The Facilities Management team keep our operational accommodation clean, safe and working efficiently; making sure that it is maintained in the optimum condition within available budgets in order for HCC staff to deliver their services
This role reports to the Helpdesk Manager
The Helpdesk takes on average 6,000 calls and 22,000 emails a year from approx. 800 HCC properties, triaging and directing all manner of reactive and remedial maintenance jobs issuing these out both in house operatives and / or contractors
Core hours 8am-5pm need to be covered, Mon-Fri on a rota basis.
Monday mandatory office day for whole Team
Office based to cover early shifts 07.30 -16.00 and 07.45 -16.15
Late shifts can be hybrid - 08.00 -16.30 and 08.30 -17.00. (please see attached example rota.
This role can see the postholder liaising with staff from all Directorates, contractors and sub-contractors.

About the role

You will co-ordinate calls that are returned from the Out of Hours cover service and ensure this provision is suitable and effective
You will respond to emergency / urgent situations that require quick and decisive decision making. Decisions you make could affect the delivery of services at a site.
You will need to issue appropriate completion targets against all jobs issued from pre agreed criteria
You will manage the Help Desk module on CPD ensuring all jobs and related information is accurately recorded
You will follow financial regulations when agreeing quotes, fees and charges
You will ensure payment applications are processed and paid in line with contractual obligations

Some technical knowledge and understanding on basic mechanical, electrical, plumbing / heating and building maintenance related issues
Strong oral and written communications skills
IT literate - MS Outlook, MS Excel, MS Word, One Drive
Good negotiating skills
Decisive & able to make good judgement calls
Be able to work under pressure
Team player essential whilst being able to work alone

Desirable:

Previous call centre type work would be advantageous
Use of Corporate Property Database - training will be provided
Understanding of financial regulations
Understanding of H&S related requirements including SSoW, RAMS, PTW, COSHH, Hot Works
Knowledge of Asbestos Management

This is an interactive and rewarding role working with the wider FM team to deliver services that have a positive impact on the work of HCC staff, allowing them to deliver their services in safe and well-maintained facilities.

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

Proud member of the Disability Confident employer scheme
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