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Programme and Project Management

Property Directorate Home Office Account Manager – 42656
£43,958 - £63,500


We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit:

 The Estates Directorate offers flexible working subject to local agreement. This post is advertised as Permanent & Full Time, part-time applicants will be considered under job share arrangements.

The unit is supportive of and encourages flexible working and compressed hours candidates will also be considered. Non-civil service candidates would typically start on the pay band minimum.


The MoJ Property Directorate is a customer focused organisation that exists to enable our customers to perform to their very best. We do this by providing high quality, easy to use services, and working environments that our customers want to work in, which support them to deliver their individual outputs efficiently. Our job is to manage one of the most diverse and complex estates in Government – hosted by the Ministry of Justice (MoJ). As of 2 April 2021, the Prisons Maintenance Group (or PMG) join MoJ Estates Directorate and the team receives a new title, MoJ Property.   This change will align us with our Profession – the Property Profession – and brings together a property portfolio including Prisons, Probation, and MoJ HQ and Arms Length Bodies. We also provide property services on behalf of the Home Office.

The Property Directorate forms one of the biggest estate ‘clusters’ in Whitehall with in excess of 2000 properties with operating budgets in excess of £1bn, a trail blazer for future clusters and the one Public Estate Agenda.

About the team              

MoJ Property Directorate operating model provides Account Management that is aligned to each government department and the various bodies they comprise. The Home Office Account Management team provide services as set out in the Memorandum of Understanding. Key team objectives are to:

  • Collaborate with the Home Office Business to support the delivery of their services providing an effective and value for money estate management function;
  • Provide a consistent strategic oversight across the shared estate, identifying estate opportunities and savings to the business for sign off;
  • Provide effective oversight and management of existing Facilities Management contract performance, encompassing the effective delivery of capital and resource maintenance activity;
  • Provide timely reporting on the performance of the estate services;
  • Deliver approved projects, seeking best value solutions that meet agreed scope, quality and time criteria for the business;
  • Provide a safe work environment for all staff and customers which meets health and safety requirements;
  • Manage estate related information, performance reporting and estate related communications to customers, Government Property Agency, Cabinet Office and other relevant government bodies;
  • Provide advice, guidance and monitoring of performance to support a sustainable estate to meet Government estates targets.

Purpose of the role        

The purpose of the role is to deliver as part of a team and within the wider department, the services set out in the Memorandum of Understanding, related service agreements, service standards and agreed targets. Each business will expect that their particular accommodation requirements are understood and not lost within the much larger estates arena and the role of the Strategic Account Manager is to ensure the business is provided with the support and assurance that their estate needs are understood and their service requirements met.

The Account Manager will establish strong links with senior stakeholders in The Home Office and within the Cluster’s 4 main functional areas; Property, Facilities Management, Project Delivery and Performance/Accounts in order to carry out the role effectively.

The post will work closely with the different HO business functional areas to build an effective relationship to manage their requirements and ensure effective service delivery. The post holder will have a lead role in managing the MoU between the Property Cluster and the Customer and will act as the primary representative to the Customer for the overall performance of the SES, establish themselves as the route through which the customer will provide feedback on performance and be responsible for facilitating the resolution of issues with other SES functions.

In so doing, they will act as a principal interface between the Cluster particularly senior stakeholders of Customers, and will champion the Property vision of ‘Collaborating to enhance service excellence, add value for our customers, and create better career paths for our people’

Tasks / accountabilities / responsibilities            

The HO Account Manager will:

  • Hold a sound understanding of both Property Management and the Cluster’s functional areas, their client’s business operations, Ministerial imperatives and wider GPU policy.
  • Have experience of the strategic and operational requirements of HO functional business areas
  • Work with the customer to understand their operating model, and changing business needs. They will help develop the customer’s estate strategy with the Property team and channel customer requirements to the Cluster. Working with surveyors, they will identify accommodations options and commissioning other areas of Cluster to deliver project solutions; challenging customer requests as appropriate and managing their expectations
  • Seek feedback on the performance of the Cluster covering Facilities Management, Project Delivery and Property related issues in accordance with the services provided as set out in the MoU with each business area. This will include feedback to the business on their own accountabilities under the MoU which will enable provision to the business of the best possible service at the business’ affordable cost.
  • Provide and discuss Performance Management information relevant to the customer’s business area, acting as an escalation point for any issues back to the centre, measuring and reporting performance against the MoU.
  • Attend High Level Customer Board Meetings as requested by Customer to represent the Cluster.
  • Communicate best practice and innovation to the customer – seeking continuous business and process improvement – and signpost them to appropriate teams/contact points if the customer requires.
  • Share customer feedback and expectations with Cluster functional leads, gather operational intelligence to inform the regular Account meetings with customers

Essential criteria             

  • Excellent stakeholder engagement skills together with the ability to represent the Cluster in a professional and consistently competent manner.
  • Experience of project delivery
  • Application of, and commitment to using a personal skill set that incorporates the corporate services principles and improves the effectiveness and delivery of a quality estate service.
  • Sound understanding of property management, project delivery and FM and the services being provided from all functional areas of the Cluster
  • Excellent written and oral communication skills
  • Ability to understand and interpret complex data-sets, get to the nub of performance issues and explain this concisely to customers.
  • Negotiation and diplomacy skills to challenge the customer on their requirements where appropriate and justify decisions. Experience of managing a variety of stakeholders, demonstrate the ability to mitigate between different agendas, resolve conflict and achieve positive outcomes.  
  • Tenacity and drive, with a proven ability to resolve problems swiftly and deftly. Ability to exercise significant judgement to analyse situations and develop new approaches, factoring in awareness of the estates strategy, and a thorough understanding of the relevant organisation’s strategy.  
  • Demonstrate commitment to the organisation’s values and behaviours, equal opportunities and diversity, service regulatory frameworks and requirements, responsibilities under Health and Safety, risk management and security, and protection of information.


  • Membership of the Government Property Profession is desirable.
  • A practical working knowledge of the use of ITC packages, e.g. MS Word, Excel and Power Point.

Additional Information

The post holder must hold or obtain CTC security clearance.

Based in Central London the role may involve occasional travel to MOJ establishments throughout England and Wales.

Part-time applicants will be considered under job share arrangements.

The unit is supportive of and encourages flexible working and compressed hours candidates will also be considered.


Success Profile

1. Seeing the Big Picture Level 4

  • Ensure plans and activities in your area of work reflect wider strategic priorities and communicate effectively with senior leaders to influence future strategies. Adopt a governmentwide perspective to ensure alignment of activity and policy. Bring together views, perspectives and diverse needs of stakeholders to gain a broader understanding of the issues surrounding policies and activities.

2. Changing and Improving Level 4

  • Make changes which add value and clearly articulate how changes will benefit the business. Consider the full impact of implementing changes on culture, structure, morale and the impacts on the diverse range of end users, including accessibility needs. Identify early signs that things are going wrong and respond promptly. Provide constructive challenge to senior management on change proposals.

3. Making effective decisions Level 4

  • Analyse and accurately interpret data from various sources to support decisions. Find the best option by identifying positives, negatives, risks and implications. Present reasonable conclusions from a wide range of complex and sometimes incomplete evidence.

4. Leadership Level 4

  • Promote diversity, inclusion and equality of opportunity, respecting difference and external experience. Welcome and respond to views and challenges from others, despite any conflicting pressures to ignore or give in to them. Inspire and motivate teams to be fully engaged in their work and dedicated to their role.

5. Communicating & Influencing Level 4

  • Communicate with others in a clear, honest and enthusiastic way in order to build trust. Explain complex issues in a way that is easy to understand. Deliver difficult messages with clarity and sensitivity, being persuasive when required.
  • Monitor the effectiveness of own and team communications and take action to improve where necessary.

6. Working together Level 4

  • Actively build and maintain a network of colleagues and contacts to achieve progress on objectives and shared interests. Actively involve partners to deliver a business outcome through collaboration that achieves better results for citizens. Seek constructive outcomes in discussions, challenge assumptions but remain willing to compromise when it is beneficial to progress

7. Developing Self and Others Level 4

  • Ensure that individual and organisational learning and talent development opportunities are fully exploited to enhance organisational capability
  • Identify capability requirements needed to deliver future team objectives and manage team resources to meet these needs

8. Managing a Quality Service Level 4

  • Demonstrate positive customer service by understanding the complexity and diversity of customer needs and expectations. Deliver a high quality, efficient and cost effective service by considering a broad range of methods for delivery.
  • Make clear, practical and manageable plans for service delivery. Ensure adherence to legal, regulatory and security requirements in service delivery. Proactively manage risks and identify solutions. Establish how the business area compares to industry best practice. Create regular opportunities for colleagues, stakeholders, delivery partners and customers to help improve the quality of service

9. Delivering at Pace Level 4

  • Set out clear processes and standards for managing performance at all levels. Ensure everyone clearly understands and owns their roles, responsibilities and business priorities. Ensure delivery of timely quality outcomes, through providing the right resources to do the job, reviewing and adjusting performance expectations and rewarding success. Maintain own levels of performance in challenging circumstances and encourage others to do the same.

Government Property Profession

To perform at Government Property Profession Senior Practitioner level. For further information on GPP Competency Levels please refer to GPP Competency Framework for guidance.

10. Professional/Technical Expertise       

  • Take a strategic view of how property impacts on the business objectives of the organisation

11. Interpretation and analysis of data to inform decision making

  • Interpret and communicate clearly to senior stakeholders diverse and detailed information from a wide range of sources

12. Understanding and complying with Statutory, Regulatory & Professional requirements

  • ensuring delivery outcomes are in accordance with relevant legal framework and professional standards

Additional Information

CTC level National Security Clearance is required for this role. Central Government policy dictates that applicants for National Security Clearance must be a resident in the UK for these minimum periods:

  • CTC – 3 years
  • SC – 5 years
  • DV – 10 years

Working Arrangements & Further Information

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on ‘modernised’ terms in their current post or onto ‘unmodernised’ MoJ terms if they are on ‘unmodernised’ terms at their current post. Details will be available if an offer is made.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.


The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.


The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.


The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.


  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits,retail vouchers and discounts on a range of goods and services.
  • For any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.


The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

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. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

1-     To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail;

2-     To Ministry of Justice Resourcing (;

3-     To the Civil Service Commission (details available here)

The Civil Service embraces diversity and promotes equality of opportunity.

There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Grading Structure Review

The Ministry of Justice is currently undergoing a review of posts which are currently graded at Band A to realign our grading structure with the majority of the wider Civil Service.

Posts advertised at Band A may be graded at either Grade 6 or Grade 7 once the review has taken place.