities services processes are maintained;

Other duties within EFM service commensurate with the grade and competence of the post holder.

Person specification

• Proven experience of successfully managing a busy team with diverse responsibilities.
• Excellent customer service skills
• Excellent communication and interpersonal skills
• Experience of implementing change including developing processes, identifying and acting on continuous improvement opportunities
• The ability to work under pressure and against rapidly changing demands and priorities.

Desirable Criteria

• Facilities Management experience
• Knowledge and experience of health and safety arrangements and processes

Alongside your salary of £37,523, Welsh Parliament contributes £10,870 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%

Selection process details

Details of the Selection Process
: Candidates are required to complete an application form through our recruitment portal addressing the job specific and desirable criteria.

Closing Date for applications:
23:59 30 November 2025

Your application must be submitted before midnight on the closing date.

You will be updated on your progress via the email address you first register with. Please check your Junk Mail and Spam folders to make sure you don't miss any future correspondence.

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.

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.

Medical

Successful candidates will be expected to have a medical.

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 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.

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).

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 : Nicholas Morgan
• Email : Nicholas..Wales
• Telephone :

Recruitment team

• Email :

Further information