Community Estates Administrator

Job responsibilities

The post holder will:

Assist in the day to day operation of the Helpdesk by acting as the point of contact for all maintenance and repairs enquiries relating to all Atlas functional departments, including the estates department.

Log all requests via the Computer Aided Facilities Management (CAFM) system, QFM and / or other appropriate software and ensure that all relevant information is obtained and recorded.

Ensure that all requests are categorised accurately and are prioritised in accordance with the corresponding, appropriate impact and urgency scores.

Provide help desk support and resolve queries in a timely manner and in line with Atlas standards, procedures and contractual service level agreements.

Ensure that all incidents are assigned within the contractually agreed timeframe to ensure compliance with the KPI.

Provide support and advice to the Helpdesk service users including Atlas staff and NHS Client Trust staff. Maintain contact with contractors and suppliers as required, arrange attendance to site to maintain or repair equipment and or buildings, under direction of appropriate persons, recording information via the internal logging system.

Ensure that all owned requests are resolved.

Monitor the various system and escalate requests where a satisfactory resolution has not been provided, or where a higher level of management input is required.

Liaise with manager, as appropriate, to ensure the correct logging of time on jobs for staff utilisation and that all data is accurate and correct for staff utilisation reports.

Use effective communication to proactively manage customer expectations

Work effectively as part of the Help Desk team, assist team members where possible and contribute to meeting the teams targets.

Investigate and analyse any re-opened calls.

Remain calm and professional at all times whilst dealing with customers and team members and aim to consistently provide a high level of customer service and satisfaction.

Be expected to work flexibly to provide cover for the help desk when required.

Develop effective working relationships with both Estates and External points of contact.

Be expected to work in accordance with call handling procedures to ensure that all calls are effectively resolved.

Manage and maintain electronic and paper records / documentation as appropriate to the role and in line with Atlas policies.

Update CAFM, QFM, with out of hours jobs from on call engineers as necessary.

Be expected to be the first point of contact for visitors to the Estates Department and will be responsible for ensuring that all visitors sign in, putting them in touch with the appropriate staff contact and issuing keys and security passes as required.

Respond to all general telephone enquiries, received via the companys website enquiry line number and provide telephone support, signposting, practical advice and guidance as appropriate.

Ensure that relevant and appropriate documentation is kept up to date.

Always provide client focused business support

Contribute to the Divisional Objectives setting activities on an annual basis

Demonstrate effective communication skills, being able to communicate with different types of people, including clients, visitors, external third-party contacts, senior managers and staff from other departments.

Where appropriate, be able to conduct oneself in meetings professionally and be able to be entrusted with sensitive information. Attend staff meetings when required.

Contribute to achieving and maintaining quality outcomes and standards.

Ensure compliance with Data Protection Act and General Data Protection Regulation principles and promote Information Governance. Please note: Each member of the Atlas team is personally responsible for ensuring the confidentiality of information and for complying with all the requirements of the Data Protection 6 Act whilst carrying out the duties of the post. Any breaches in confidentiality will be dealt with by the Atlas Disciplinary Procedure and may result in dismissal.

Ensure that work is undertaken in line with appropriate policies, procedures and Standard Operating Procedures (SOPs).

Ensure that all official records are maintained.

Where appropriate, deal and respond efficiently with any concerns or complaints in line with the Atlas complaints procedure.

Attend any training courses as deemed necessary by Atlas management and identify own personal training requirements and opportunities. Keep knowledge and skills up to date with any appropriate Continuing Professional Development (CPD) and participation in the Atlas Mandatory Training programme as appropriate.

Any other duties deemed commensurate with the post.

Knowledge & Experience: General

Essential

• Good level of competence using Microsoft Office Suite, in particular Excel, word and PowerPoint
• Able to demonstrate experience of a good level of communication skills both written and verbal.
• Good interpersonal skills
• Proven ability to accurately follow procedures
• Diary Management and database experience

Desirable

• Used QFM or Backtraq
• Worked for NHS
• Previous experience in Microsoft Programmes

Driving

Essential

• Clean full driving licence

Desirable

• Advanced driver training

Qualifications

Essential

• Educated to GCSE level or equivalent, including English at Grade C or above or equivalent level of experience and skill.

Desirable

• NVQ Level 2 Business Admin RSA, ECDL or CLAIT qualification or one year's keyboard experience

Knowledge & Experience: Specialist

Essential

• Good telephone manner and ability to record, evaluate and process.
• Previous experience of working within a customer focused environment Proficient keyboard skills.
• Ability to listen effectively.
• Building / FM Industry related experience
• Previous relevant administration work experience, including use of computers in the working environment, administrative knowledge and associated skills.

Desirable

• Previous experience of a CAFM system.
• Experience working on busy FM helpdesk
• Good numeracy and literacy skills

Skills

Essential

• Ability to cope with demanding and stressful scenarios.
• A dedicated and committed team leader.
• Flexible individual who can cope with new and changing demands.
• Excellent attention to detail.
• Approachable and tactful.
• Ability to work flexibly as needs arise.
• Able to prioritise works and manage conflicting priorities
• Able to demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.
• All staff are expected to engage in compassionate and inclusive leadership in the provision of highquality care and interactions with others
• Has the ability to travel, as will be required to work at different sites.

Desirable

• Responsive to learning new skills with further training.
• Experience of work planning.

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).