Estates Services Project Support Officer

Job description

Job responsibilities

1. Prioritisation and the generation of own workload, carry out a variety of administrative, clerical, and other general office support functions for the Computer Aided Facilities Management (CAFM) Mobilisation and Demobilisation Project including:

Liaison with Subject Matter Experts (SMEs) within the Estates and Facilities department

Liaison with relevant contractors, with the support of the Estates Services Information Officer

Organisation of relevant documents including compliance records, lease and licence property management records, energy management records.

Supporting development of management reporting using the new CAFM system and other software such as Power BI.

2. To manage and maintain schedules and diaries, organise, and provide administrative support to meetings for the Computer Aided Facilities Management (CAFM) mobilisation demobilisation project - may involve travel to and from other venues. This will include resolving appointment conflict, issuing meeting invitations, distributing agendas and papers to the required deadline, making room bookings, arranging meeting room layout, equipment, travel, hospitality, greeting visitors and taking formal minutes or action logs, reports, and any other relevant documentation in accordance with the Trust meeting protocol

3. Where required to support Quality Assurance, Property Services and Estates Services functions by providing:

Guidance to staff on the use of the department Quality Management System to ensure adherence to ISO:9001 quality standard and Trust Information Governance standards

Assist with the upkeep of the department Policy and Standard Operating Procedure tracker to ensure all documents remain in date and are reviewed at the appropriate interval through the Estates & Facilities workplan.

Monitoring and uploading of relevant property documentation to the departments Computer Aided Facilities Management (CAFM) system

Provide support in the production and distribution of annual Tenancy Management Packs to our external leaseholders and assistance as required with the calculation of financial variations.

4. To support Estates & Facilities in a number of administration tasks to facilitate the smooth running of the department including:

To support the Service Quality Programme Manager and Quality Assurance Manager to investigate complaints and take action to mitigate and resolve where possible.

To report maintenance, cleaning, health and safety and other site issues in line with current procedures, keeping the line manager/site manager informed at all times.

5. Provide Cover for the Service Quality Support Officer, to enable understanding to Estates and Facilities Helpdesk processes.

Monitoring and allocating incoming requests for Estates & Facilities Subject Matter Experts through the process and allocation of Work Orders.

Collation of monthly performance Helpdesk data against an agreed set of Key Performance Indicators for reporting at departmental meetings

Liaising directly, if required, with staff and our contract provider to support the smooth resolution of issues and work orders.

Monitor and collate Helpdesk feedback received, liaising with Subject Matter Experts on developmental feedback and facilitate appropriate response to the customer.

Support service improvement initiatives for Helpdesk provision

6. To assist with developing and carry out training for small groups of staff at all levels for the CAFM system, including presenting this without supervision. Travel may be required to these sessions.

7. To identify, draft and/or feed into staff communications on E&F contract managed services, including via staff emails and the E&F intranet pages. This may also include organising and communicating one off events and assisting in production of guidance documents.

8. It is important that the post holder be flexible in working times if required and provide cover in other departments during periods of team absences to support business continuity.

9. The post holder will support the Trusts sustainability agenda by operating with due diligence of sustainable practices and identification of further service improvement.

Person Specification

Qualifications

Essential

• oHigher level of education (e.g. NVQ level 3 or 'A' levels at minimum grade C, or equivalent experience)
• oGCSE Grade 4 (C) or equivalent in English and Maths.

Desirable

• oRelevant Digital qualifications
• oMinute taking qualification

Experience

Essential

• oProven administrative experience in a busy office environment and as part of a team.
• oProven ability to demonstrate a systematic approach to prioritisation of work and cope under pressure to meet deadlines.
• oProfessional contact with the general public
• oCustomer care experience
• oAbility to analyse performance reports
• oAbility to take minutes

Desirable

• oOffice experience in the NHS.
• oExperience of creating and delivering presentations.
• oExperience of preparing sensitive information for diverse audiences.
• oExperience of minute taking
• oExperience of Computer Aided Facilities Management (CAFM) or other data management systems

Skills, Abilities and Knowledge

Essential

• oAble to deal confidently and professionally with internal and external stakeholders
• oAbility to manage priorities in order to meet specific deadlines.
• oDiscretion to deal with confidential issues.
• oGood keyboard and IT skills with a comprehensive working knowledge of Microsoft Office, including Outlook, Word, Excel, Powerpoint and Teams.
• oAbility to maintain sustained concentration to take minutes at meetings with large numbers of attendees.
• oExcellent organisational skills with attention to detail and accuracy
• oAble to use own initiative and prioritise effectively to meet deadlines
• oActs with discretion when handling confidential and sensitive information.

Desirable

• oCustomer Care skills.
• oKnowledge of NHS Community Services.
• oTrained on SystmOne and holding a valid Smartcard.

Communication

Essential

• oMust be able to demonstrate effective communication and inter-personal skills using the English language in both written and verbal forms
• oAbility to influence and persuade.
• oAble to provide and receive sensitive or distressing information from patients, relatives and/or staff about difficult or complex matters and to respect confidentiality at all times.
• oAbility to work as a team member but also able to work alone
• oAbility to present to groups of staff, e.g. at Induction training sessions.
• oActs with discretion when handling confidential and sensitive information
• oAble to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adul

Desirable

• oExperience of supporting a Helpdesk function
• oExperience of effectively dealing with staff at all levels of an organisation

Personal Attributes / Behaviours (linked to the Trust's Behaviour Framework)

Essential

• oAble to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults

Other

Essential

• oAdaptable and resourceful.
• oBe adaptable in working times if required.
• oHold a full and valid driving licence and have access to a vehicle

Desirable

• oInnovative
• oProblem solver

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

Norfolk Community Health and Care NHS Trust

Address

Norwich Community Hospital - some remote working is possible

Norwich

NR2 3TU

Employer's website

https://www.norfolkcommunityhealthandcare.nhs.uk (Opens in a new tab)