Job summary
In this role, you will play an instrumental part in supporting our Estates enabling plan through the development of an effective and efficient estates Helpdesk and Facilities service, using your supervision and leadership skills to foster a culture of collaboration and operationalexcellence within your team.
Your responsibilities will include, overseeing the repairs andmaintenance contract and workstream into the helpdesk, ensuring the effective triage and allocation of work to both internal operatives and external contractors.
Our Estates users are our customers, so it's integral that you promote a proactive, customer centric approach, with a focus on continuous improvement and process refinement. You will also provide personal and administrative support to the Director of Fleet and Estates and theSenior leadership Team, managing the flow of communication between the Director, the senior team and key stakeholder across the Trust.
Main duties of the job
Provide personal and administrative support to the Director of Fleet and Estates and the Senior Management Team.o Responsible for the management and development of an effective Helpdesk Service.o Effective supervision of the Helpdesk Administration Team and Estates Caretakers, taking responsibility for, operational excellence, attendance management, appraisals, investigating complaints and making recommendations.o Positively influence our department financial budget performance by ensuring an adequate internal workstream for our Estates Caretakers, based on skillset.o Managing the back-office requirements for the Estates Contractor Network ensuring positive relationships are maintained through effective communication.o Provide ownership for complaints/staff concerns coming into the Estates helpdesk, following through to resolution whilst providing the senior team and facilities management with common themes.o Provide detailed reporting for senior management showing performance against Estates key performance indicators.o Use initiative when dealing with enquiries, redirecting and liaising with others as appropriate.o Provide administration support for senior meetings.o Organise and maintain effective administrative procedures.o To ensure confidentiality of all appropriate matters in accordance with Caldicott and other relevant guidance and legislation, with Trust policies and procedures
About us
Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.Our ambition is to be an employer of choice, and we are continuously working across our partnership to improve our collective offer to staff in areas like health and wellbeing, benefits and flexible working incl. hybrid working.Benefits:o Flexible working including part-time hours, job shares and flexible hours, agile working (role dependant)o 27 days annual leave, increasing to 33 with service.o Contributory Pension.o NHS Discounts including shops, restaurants, gyms etc.o Car lease and other salary sacrifice schemes (salary dependent)o Dedicated employee assistance and counselling service.o Opportunities for research participation, career progression and ongoing development.o Well respected, committed and supported staff networks for our workforce.
Job description
Job responsibilities
Communication and Relationship Responsibilities Create and maintain positive communications with internal and external stakeholders. Must possess excellent communication and interpersonal skills with the ability to work across all stakeholder groups at all levels in a focused and diplomatic way. The ability to demonstrate tact and sensitivity, using persuasive skills to produce best outcomes. Convey a personal commitment to embrace the YAS values as detailed in the YAS behavioural framework. Can present detailed information in an understandable format to a wide range of audiences. Must have the ability to receive and interpret complex information. Strong IT skills across all Microsoft packages. Liaise with Facilities Manager and the wider capital projects team to ensure strategy alignment. To manage the YAS reactive maintenance contract, liaising with external contractors, and building strong relationships.
Analytical and Judgemental Responsibilities The ability to analyse and interpret complex information across both the planned and reactive elements of contractor performance. For example, engineer attendance within service level agreements, first time fix rates, as well the internal performance of the Help Desk team, for example, call answer times and correct triage and allocation of the workstream. To produce detailed reporting on all areas of estates performance to the senior leadership team in Estates. To monitor all activity into the Estates Helpdesk and maintain an accurate job management system.
Planning and Organisational Responsibilities To effectively manage the Estates Helpdesk to provide a trust leading facilities management service. To effectively analyse the Estates helpdesk workstream to ensure appropriate allocation of works to both internal operatives and external contractors. To ensure full utilisation of the administrative team and Estates Caretakers. To manage any internal job and asset management system.Policy and Service Development Responsibilities Take an active role in developing and implementing department policies and standard operating procedures.
Financial, Physical and Information Resource Responsibilities Positively influence department budgets through the effective triage of the Estates helpdesk workstream. Management of the Helpdesk resource budget. Provide detailed financial reporting on contractor expenditure and productivity. Identifying financial risks and expenditure limits and raising awareness to stakeholders. Provide detailed performance reporting across a wide range of KPIs for senior management. To be an authorised signatory for timesheets for supervised staff. Monitor the accuracy of purchase orders raised by your team. Approve travel expenses.
Research and Audit Responsibilities Provide a robust quality assurance programme to measure the compliance and effectiveness of the Estates helpdesk.
Leadership, Management, Training and Supervision Responsibilities Be the first point of contact for team employee relations issues, investigating and resolving complaints and identifying learnings. Promote an open, fair and collaborative team culture using effective team communication, regular 121s, annual performance appraisals. Motivate, develop and support your team to achieve department KPIs. Assist, as required, in the recruitment and selection process e.g. by participating in interview panels/assessment centres and completing the role of appointing officer. Training of new Help Desk staff on all processes and electronic systems.
Corporate Responsibilities It is the responsibility of each member of staff to ensure that they maintain the confidentiality and security of all information in accordance with the requirements of the General Data Protection Regulation (GDPR), Data Protection Act 2018, the common law duty of confidentiality and, for the protection of patient confidentiality, the principles ofCaldicott. Managers should also ensure that their staff are aware of their obligations under legislation such as the Freedom of Information Act 2000; Computer Misuse Act 1990, and that staff are updated with any changes or additions relevant to legislation. Staff must be aware of and adhere to the provisions of the Health and Safety at Work Act and to ensure their own safety and the safety of colleagues and patients. Mandatory training requirements that are relevant to the post must be decided during Personal Development Review and a training plan developed. Staff should be aware of their individual responsibilities under the Equal Opportunities Policy and ensure that they adhere to the provisions of the policy. Individuals are also required to comply with the policies, procedures, and protocols in place within the Trust. This job description is not meant to be exhaustive. It describes the main duties and responsibilities of the post. It may be subject to change in the light of developing organisational and service needs and wherever possible change will follow consultation with the post-holder.
Safeguarding Children To recognise and report to the appropriate authorities any concerns regarding Child Protection issues to include possible child abuse. Under section 11 of the Children Act 2004 all NHS staff must ensure that their functions are discharged with regard to the need to safeguard and promote the welfare of children (Working Together to Safeguard Children 2015). http://www.workingtogetheronline.co.uk/index.html
Safeguarding Adults To recognise and report to the appropriate authorities any concerns regarding Vulnerable Adult issues to include social care and mental health. All staff must comply with mandatory training requirements and ensure that adult safeguarding is embedded as an essential part of their daily practice.
Job description
Job responsibilities
Communication and Relationship Responsibilities Create and maintain positive communications with internal and external stakeholders. Must possess excellent communication and interpersonal skills with the ability to work across all stakeholder groups at all levels in a focused and diplomatic way. The ability to demonstrate tact and sensitivity, using persuasive skills to produce best outcomes. Convey a personal commitment to embrace the YAS values as detailed in the YAS behavioural framework. Can present detailed information in an understandable format to a wide range of audiences. Must have the ability to receive and interpret complex information. Strong IT skills across all Microsoft packages. Liaise with Facilities Manager and the wider capital projects team to ensure strategy alignment. To manage the YAS reactive maintenance contract, liaising with external contractors, and building strong relationships.
Analytical and Judgemental Responsibilities The ability to analyse and interpret complex information across both the planned and reactive elements of contractor performance. For example, engineer attendance within service level agreements, first time fix rates, as well the internal performance of the Help Desk team, for example, call answer times and correct triage and allocation of the workstream. To produce detailed reporting on all areas of estates performance to the senior leadership team in Estates. To monitor all activity into the Estates Helpdesk and maintain an accurate job management system.
Planning and Organisational Responsibilities To effectively manage the Estates Helpdesk to provide a trust leading facilities management service. To effectively analyse the Estates helpdesk workstream to ensure appropriate allocation of works to both internal operatives and external contractors. To ensure full utilisation of the administrative team and Estates Caretakers. To manage any internal job and asset management system.Policy and Service Development Responsibilities Take an active role in developing and implementing department policies and standard operating procedures.
Financial, Physical and Information Resource Responsibilities Positively influence department budgets through the effective triage of the Estates helpdesk workstream. Management of the Helpdesk resource budget. Provide detailed financial reporting on contractor expenditure and productivity. Identifying financial risks and expenditure limits and raising awareness to stakeholders. Provide detailed performance reporting across a wide range of KPIs for senior management. To be an authorised signatory for timesheets for supervised staff. Monitor the accuracy of purchase orders raised by your team. Approve travel expenses.
Research and Audit Responsibilities Provide a robust quality assurance programme to measure the compliance and effectiveness of the Estates helpdesk.
Leadership, Management, Training and Supervision Responsibilities Be the first point of contact for team employee relations issues, investigating and resolving complaints and identifying learnings. Promote an open, fair and collaborative team culture using effective team communication, regular 121s, annual performance appraisals. Motivate, develop and support your team to achieve department KPIs. Assist, as required, in the recruitment and selection process e.g. by participating in interview panels/assessment centres and completing the role of appointing officer. Training of new Help Desk staff on all processes and electronic systems.
Corporate Responsibilities It is the responsibility of each member of staff to ensure that they maintain the confidentiality and security of all information in accordance with the requirements of the General Data Protection Regulation (GDPR), Data Protection Act 2018, the common law duty of confidentiality and, for the protection of patient confidentiality, the principles ofCaldicott. Managers should also ensure that their staff are aware of their obligations under legislation such as the Freedom of Information Act 2000; Computer Misuse Act 1990, and that staff are updated with any changes or additions relevant to legislation. Staff must be aware of and adhere to the provisions of the Health and Safety at Work Act and to ensure their own safety and the safety of colleagues and patients. Mandatory training requirements that are relevant to the post must be decided during Personal Development Review and a training plan developed. Staff should be aware of their individual responsibilities under the Equal Opportunities Policy and ensure that they adhere to the provisions of the policy. Individuals are also required to comply with the policies, procedures, and protocols in place within the Trust. This job description is not meant to be exhaustive. It describes the main duties and responsibilities of the post. It may be subject to change in the light of developing organisational and service needs and wherever possible change will follow consultation with the post-holder.
Safeguarding Children To recognise and report to the appropriate authorities any concerns regarding Child Protection issues to include possible child abuse. Under section 11 of the Children Act 2004 all NHS staff must ensure that their functions are discharged with regard to the need to safeguard and promote the welfare of children (Working Together to Safeguard Children 2015). http://www.workingtogetheronline.co.uk/index.html
Safeguarding Adults To recognise and report to the appropriate authorities any concerns regarding Vulnerable Adult issues to include social care and mental health. All staff must comply with mandatory training requirements and ensure that adult safeguarding is embedded as an essential part of their daily practice.
Person Specification
skills & Competencies
Essential
- I.T Skills, use of MS packages, CAFM systems
- Good People Management Skills
- Ability to deliver excellent customer service
Qualifications & Knowledge
Essential
- Educated to degree level or relevant comparable experience
- Good Leadership Skills to lead a team effectively
Desirable
- Basic Knowledge of project management skills
Experience
Essential
- Significant Managerial / Supervisory experience or able to demonstrate equivalent comparable experience
- Experience of working as part of a team and provide Team Leader support
Desirable
- Experience of creating or involvement in developing and writing polices and/or procedures
Person Specification
skills & Competencies
Essential
- I.T Skills, use of MS packages, CAFM systems
- Good People Management Skills
- Ability to deliver excellent customer service
Qualifications & Knowledge
Essential
- Educated to degree level or relevant comparable experience
- Good Leadership Skills to lead a team effectively
Desirable
- Basic Knowledge of project management skills
Experience
Essential
- Significant Managerial / Supervisory experience or able to demonstrate equivalent comparable experience
- Experience of working as part of a team and provide Team Leader support
Desirable
- Experience of creating or involvement in developing and writing polices and/or 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.
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).
