Estates Service Desk Manager(Internal Only)
Royal Berkshire NHS Foundation Trust
This job is now closed
Job summary
The post holder will effectively manage the Service Desk and progress the service requests for the Trust Estates Maintenance department. The post holder will monitor the service provider performance through KPIs and SLAs. The post holder will develop and implement standard operating procedures and service level standards for the Service Desk, to deliver outstanding client service via the Service Desk to Trust colleagues and stakeholders.
The post holder is responsible for collating information and producing reports on contractor and fabric maintenance Service Level Agreements (SLA) and Key Performance Indicator (KPI) performance, for review in monthly contract review meetings.
The Service Desk Manager will be the first point of contact for all service delivery escalations.
The post holder is responsible for ensuring that excellent customer service is provided to all clinical and non-clinical teams within the Trust.
They will provide leadership for the section, inspiring continuous improvement, high performance and commitment to excellent customer service.
Be responsible for completing department sickness reviews, manage annual leave, staff appraisals, performance reviews and will have responsibility for department budgets.
The Service Desk Manager will ensure reports are produced and shared with Senior and Operational managers across the Trust based on the performance of maintenance services to ensure KPI's are met.
Main duties of the job
Manage the Estates Maintenance Service Desk
Promote and exemplify the highest standards of customer care and monitor the quality of service provided to customers and clients by conducting daily monitoring / audits of the Service Desk, monitoring KPIs.
Manage complaints and service-related escalations arising from reactive and planned works, maintain and monitor a log of these, and report at weekly estates/project meetings.
To accurately operate and input tasks / requests on systems used across estates and facilities including but not limited to MiCAD CAFM systems, ensuring the information entered reflects the clients requirements and as such is prioritized accordingly, running reports when required.
Ensure all necessary training requirements for the Service Desk Operatives are captured and delivered in a timely manner. The post holder may be required to deliver some of this training themselves.
Manage the Service Desk rota to ensure cover from 8am to 5pm Mon-Fri, plus essential out of hours support, such as monthly generator test.
About us
We are one of the largest general hospital foundation Trusts in the country, serving a population of more than 500,000 people, and the main provider of acute and specialist care services for West Berkshire.
We are also the region's specialist centre for cancer, eye and renal care, serving over one million people across Berkshire and south Oxfordshire.
Our main site is the Royal Berkshire Hospital in Reading. The Trust also provides services at West Berkshire Community Hospital near Newbury, the Prince Charles Eye Unit and Renal Unit in Windsor, outpatient services at Townlands Hospital in Henley and cancer and renal services Royal Berkshire Bracknell Clinic.
The Trust's aim is to deliver high quality care by putting patient care first. The Estates team support this by providing an excellent estates maintenance and service operation.
Date posted
23 September 2024
Pay scheme
Agenda for change
Band
Band 5
Salary
£29,970 to £36,483 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
193-6264317CORB5EST
Job locations
Royal Berkshire Hospital
London Rd
Reading
RG1 5AN
Employer details
Employer name
Royal Berkshire NHS Foundation Trust
Address
Royal Berkshire Hospital
London Rd
Reading
RG1 5AN
Employer's website
https://www.royalberkshire.nhs.uk/ (Opens in a new tab)
For questions about the job, contact:
Supporting documents
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