Main area: Service Desk
Grade: Band 5
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 193-6264317CORB5EST
Employer: Royal Berkshire NHS Foundation Trust
Employer type: NHS
Site: Royal Berkshire Hospital
Town: Reading
Salary: £29,970 - £36,483 per annum
Salary period: Yearly
Closing: 07/10/2024 23:59
Estates Service Desk Manager (Internal Only)
Band 5
Royal Berkshire Hospital is pleased to announce that following our CQC inspection we have been rated ‘Good’ with inspectors reporting that we have made significant improvements. This is a great opportunity to join our clinical or non-clinical teams to create a positive and motivating environment within our trust. Come and join our team in this exciting time of change as we pride ourselves, our staff and our services on excellence.
At the Royal Berkshire NHS Foundation Trust we put our patients at the heart of every element of health and care that we provide. The Trust works together as a community to deliver its vision which is “Working together to provide outstanding care for our community.”
We are Compassionate, Aspirational, Resourceful, and Excellent.
Amazing things happen at the Royal Berkshire NHS Foundation Trust; delivered by amazing people so why don’t you come and join us. We offer a range of learning and development for all employees whether clinical or non-clinical.
Job overview
The post holder will effectively manage the Service Desk and progress the service requests for the Trust Estates Maintenance department. The post holder will monitor the service provider performance through KPIs and SLAs. The post holder will develop and implement standard operating procedures and service level standards for the Service Desk, to deliver outstanding client service via the Service Desk to Trust colleagues and stakeholders.
The post holder is responsible for collating information and producing reports on contractor and fabric maintenance Service Level Agreements (SLA) and Key Performance Indicator (KPI) performance, for review in monthly contract review meetings.
The Service Desk Manager will be the first point of contact for all service delivery escalations.
The post holder is responsible for ensuring that excellent customer service is provided to all clinical and non-clinical teams within the Trust.
They will provide leadership for the section, inspiring continuous improvement, high performance and commitment to excellent customer service.
Be responsible for completing department sickness reviews, manage annual leave, staff appraisals, performance reviews and will have responsibility for department budgets.
The Service Desk Manager will ensure reports are produced and shared with Senior and Operational managers across the Trust based on the performance of maintenance services to ensure KPIs are met.
Main duties of the job
1. Manage the Estates Maintenance Service Desk
2. Promote and exemplify the highest standards of customer care and monitor the quality of service provided to customers and clients by conducting daily monitoring/audits of the Service Desk, monitoring KPIs.
3. Manage complaints and service-related escalations arising from reactive and planned works, maintain and monitor a log of these, and report at weekly estates/project meetings.
4. Accurately operate and input tasks/requests on systems used across estates and facilities including but not limited to MiCAD CAFM systems.
5. Ensure all necessary training requirements for the Service Desk Operatives are captured and delivered in a timely manner.
6. Manage the Service Desk rota to ensure cover from 8am to 5pm Mon-Fri, plus essential out of hours support.
Person specification
Experience
* Practical experience of working in an engineering/estates Service Desk at management/supervisor level.
* CAFM systems management/operation.
* Experience working with spreadsheets and word processors such as Excel and Word.
* Experience in office management.
* Experience of working for an NHS Trust or similar public sector body.
* Practical experience of negotiating and conflict resolution.
Skills
* Ability to work constructively with a wide range of professionals and staff at all levels of the organisation and external bodies.
* Good computer/keyboard skills including Word, Excel and specialist programmes.
* Excellent verbal and written communication skills.
* Able to effectively communicate with senior management including meaningful management reports.
Knowledge
* CAFM systems knowledge.
* Demonstrable ability to supervise or oversee and influence a multi-disciplinary, contracted workforce.
* Understanding of the workings of an NHS hospital.
* Knowledge of Estates management procedures.
Diversity is what makes us interesting… Inclusion is what will make us outstanding.
We are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics.
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