Job summary
NHFM have set up a trust wide facilities management helpdesk which acts as a central function for our customers and operations teams. The helpdesk will be responsible for the end-to-end workflow processes for all estates and facilities management (FM) issues reported by customers. Including the logging, allocation and updating of reactive service requests assigned to our FM Operations teams or contractor supply chain.
The post holder will be part of the frontline helpdesk service for our customers and the first point of contact for receiving and processing all customer FM related issued raised across our estate.
Main duties of the job
Provide a helpdesk and administration service to NHFM and observing fully the adherence to all Trust policies.
Provide excellent level of customer service when handling requests and enquiries from customers with a 'right first time' approach when logging reactive service requests, enquiries, updates and ensure job information is accurately captured and the correct priority is assigned to a service request based on health & safety, business impact and customer expectation.
Ensure helpdesk activities are processed and dealt with in line with established procedures.
Respond to queries, amend data and re-issue tasks as required.
Using the in-house CAFM system to manage and prioritise your workload, following each work request, through to a satisfactory conclusion, ensuring that updates are communicated to all relevant parties and in line with agreed KPIs.
Support and process requests for minor works and new works, quotes, room bookings and space utilisation.
Recognise and proactively escalate complaints to the Helpdesk Manager and Assistant Operations Manager as appropriate.
Work towards team goals and targets, meeting KPIs as determined by the Helpdesk Manager and Assistant Operations Manager.
Undertake additional tasks, duties and responsibilities as required by the FM Helpdesk Manager.
About us
NHFM is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust. Established in 2012, NHFM provide specialist project management services for large and small capital developments, estates maintenance and a full range of facilities services. Carrying out facilities management for a state-of-the-art specialist emergency care hospital - The Northumbria, three general hospitals - North Tyneside, Wansbeck and Hexham hospitals - and a number of smaller community hospitals and clinic sites, we cover one of the largest geographical areas of any NHS trust in the country.
Work for us and you will be making a real difference to the NHS and the thousands of people who use our services each year. Visit our websitewww.nhfm.co.ukfor more information about who we are and benefits of working for us.
Job description
Job responsibilities
Provide a helpdesk and administration service to NHFM and observing fully the adherence to all Trust policies.
Provide excellent level of customer service when handling requests and enquiries from customers with a right first time approach when logging reactive service requests, enquiries, updates and ensure job information is accurately captured and the correct priority is assigned to a service request based on health & safety, business impact and customer expectation.
Ensure helpdesk activities are processed and dealt with in line with established procedures.
Respond to queries, amend data and re-issue tasks as required.
Using the in-house CAFM system to manage and prioritise your workload, following each work request, through to a satisfactory conclusion, ensuring that updates are communicated to all relevant parties and in line with agreed KPIs.
Support and process requests for minor works and new works, quotes, room bookings and space utilisation.
Recognise and proactively escalate complaints to the Helpdesk Manager and Assistant Operations Manager as appropriate.
Work towards team goals and targets, meeting KPIs as determined by the Helpdesk Manager and Assistant Operations Manager.
Undertake additional tasks, duties and responsibilities as required by the FM Helpdesk Manager.
Job description
Job responsibilities
Provide a helpdesk and administration service to NHFM and observing fully the adherence to all Trust policies.
Provide excellent level of customer service when handling requests and enquiries from customers with a right first time approach when logging reactive service requests, enquiries, updates and ensure job information is accurately captured and the correct priority is assigned to a service request based on health & safety, business impact and customer expectation.
Ensure helpdesk activities are processed and dealt with in line with established procedures.
Respond to queries, amend data and re-issue tasks as required.
Using the in-house CAFM system to manage and prioritise your workload, following each work request, through to a satisfactory conclusion, ensuring that updates are communicated to all relevant parties and in line with agreed KPIs.
Support and process requests for minor works and new works, quotes, room bookings and space utilisation.
Recognise and proactively escalate complaints to the Helpdesk Manager and Assistant Operations Manager as appropriate.
Work towards team goals and targets, meeting KPIs as determined by the Helpdesk Manager and Assistant Operations Manager.
Undertake additional tasks, duties and responsibilities as required by the FM Helpdesk Manager.
Person Specification
Qualifications
Essential
- NVQ 3 - Business Admin or equivalent level of acquired knowledge/experience.
Desirable
- Customer care qualification.
Experience
Essential
- Experience in a contact centre customer service role.
- Experience working within a team.
Desirable
- Experience in a FM contact centre environment.
Person Specification
Qualifications
Essential
- NVQ 3 - Business Admin or equivalent level of acquired knowledge/experience.
Desirable
- Customer care qualification.
Experience
Essential
- Experience in a contact centre customer service role.
- Experience working within a team.
Desirable
- Experience in a FM contact centre environment.
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).
