Job summary
Please note that this role is advertised on behalf of Atlas BFW Management Ltd (Atlas), a wholly-owned subsidiary of Blackpool Teaching Hospitals NHS Foundation Trust and as such, successful applicant(s) will be on Atlas Terms and Conditions. For further information about Atlas, please visit: www.bfwml.co.uk
As an integral member of the estate's team, the post holder's role is key to helping Atlas achieve excellent customer service, consistently.Acting as the customer service link between internal and external clients, contractors and estates and medical engineering service, the post holder will provide a flexible and comprehensive administrative and business support service to the organisation; and will ensure that the help desk iscovered as appropriate.
The Helpdesk function is central to providing effective, timely maintenance support to both the Atlas estates and medical engineering services, including, logging job requests, chasing queries as necessaryand providing updates regarding progress and outcomes. In addition, the post holder will be expected to respond to general telephone inquiries, received via the company's website inquiry line number and to provide a reception and administration service, receiving visitors and staff to the estate's department.
Main duties of the job
- Assist in the day-to-day operation of the Helpdesk by acting as the first point of contact for all maintenance and repair enquiries relating to all Atlas functional departments, including the estates and medical engineering divisions.
- 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 following the corresponding, appropriate impact and urgency scores.
- Provide help desk support and resolve queries promptly and in line with Atlas standards, procedures and contractual service level agreements.
- Ensure that all incidents are assigned by a supervisor 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 the direction of appropriate persons, recording information via the internal logging system.
About us
To develop and maintain effective close working relationships and communicate regularly with a widerange of internal and external stakeholders, including:Client staff, across a wide range of disciplines. Staff from Blackpool Teaching Hospitals NHSFoundation Trust (The Trust) and University Hospitals Morecambe Bay (UHMB).
General AtlasStaff across the CompanyAtlas Estates staffHead of EstatesEstates Manager - Acute ServicesEstates operational and functional maintenance leads across the organisationAdmin & CAFM Support LeadContractorsMedical Engineering staff
Job description
Job responsibilities
Be expected to be the first point of contact for visitors to the Estates Department and will beresponsible for ensuring that all visitors sign in, putting them in touch with the appropriate staffcontact and issuing keys and security passes as required. Respond to all general telephone inquiries, received via the companys website inquiry linenumber 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
Job description
Job responsibilities
Be expected to be the first point of contact for visitors to the Estates Department and will beresponsible for ensuring that all visitors sign in, putting them in touch with the appropriate staffcontact and issuing keys and security passes as required. Respond to all general telephone inquiries, received via the companys website inquiry linenumber 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
Person Specification
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
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
- Good telephone manners and ability to record, evaluate and process.
- Previous experience 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
Person Specification
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
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
- Good telephone manners and ability to record, evaluate and process.
- Previous experience 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
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
