Estates Service Desk Manager(Internal Only)

Job description

Job responsibilities

Manage the Estates Maintenance Service Desk

Manage the stores stock control

Ensure contractors complete worksheet requests and their information is inputted into the CAFM database.

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.

Ensuring there are systems in place for customers to notify of new issues and any quality failings.

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.

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.

Arrange (or support the arrangement of) access and liaise with customers, and service providers via the telephone, radio, email and in person.

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.

Act as first point of estates contact for internal and external enquires made by staff members, members of the public, contractors and suppliers.

Respond to all requests in a timely and courteous manner, maintaining services operated through the service desk function, demonstrating a professional customer focused approach in person, by telephone and by electronic means.

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.

Liaise with the appropriate service manager, nurse managers, in house team, contractors and hospital staff to promote the estates administration function.

Call out external organisations as and when required to support the work plan and planned preventative maintenance schedule.

Participate in the Service Desk rota to support implementation of OOH generator tests on a monthly basis.

At the direction of the Building Manager, assist in the operation of the general office duties including but not limited to, operating a bring forward system, word processing prepared text, photocopying and scanning documents, filing, handling routine correspondence and sending packages and responding to e-mail enquiries.

Assist on maintaining accurate records for the management of the Estates functions, supporting the collaboration of relevant works folders to ensure compliance of all works carried out on site by in-house or external organisations.

Assist with the maintenance of local records for contracts and services including operating system to assist relevant managers in ensuring timely updates to work requests and delivery times.

The Service Desk Manager will be responsible for ensuring that Trust policies, procedures and service developments are fully implemented within their areas of responsibility.

They will be actively encouraged to highlight potential issues and contribute to the review and development of policy and working practices directly related to their areas of responsibility, which may then impact areas outside of their responsibility.

Operate handheld radios to dispatch fabric engineers to reactive works and liaise with clinical colleagues to make necessary access arrangements for works to take place.

Responsible for owning and developing the process of information gathering from CAFM system for routine audits.

Provide PA support to the Estates Operations Manager & EFM Site Manager

Develop working practices to meet the changing demands of the TrustSupport the management of service delivery through contract management

Monitor and prepare in advance maintenance contracts for renewal.

Maintain and up to date excel spread sheet with all external maintenance contracts

Work with relevant parties to ensure CAFM data base is updated as required.

Provide detailed spreadsheet for monthly SLAs and KPIsTo undergo additional training where necessary.

Administrative Functions

Support the Estates Office Administrator and provide cover during annual leave / sickness.

Support the Trusts business continuity planning.

Deliver the organisation and participate in complex activities, such as monthly generator tests and annual black building test to ensure service desk functions are covered.

Out of hours is required to support the Generator test/ other estates activities. This is normally 1 day a month. Time in lieu.

Communicate with a range of Trust stakeholders such as non-specialist senior managers, clinicians, & capital project managers to agree interruptions to service(s).

Support the management of the relationship between the estate and multiple suppliers.

Ensure a good working relationship with customers, contractors and colleagues.

Other duties as required, to support Trust objectives.

• 70% Service Desk operations
• 20% Reporting
• 10% Other administrative works (minute taking, action plans, etc.)

Person Specification

Experience

Essential

• Practical experience of working in an engineering/ estates Service Desk at management/supervisor level.
• CAFM systems management/ operation
• Experience working with spreadsheets and word processors such as excel and word
• Experience in office management

Desirable

• Experience of working for an NHS Trust or similar public sector body
• Practical experience of negotiating and conflict resolution.

Skills

Essential

• Ability to work constructively with a wide range of professionals and staff at all levels of the organisation and external bodies
• Good computer / keyboard skills including Word, Excel and specialist programmes, able to self-serve.
• Excellent verbal and written communication skills

Desirable

• Able to effectively communicate with senior management including meaningful management reports.

Knowledge

Essential

• CAFM systems knowledge
• Demonstrable ability to supervise or oversee and influence a multi-disciplinary, contracted workforce

Desirable

• Understanding of the working of an NHS hospital
• Knowledge of Estates management procedures

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

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)