Helpdesk Co-ordinator (Estates)
Forth Valley Royal Hospital
Full time - 37 hours per week.
Salary - £26,869.00 - £28,998.00 depending on experience plus company benefits. Agenda for Change.
To provide a helpful and professional Estates Helpdesk service in line with NHS Forth Valley and Serco requirements to maintain a safe hospital environment. The post holder will be required to receive, direct, and inform callers projecting a professional, polite image at all times.
Main Accountabilities:
* Maintain all required records and paperwork in line with Health and Safety, Quality, and Serco and Board policies and procedures.
* Report any Health and Safety hazards around the site as per procedures.
* Implement documentation control specific to the Estates PMS reporting at contract level. Evaluate daily reports to ensure timely review and reporting on works progress and propose changes to working practices to the Estates Management Team.
* Monitor operational issues and manage working procedures to optimise staff allocation while ensuring response to situations as stated in the Service Level Specifications.
* Support Estates Management in sourcing spares, information, and costing.
* Responsible for allocation and safe return of PDAs.
* File sub-contractor maintenance/reactive reports including quotes to the appropriate subcontractor's contract files.
* Allocate helpdesk requests to relevant tradespersons.
* Monitor task allocation.
* Create, monitor, and control jobs arising from internal audit reports.
* Liaise with the Maintenance Management Team to assist with prioritising jobs for deployment of the estates workforce.
* Daily liaison with Estates Operatives and Managers to ensure a smooth and seamless line between Departments and the Estates Team.
* Supervise and monitor work completed by the team to ensure that performance levels and service requirements are maintained and communicated to appropriate Estates management.
* Monitor Service Failures and collate information to support authorisation on Agility Change Forms.
* File sub-contractor maintenance/reactive reports including quotes to the appropriate subcontractor's contract files.
* Maintain all required records and paperwork in line with Health and Safety, Quality, and Serco and Board policies and procedures.
* Collate and report information relating to failed jobs.
* Create, monitor, and control jobs arising from internal audit reports.
* Produce reports as required by departmental managers.
* Monitor and report on operational Estates Staff workload.
* Ensure all records are kept accurately and timely.
* Prepare out of hours weekly report.
* Prepare Temporary Repairs spreadsheet daily for the weekly report.
* Collate, programme, and record day-to-day repair/replacement works.
* Data input.
* PPM logging and filing.
* Pat Test.
What you will need to do the role:
* SVQ level or detailed understanding and knowledge of Estates specific operations.
* A sound knowledge of Estates staff competences.
* A sound understanding of the performance management system.
* Requires a professional approach to people.
* Use of CAFM, Switchboard, and Helpdesk communication and recording systems.
* Completion of mandatory training as specified within the training plan.
* Competent in dealing with emergency and other high-pressure situations in a calm and rational manner.
* Experience of multitasking for different managers within the department.
* Experience in Microsoft Office software.
* Database management skills.
* Good interpersonal skills.
* Good oral and written communication.
* Ability to work flexibly to tight deadlines.
* Ability to prioritise workload.
What we offer:
* Salary: Competitive salaries with annual reviews.
* Pension: Up to 6% contributory pension scheme.
* Holidays: 25 days' annual leave plus bank holidays.
* Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
* Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
* Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
* ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
* Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network, and be part of a community.
* Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.
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