Your New Role We have a fantastic opportunity for a Permanent Help Desk Co-ordinator to join our Birmingham & Solihull Mental Health NHS Foundation Trust. This role is based on-site at Highcroft Site, Fentham Road, Erdington, Birmingham, B23 6AL. The standard hours of work are 40 hours per week - Monday - Friday. Amey provides total facilities and estate management services covering 21 sites to Birmingham and Solihull Mental Health NHS Foundation Trust. Delivering planned and reactive maintenance, essential services like cleaning, catering, we help keep the sites we maintain, safe, clean and complaint. We work in partnership with our clients and clinical staff to ensure the 24/7 service we provide is delivered to the highest standard with minimum impact or disruption to day-to-day operational requirements of the Trust and patient care. Work-life balance and flexibility are key for our success. We empower our people to make choices that are right for them, with hybrid, part-time and flexible work patterns. And with a network of offices across the UK, we’re open to discussing working options that suit you. You will be responsible for: Provide first-line supervision to a team of Service Co-ordinators to ensure daily operations are effective and efficient. Liaise with Team Leaders to manage resources effectively to meet demand across all contracts within the team. Track daily performance against contractual SLAs. Ensure contract guides and information are up to date, liaising with contract teams where necessary. Carry out monitoring to ensure quality and adherence to performance standards under the guidance of the Team Leader. Act as first point of contact for contract team escalations. Provide a friendly and professional point of contact for customers for any queries or concerns. Interpret and log work order requests, inputting details into an in-house system, providing and tracking regular updates to the status of the request through to work complete status in line with Service Level Agreements (SLAs). Liaise with wider team members to ensure the best resolution, consistent with the contract. Completing all administration tasks that relate to the contact, including assigning contract colleagues and sub-contractors to work orders, purchasing and finance tasks. Liaise with relevant Contract staff and subcontractors in relation to all aspects of service requests and that ensure required information is returned in a timely manner. Respond to queries, amend data and re-issue tasks as required. Carry out monitoring of CAFM data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI’s and SLA’s. Support the planned maintenance programme by scheduling activities for engineers, sub-contractors and site managers. Comply with company procedures to ensure that all risks relating to safety, health, environment and quality are effectively managed through the use of risk assessments, PPE, training and company procedures to ensure a safe working environment. We want to hear from you if you have: Relevant customer service experience. Knowledge of FM helpdesk operations. (Optional) Ability to manage workloads effectively. Good written and verbal communication skills. Self-motivated, professional and enthusiastic. Positive team member but with the ability to work on own initiative. Willingness to learn and embrace change. Able to work in a fast-paced environment. What we can offer you When you join us, we can offer flexibility, career development, a choice of benefits and support that help you through all life’s ups and downs. It’s the reason why Investors in People put us among the top 1% of employers and we have a competitive reward and benefits program Career Development - Exceptional development and progression plan Pension – Generous Pension scheme which we will contribute to Holidays - Minimum 24 days holiday Bank Holidays Choices - Our flexible benefits scheme is tailored by you, including buying additional annual leave, cycle2work scheme, charity giving and gym membership Save with Amey - Our online voucher portal gives you access to thousands of discounts from leading retailers to help you save on shopping, days out, or nights in. It includes healthcare, free GP service, dental vouchers Social Value - You’ll get 2 Community Involvement Days each year to volunteer for a charity of your choice and further opportunities to support fundraising initiatives We embrace difference and support individuals to work in ways that work best for them. We are committed to working sustainably and by working in partnership with the communities we serve, so people and the planetare protected. At Amey, you have freedom to perform because we know if nothing holds you back, together, we can be extraordinary. Who is Amey? We are at the heart of modern Britain, helping the economy to grow by designing, maintaining and transforming the nation’s strategic assets. Our 11,000 people are behind the critical services the country relies on every day. Our unique engineering and operations experience, together with data driven insight from our consulting business, delivers better results for our clients. We are trusted partners of Government – both national and local – managing assets and complex projects that are vital to the sustainable growth of the country. To find out more take a look at our website www.amey.co.uk Application Guidance: Amey is committed to Inclusion and Diversity. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation or age. We will also guarantee you an interview if you have a disability, as long as you are qualified for the role. Please contact our recruitment team at peopleservicesamey.co.uk to discuss any access needs, reasonable adjustments or additional support that may be required at any point during the recruitment process.