Facilities Supervisor – CEF Helpdesk & Curve Reception
NHS AfC: Band 4
Main area: Administration Grade NHS AfC: Band 4
Contract: Permanent
Hours: Full time - 37.5 hours per week (Monday to Friday - 0800-1600)
Job ref: 437-6828901
Site: The Curve - Greater Manchester Mental Health NHS Foundation Trust
Town: Prestwich
Salary: £26,530 - £29,114 Per Annum
Salary period: Yearly
Closing: 05/01/2025 23:59
Job overview
GMMH Facilities are looking to appoint a CEF Helpdesk Facilities Supervisor for our Facilities Department to enhance our services teams (Help Desk and Curve Reception). Our CEF Helpdesk is leading the way in creating our integrated Facilities Hub. The CEF Helpdesk will be the first contact relating to CEF requests, be solution-oriented, and provide exemplary customer service. This will allow our frontline operational experts to focus on operational delivery. The work will be varied, interesting, and challenging, requiring creativity and responsiveness. This role will work with the helpdesk team, Switchboard, and wider facilities teams to support the operational management of the teams and achieve their goals. The Facilities Supervisor will develop and manage their Team’s workload through effective digital planning and workforce deployment systems. The post holder will ensure that all training, development, and policy requirements are kept up to date at all times.
Main duties of the job
The Facilities Supervisor will be the primary point of contact and escalation for frontline facilities teams and be an initial decision-maker in incident response and operational matters. The post holder will be a key management point of contact for the department and provide excellent customer service with a focus on meeting set tactical and strategic goals. Undertaking a rota, the Facilities Supervisor will be the primary point of contact and escalation for frontline facilities teams.
Working for our organisation
Greater Manchester Mental Health (GMMH) Foundation Trust employs over 7000 members of staff, who deliver services from more than 160 locations. We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford, Trafford, and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond.
Greater Manchester is one of the world's most innovative, original, and exciting places to live and work. Our people enjoy their work, have opportunities to learn and develop their skills, and are encouraged to generate new ideas that improve care for our service users.
Detailed job description and main responsibilities
The post holder will line manage the CEF Helpdesk team, ensuring appropriate levels of cover for annual leave and sickness, leading on recruitment of new team members, carrying out required 1-to-1's and appraisals, arranging NHSP agency staff, and onboarding & training new team members. They will act as the first escalation point for any queries and make appropriate decisions. The Facilities Supervisor will take an active role in supporting and delivering the day-to-day operations of the department and services provided. This role includes liaising with all levels of staff within the Trust, service users, carers, visitors, other public organisations, and the general public.
The Facilities Supervisor will be responsible for reviewing and rethinking existing processes to ensure they are effective and efficient, and mapping, planning, and introducing new processes to the service. Please see Job Description for full list of Duties and Responsibilities.
Person specification
* Recognised competency-based level 3 qualification in a relevant subject (e.g. NVQ, B-TEC QCF, Apprenticeship), or equivalent
* Demonstrable experience in customer service or Helpdesk roles
* Evidence of continuous professional development
* Demonstrable experience of working with helpdesk systems
* Experience of managing a team and undertaking line management responsibilities
* Proficient in the use of Microsoft Office applications including Teams, Excel, Word, and other Office 365 suite apps
* Delivering robust training and onboarding plans
* An excellent telephone manner and communication skills
* Good communication skills; the ability to lead and motivate a team & converse with other staff, Trust employees, and Service Users
* Effective interpersonal and intrapersonal skills including a high degree of self-awareness and self-regulation
* Qualification in Facilities related discipline
* Experience of workforce management systems such as Healthroster and Employee Online
* Previous working experience within an NHS or public sector environment
Application form and interview
* Experience of delivering excellent customer support
* Ability to prioritise workload
* Consistently professional, collaborative, and compassionate in their approach
* Experience in contributing to service improvement and development plans
* Commitment to imparting knowledge and experience to other team members and new colleagues
Important Information about working for GMMH:
All positions within the Trust are subject to satisfactory pre-employment checks. Applicants are encouraged to apply for posts at Greater Manchester Mental Health who have direct experience of mental health, learning disability or drug and alcohol services either as a service user or a carer.
The Trust is also committed to safeguarding children, young people, and vulnerable adults and requires all staff and volunteers to share this commitment.
We are aspiring to ensure our workforce is representative of the diverse communities that we serve. If you would like to have an informal chat about the recruitment process for this role or would value some additional support, we’d love to hear from you.
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