Job summary
GMMH Facilities are looking to appoint a CEF helpdesk Facilities supervisor for our Facilities Department to further enhance our services teams (Help Desk and Curve Reception) who are moving towards a new and exciting future, utilising technological advancements and rethinking processes to deliver strong service goals to our patients and customers. Our CEF Helpdesk is leading the way in the creation of our integrated Facilities Hub. The CEF Helpdesk will be the first contact relating to CEF requests, be solution oriented, and provide exemplary customer service. This will allow our frontline operational experts to focus on operational delivery. The work will be varied, interesting and challenging, requiring creativity and responsiveness. This role will work with the, helpdesk team, Switchboard, and wider facilities teams to support the operational management of the teams and achieve their goals. The Facilities supervisor will effectively develop and manage their Team's workload through effective digital planning and workforce deployment systems. The post holder will ensure that all training, development, and policy requirements are kept up to date at all times
Main duties of the job
The Facilities Supervisor will be the primary point of contact and escalation for front line facilities teams and be an initial decision maker in incident response and operational matters. The post holder will be a key management point of contact for the department and provide excellent customer service with a focus on meeting set tactical and strategic goals. Undertaking a rota, the Facilities supervisor will be the primary point of contact and escalation for front line facilities teams and be an initial decision maker in incident response and operational matters.
About us
Greater Manchester Mental Health (GMMH) Foundation Trust employs over7000members of staff, who deliver services from more than160locations.
We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford,Trafford and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond.
Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options.
Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity.
Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.
Job description
Job responsibilities
GMMH Facilities are looking to recruit a Facilities Supervisor to further enhance our Facilities Departmentsand Services Teams who are moving towards a new and exciting future, utilising technologicaladvancements and rethinking processes to deliver an excellent customer experience.
The work will be varied, interesting and challenging, requiring creativity and responsiveness. The postholder will form part of a multifaceted and multifunctioning team responsible for providing an excellentcustomer service to all of the Trusts stakeholders.
The post holder will line manage the CEF Helpdesk team, a responsive and efficient Trust wide Facilitieshelpdesk function. This includes ensuring appropriate levels of cover for annual leave and sickness,leading on recruitment of new team members, carrying out required 1-to-1's and appraisals, arrangingNHSP agency staff, and onboarding & training new team members. They will act as first escalation pointfor any queries and make appropriate decisions.
Alongside managing the team, the Facilities Supervisor will take an active role in supporting and delivering the day-to-day operations of the department and services provided. The post holder will be responsible forreceiving, understanding, directing, and processing large amounts of varied queries using Facilitiessystems to deliver a clear and efficient services for all customers. This role includes liaising with all levelsof staff within the Trust, service users, carers, visitors, other public organisations, and the general public.
The post holder will contribute, share knowledge and good practice, and play an active role in making surethe service is providing excellent customer service and support, and concise and helpful advice to allcustomers. They will promote by example and help to maintain service levels and standards within thedepartment, especially in customer service and speed & quality of answer.
Facilities Supervisors are required to use their own initiative when dealing with situations outside theparameters of procedures and use initiative and sensitivity when dealing with unpredictable situationsincluding enquiries from anxious service users, visitors, users with language and/or disability barriers, andalways ensuring an appropriate and compassionate response.
The Facilities Supervisor will be responsible for reviewing and rethinking existing process to make surethey are effective and efficient, and mapping, planning, and introducing new processes to the service.
Please see Job Description for full list of Duties and Responsibilities.
Job description
Job responsibilities
GMMH Facilities are looking to recruit a Facilities Supervisor to further enhance our Facilities Departmentsand Services Teams who are moving towards a new and exciting future, utilising technologicaladvancements and rethinking processes to deliver an excellent customer experience.
The work will be varied, interesting and challenging, requiring creativity and responsiveness. The postholder will form part of a multifaceted and multifunctioning team responsible for providing an excellentcustomer service to all of the Trusts stakeholders.
The post holder will line manage the CEF Helpdesk team, a responsive and efficient Trust wide Facilitieshelpdesk function. This includes ensuring appropriate levels of cover for annual leave and sickness,leading on recruitment of new team members, carrying out required 1-to-1's and appraisals, arrangingNHSP agency staff, and onboarding & training new team members. They will act as first escalation pointfor any queries and make appropriate decisions.
Alongside managing the team, the Facilities Supervisor will take an active role in supporting and delivering the day-to-day operations of the department and services provided. The post holder will be responsible forreceiving, understanding, directing, and processing large amounts of varied queries using Facilitiessystems to deliver a clear and efficient services for all customers. This role includes liaising with all levelsof staff within the Trust, service users, carers, visitors, other public organisations, and the general public.
The post holder will contribute, share knowledge and good practice, and play an active role in making surethe service is providing excellent customer service and support, and concise and helpful advice to allcustomers. They will promote by example and help to maintain service levels and standards within thedepartment, especially in customer service and speed & quality of answer.
Facilities Supervisors are required to use their own initiative when dealing with situations outside theparameters of procedures and use initiative and sensitivity when dealing with unpredictable situationsincluding enquiries from anxious service users, visitors, users with language and/or disability barriers, andalways ensuring an appropriate and compassionate response.
The Facilities Supervisor will be responsible for reviewing and rethinking existing process to make surethey are effective and efficient, and mapping, planning, and introducing new processes to the service.
Please see Job Description for full list of Duties and Responsibilities.
Person Specification
Application Form
Essential
- Recognised competency- based level 3 qualification in a relevant subject (e.g. NVQ, B-TEC QCF, Apprenticeship), or equivalent de
- Demonstrable experience in customer service or Helpdesk roles
- Evidence of continuous professional development
- Demonstrable experience of working with helpdesk systems
- Experience of managing a team and undertaking line management responsibilities
- Proficient in the use of Microsoft Office applications including Teams, Excel, Word, and other Office 365 suite apps
- Delivering robust training and onboarding plans
- An excellent telephone manner and communication skills
- Good communication skills; the ability to lead and motivate a team & converse with other staff, Trust employees, and Service Users
- Effective interpersonal and intrapersonal skills including high degree of self- awareness and self- regulation
Desirable
- Qualification in Facilities related discipline
- Experience of workforce management systems such as Healthroster and Employee Online
- Previous working experience within an NHS or public sector environment.
Application form and interview
Essential
- Experience of delivering excellent customer support
- Ability to prioritise workload
- Consistently professional, collaborative, and compassionate in their approach.
Desirable
- Experience in contributing to service improvement and development plans
- Commitment to imparting knowledge and experience to other team members and new colleagues
Person Specification
Application Form
Essential
- Recognised competency- based level 3 qualification in a relevant subject (e.g. NVQ, B-TEC QCF, Apprenticeship), or equivalent de
- Demonstrable experience in customer service or Helpdesk roles
- Evidence of continuous professional development
- Demonstrable experience of working with helpdesk systems
- Experience of managing a team and undertaking line management responsibilities
- Proficient in the use of Microsoft Office applications including Teams, Excel, Word, and other Office 365 suite apps
- Delivering robust training and onboarding plans
- An excellent telephone manner and communication skills
- Good communication skills; the ability to lead and motivate a team & converse with other staff, Trust employees, and Service Users
- Effective interpersonal and intrapersonal skills including high degree of self- awareness and self- regulation
Desirable
- Qualification in Facilities related discipline
- Experience of workforce management systems such as Healthroster and Employee Online
- Previous working experience within an NHS or public sector environment.
Application form and interview
Essential
- Experience of delivering excellent customer support
- Ability to prioritise workload
- Consistently professional, collaborative, and compassionate in their approach.
Desirable
- Experience in contributing to service improvement and development plans
- Commitment to imparting knowledge and experience to other team members and new colleagues
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.
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).
Additional information
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.
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).
Employer details
Employer name
Greater Manchester Mental Health NHSFT
Address
The Curve - Greater Manchester Mental Health NHS Foundation Trust
Bury New Road
Prestwich
M25 3BL
Employer's website
https://www.gmmh.nhs.uk/ (Opens in a new tab)
