Detailed job description and main responsibilities

The post holder will assist the Facilities Duty Manager with the development and delivery of the Facilities services delivered to premises within its property portfolio and any other of its customer’s locations.

Main Duties

In the absence of the Hard FM / Helpdesk Administrator the postholder will provide helpdesk support, answering incoming calls and welcoming visitors to the department following and monitoring a safe system of work procedure. Generally, deal with enquiries on all levels, with support from the team based at Stratford Hospital.

To provide administrative and secretarial support to the Associate Director of Facilities, Facilities Duty Manager and other Facilities managers upon request and agreement. This will include using bespoke ICT systems for cleaning audits, patient menu system and other Microsoft Office software.

Administer the electronic patient food ordering system and cleaning audit system. This includes creating, adding, deleting and modifying a complex database system.

To ensure that relevant Facilities FM staff are informed of urgent requests promptly via mobile phone/two-way radio.

Monitor shared generic Outlook inbox and deal with any facilities related queries. This will include, but not limited to, Stratford services, car parking and hotel services inbox.

Support arranging meetings, take notes, transcribe, and circulation of minutes and agenda for the meeting as required.

Complex data input, analysis and data extraction, photocopying, scanning, filing as directed.

Use of databases such as Patient Food Ordering, CAFM, car parking and HR systems for which training will be provided.

Ordering facilities consumables for cleaning, catering, portering services and staff uniform.

Provide troubleshooting and effective time critical solutions when consumable Soft FM stock or deliveries are delayed or not arrived.

Raise purchase orders for facilities suppliers for the delivery of services and consumables.

Match delivery notes with purchase orders.

Liaise with suppliers of Soft FM services to ensure the delivery of consumable, delivery and invoice queries.

Liaise with suppliers regarding contracts and development improvements.

Assist Facilities Managers in the delivery of facilities projects, this will include but is not limited to recording / monitoring expenditure, dissemination, collation, recording and analysis of information, arranging meetings, taking minutes / notes of meetings, distribution of minutes and assist with the production of reports relating to the project.

Actively participate in meetings relating to facilities projects.

Chair meetings relating to facilities projects during periods of absence and diary clashes for Facilities Managers, if requested.

Assist with the production of monthly reports detailing any breaches of key performance indicators and assist with the completion of complex facilities reporting tables relating to training, customer satisfaction, waste etc as designated by the Facilities Managers.

Administer, produce and analyse data from the space utilisation system.

Assist the Facilities Managers in the production, distribution, evaluation and reporting of quotation and tender documents.

Assist the Facilities Duty Manager with the booking and organisation of hospitality, this will include, but not limited to, distribution, completion of booking forms, ordering supplies, liaising with Café Lomas staff on the delivery and collection.

 Assist the Facilities Duty Manager with the recording and inputting of payroll data regarding shifts worked, overtime, absence and training of the Facilities team.

Assist the Facilities team with payroll queries.

Responsibilities for Human Resources:

To ensure that departmental procedures, company, and SWFT policies are adhered to

Monitor and update in-house training and disseminate to manager as appropriate, ensuring that all staff attend statutory and mandatory training.

Participate in personal appraisals and reviews working to achieve agreed set objectives. To participate in team, professional and personal development training, activities and promote commitment to continuous development and improvement.

Assist the FM Managers with the monitoring of overtime, sickness, absence and annual leave for all Staff and overtime on behalf of Soft FM Staff via the HR System and support the Soft FM Manager in arranging cover for Soft FM staff during periods of prolonged absence to ensure the continued delivery of service.

Ensure effective communication through regular one to ones with line manager and/or group meetings and participate in a one-team approach to issues.

Administer the system for vacancies within the Facilities team.

Communications:

Communicate effectively, confidently and if necessary, confidentially with all levels of staff including senior managers, executives and directors, both internally and externally, on a face-to-face basis, by telephone, letter and electronically

To actively participate in all duties of the team and provide a supportive ‘hands on’ approach as and when required.

Close liaison with customers and suppliers at all levels.

Planning and organising:

To prioritise all correspondence, emails and enquiries relating to the facilities services to ensure managers are made aware of matters requiring immediate attention.

The post holder will progress, chase, and follow up actions on behalf of Facilities Duty Manager.

To develop and maintain comprehensive office systems and written procedures, both manual and electronic. This will include but is not limited to, recording cleaning audit results, updating the departmental cleaning noticeboards, updating the cleaning charter for each department. Informing the Trust of audit scores.

To proficiently utilise, with advanced keyboard skills, word processing and software packages to produce high quality documentation

Support the managers on any new projects identified.

Assist with purchasing of all equipment, services, and maintenance contracts for the service.

When requested or due to absence, support the day-to-day operation of the helpdesk. This will include inputting reactive work.

Inputting data and updating a list of facilities assets.

Ensure an excellent customer focused service is provided.

Following appropriate training; use technical knowledge to interpret customer requirements, troubleshoot calls, provide advice, and fault resolution on first contact where possible

Escalate any facilities helpdesk queries or complaints, to the service manager.

To record all facilities expenditure and purchase card transactions.

Management and leadership responsibilities:

Ensure that the work areas are kept in a clean, hygienic, tidy and presentable manner.

The post holder may be required on occasions to work outside the normal working hours

Contribute to the development and review of Soft FM policies and procedures.

Willingness to have hands on approach to ensure that service delivery is maintained. This may involve undertaking duties outside of the core skill.

Partnership working:

Work as a team member with all SWFT Clinical Services Ltd staff to provide services to the customer and site.

To assist as liaison to contractors and suppliers and provide all required information and instruction relating to the provision of facilities services.

To identify opportunities to work more effectively and efficiently.

To provide advice to managers and staff on routine facilities enquiries, processes and basic terms and conditions of service.

To share information to other FM colleagues so that during periods of absence they can assist you to ensure the continuation of service delivery.

Analysis and data management:

To utilise to an expert level, with accuracy, Windows-based software in particular Word, Excel, and Outlook, and bespoke web-based helpdesk software and supplier ordering systems.

To be responsible for updating audit spreadsheets, KPI reports and databases on behalf of the managers and facilities service in accordance with information governance standards

To support the safe and secure archiving of all company files and other confidential information.