Estates Service Desk Manager(Internal Only)
- Employer
- Royal Berkshire NHS Foundation Trust
- Location
- Reading
- Salary
- £29,970 to £36,483 per annum
- Closing date
- 8 Oct 2024
View more categoriesView less categories
- Profession
- Other Health Profession
- Grade
- Band 5
- Contract Type
- Permanent
- Hours
- Full Time
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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 KPI's are met.
Main duties of the job
Manage the Estates Maintenance Service Desk
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.
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.
To accurately operate and input tasks / requests on systems used across estates and facilities including but not limited to MiCAD CAFM systems, ensuring the information entered reflects the clients requirements and as such is prioritized accordingly, running reports when required.
Ensure all necessary training requirements for the Service Desk Operatives are captured and delivered in a timely manner. The post holder may be required to deliver some of this training themselves.
Manage the Service Desk rota to ensure cover from 8am to 5pm Mon-Fri, plus essential out of hours support, such as monthly generator test.
About us
We are one of the largest general hospital foundation Trusts in the country, serving a population of more than 500,000 people, and the main provider of acute and specialist care services for West Berkshire.
We are also the region's specialist centre for cancer, eye and renal care, serving over one million people across Berkshire and south Oxfordshire.
Our main site is the Royal Berkshire Hospital in Reading. The Trust also provides services at West Berkshire Community Hospital near Newbury, the Prince Charles Eye Unit and Renal Unit in Windsor, outpatient services at Townlands Hospital in Henley and cancer and renal services Royal Berkshire Bracknell Clinic.
The Trust's aim is to deliver high quality care by putting patient care first. The Estates team support this by providing an excellent estates maintenance and service operation.
Job description
Job responsibilities
Manage the Estates Maintenance Service Desk
Manage the stores stock control
Ensure contractors complete worksheet requests and their information is inputted into the CAFM database.
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.
Ensuring there are systems in place for customers to notify of new issues and any quality failings.
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.
Ensure all necessary training requirements for the Service Desk Operatives are captured and delivered in a timely manner. The post holder may be required to deliver some of this training themselves.
Arrange (or support the arrangement of) access and liaise with customers, and service providers via the telephone, radio, email and in person.
Manage the Service Desk rota to ensure cover from 8am to 5pm Mon-Fri, plus essential out of hours support, such as monthly generator test.
Act as first point of estates contact for internal and external enquires made by staff members, members of the public, contractors and suppliers.
Respond to all requests in a timely and courteous manner, maintaining services operated through the service desk function, demonstrating a professional customer focused approach in person, by telephone and by electronic means.
To accurately operate and input tasks / requests on systems used across estates and facilities including but not limited to MiCAD CAFM systems, ensuring the information entered reflects the clients requirements and as such is prioritized accordingly, running reports when required.
Liaise with the appropriate service manager, nurse managers, in house team, contractors and hospital staff to promote the estates administration function.
Call out external organisations as and when required to support the work plan and planned preventative maintenance schedule.
Participate in the Service Desk rota to support implementation of OOH generator tests on a monthly basis.
At the direction of the Building Manager, assist in the operation of the general office duties including but not limited to, operating a bring forward system, word processing prepared text, photocopying and scanning documents, filing, handling routine correspondence and sending packages and responding to e-mail enquiries.
Assist on maintaining accurate records for the management of the Estates functions, supporting the collaboration of relevant works folders to ensure compliance of all works carried out on site by in-house or external organisations.
Assist with the maintenance of local records for contracts and services including operating system to assist relevant managers in ensuring timely updates to work requests and delivery times.
The Service Desk Manager will be responsible for ensuring that Trust policies, procedures and service developments are fully implemented within their areas of responsibility.
They will be actively encouraged to highlight potential issues and contribute to the review and development of policy and working practices directly related to their areas of responsibility, which may then impact areas outside of their responsibility.
Operate handheld radios to dispatch fabric engineers to reactive works and liaise with clinical colleagues to make necessary access arrangements for works to take place.
Responsible for owning and developing the process of information gathering from CAFM system for routine audits.
Provide PA support to the Estates Operations Manager & EFM Site Manager
Develop working practices to meet the changing demands of the TrustSupport the management of service delivery through contract management
Monitor and prepare in advance maintenance contracts for renewal.
Maintain and up to date excel spread sheet with all external maintenance contracts
Work with relevant parties to ensure CAFM data base is updated as required.
Provide detailed spreadsheet for monthly SLAs and KPIsTo undergo additional training where necessary.
Administrative Functions
Support the Estates Office Administrator and provide cover during annual leave / sickness.
Support the Trusts business continuity planning.
Deliver the organisation and participate in complex activities, such as monthly generator tests and annual black building test to ensure service desk functions are covered.
Out of hours is required to support the Generator test/ other estates activities. This is normally 1 day a month. Time in lieu.
Communicate with a range of Trust stakeholders such as non-specialist senior managers, clinicians, & capital project managers to agree interruptions to service(s).
Support the management of the relationship between the estate and multiple suppliers.
Ensure a good working relationship with customers, contractors and colleagues.
Other duties as required, to support Trust objectives.
Person Specification
Experience
Essential
Desirable
Skills
Essential
Desirable
Knowledge
Essential
Desirable
Employer details
Employer name
Royal Berkshire NHS Foundation Trust
Address
Royal Berkshire Hospital
London Rd
Reading
RG1 5AN
Any attachments will be accessible after you click to apply.
193-6264317CORB5EST
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 KPI's are met.
Main duties of the job
Manage the Estates Maintenance Service Desk
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.
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.
To accurately operate and input tasks / requests on systems used across estates and facilities including but not limited to MiCAD CAFM systems, ensuring the information entered reflects the clients requirements and as such is prioritized accordingly, running reports when required.
Ensure all necessary training requirements for the Service Desk Operatives are captured and delivered in a timely manner. The post holder may be required to deliver some of this training themselves.
Manage the Service Desk rota to ensure cover from 8am to 5pm Mon-Fri, plus essential out of hours support, such as monthly generator test.
About us
We are one of the largest general hospital foundation Trusts in the country, serving a population of more than 500,000 people, and the main provider of acute and specialist care services for West Berkshire.
We are also the region's specialist centre for cancer, eye and renal care, serving over one million people across Berkshire and south Oxfordshire.
Our main site is the Royal Berkshire Hospital in Reading. The Trust also provides services at West Berkshire Community Hospital near Newbury, the Prince Charles Eye Unit and Renal Unit in Windsor, outpatient services at Townlands Hospital in Henley and cancer and renal services Royal Berkshire Bracknell Clinic.
The Trust's aim is to deliver high quality care by putting patient care first. The Estates team support this by providing an excellent estates maintenance and service operation.
Job description
Job responsibilities
Manage the Estates Maintenance Service Desk
Manage the stores stock control
Ensure contractors complete worksheet requests and their information is inputted into the CAFM database.
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.
Ensuring there are systems in place for customers to notify of new issues and any quality failings.
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.
Ensure all necessary training requirements for the Service Desk Operatives are captured and delivered in a timely manner. The post holder may be required to deliver some of this training themselves.
Arrange (or support the arrangement of) access and liaise with customers, and service providers via the telephone, radio, email and in person.
Manage the Service Desk rota to ensure cover from 8am to 5pm Mon-Fri, plus essential out of hours support, such as monthly generator test.
Act as first point of estates contact for internal and external enquires made by staff members, members of the public, contractors and suppliers.
Respond to all requests in a timely and courteous manner, maintaining services operated through the service desk function, demonstrating a professional customer focused approach in person, by telephone and by electronic means.
To accurately operate and input tasks / requests on systems used across estates and facilities including but not limited to MiCAD CAFM systems, ensuring the information entered reflects the clients requirements and as such is prioritized accordingly, running reports when required.
Liaise with the appropriate service manager, nurse managers, in house team, contractors and hospital staff to promote the estates administration function.
Call out external organisations as and when required to support the work plan and planned preventative maintenance schedule.
Participate in the Service Desk rota to support implementation of OOH generator tests on a monthly basis.
At the direction of the Building Manager, assist in the operation of the general office duties including but not limited to, operating a bring forward system, word processing prepared text, photocopying and scanning documents, filing, handling routine correspondence and sending packages and responding to e-mail enquiries.
Assist on maintaining accurate records for the management of the Estates functions, supporting the collaboration of relevant works folders to ensure compliance of all works carried out on site by in-house or external organisations.
Assist with the maintenance of local records for contracts and services including operating system to assist relevant managers in ensuring timely updates to work requests and delivery times.
The Service Desk Manager will be responsible for ensuring that Trust policies, procedures and service developments are fully implemented within their areas of responsibility.
They will be actively encouraged to highlight potential issues and contribute to the review and development of policy and working practices directly related to their areas of responsibility, which may then impact areas outside of their responsibility.
Operate handheld radios to dispatch fabric engineers to reactive works and liaise with clinical colleagues to make necessary access arrangements for works to take place.
Responsible for owning and developing the process of information gathering from CAFM system for routine audits.
Provide PA support to the Estates Operations Manager & EFM Site Manager
Develop working practices to meet the changing demands of the TrustSupport the management of service delivery through contract management
Monitor and prepare in advance maintenance contracts for renewal.
Maintain and up to date excel spread sheet with all external maintenance contracts
Work with relevant parties to ensure CAFM data base is updated as required.
Provide detailed spreadsheet for monthly SLAs and KPIsTo undergo additional training where necessary.
Administrative Functions
Support the Estates Office Administrator and provide cover during annual leave / sickness.
Support the Trusts business continuity planning.
Deliver the organisation and participate in complex activities, such as monthly generator tests and annual black building test to ensure service desk functions are covered.
Out of hours is required to support the Generator test/ other estates activities. This is normally 1 day a month. Time in lieu.
Communicate with a range of Trust stakeholders such as non-specialist senior managers, clinicians, & capital project managers to agree interruptions to service(s).
Support the management of the relationship between the estate and multiple suppliers.
Ensure a good working relationship with customers, contractors and colleagues.
Other duties as required, to support Trust objectives.
- 70% Service Desk operations
- 20% Reporting
- 10% Other administrative works (minute taking, action plans, etc.)
Person Specification
Experience
Essential
- 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
Desirable
- Experience of working for an NHS Trust or similar public sector body
- Practical experience of negotiating and conflict resolution.
Skills
Essential
- 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, able to self-serve.
- Excellent verbal and written communication skills
Desirable
- Able to effectively communicate with senior management including meaningful management reports.
Knowledge
Essential
- CAFM systems knowledge
- Demonstrable ability to supervise or oversee and influence a multi-disciplinary, contracted workforce
Desirable
- Understanding of the working of an NHS hospital
- Knowledge of Estates management procedures
Employer details
Employer name
Royal Berkshire NHS Foundation Trust
Address
Royal Berkshire Hospital
London Rd
Reading
RG1 5AN
Any attachments will be accessible after you click to apply.
193-6264317CORB5EST
You need to sign in or create an account to save a job.
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