Estates Office and Helpdesk Officer | Blackpool Teaching Hospitals NHS Foundation Trust

Please note that this role is advertised on behalf of Atlas BFW Management Ltd (Atlas), a wholly-owned subsidiary of Blackpool Teaching Hospitals NHS Foundation Trust and as such, successful applicant(s) will be on Atlas Terms and Conditions. For further information about Atlas, please visit: www.bfwml.co.uk
The Estates Office and Helpdesk Officer will be responsible for Leading a busy helpdesk and providing day-to-day management of the Estates department and its administrative needs.
The individual will be responsible for managing a team of four individuals (with the possibility of future growth) including the leadership and development of that team to achieve the goals and objectives of the Atlas Helpdesk and Self-Service Portal, whilst ensuring that the team complete all administrative support responsibilities in a timely manner to a high standard. Delivering a consistently high levels of customer service is essential to this role.
The role will also provide general office management support in the Estates office, coordinating the service activities, undertaking of ad hoc audits, gathering and the review of information and feeding back to management and other stakeholders. Including the implementation of policies and procedures pertinent to their work area. The roles including the maintenance and management of asset data, provision of reports and analysis from the CAFM system. To support the Estates Management team, including ad hoc operational administrational support to the Director of Operations.
Experts in healthcare facilities and property management, we deliver fully-managed healthcare facilities services and property management solutions to clients throughout Blackpool, Fylde, Wyre and North Lancashire.
Our teams ensure our clients properties and amenities provide the best environment for their customers, patients, staff and visitors.
As a wholly owned subsidiary of Blackpool Teaching Hospitals NHS Foundation Trust, we support the Trusts frontline clinical services and assist with the delivery of patient care, through our service provision.
Our profits are used to help grow our business, whilst providing additional employment, training and development opportunities for local people.
Visit: bfwml.co.uk for further information
Please see the attached Job Description & Person Specification for more information.
Helpdesk Leadership
The post holder will:
• Monitor the total workload for the Atlas Helpdesk team, ensure that job/tasks are being logged efficiently and correctly, and there is adequate cover throughout the day.
• Hold regular team meetings and quarterly one-to-one’s with direct reports.
• Manage HR issues and staff management of the Helpdesk team, such as absence, lateness, adherence to policies/procedures, personal development, mandatory training and setting of objectives.
• Ensure the effective planning and dispatch of activities for engineers and subcontractors.
• Demonstrating a clear and focussed approach to Customer Service and Customer Relationships.
• Demonstrate rapid response to customer issues and show a systematic approach to problem solving.
• To resolve issues at first level and escalate when required.
• To adhere to operational and contractual procedures.
• To demonstrate accountability for personal performance.
• Ensure all contacts are handled in a professional manner.
• To ensure communication across the customer journey is delivered to the client via electronic / email notifications.
• Work from daily reports provided to ensure job are attended and completed within SLAs to minimize any overdue works.
• Work with daily/weekly/monthly reports to ensure productivity of the team and to ensure there is a fair distribution of workload.
• Ensure the team are logging jobs within the correct system and are accurately capturing the call out information in detail, ensuring the correct discipline is assigned to the task/job.
• Participate in the Health and Safety guidelines of the Company and report to Management and SHEQ regarding any dangers; hazards or other defects/issues that may be encountered.
CAFM System Management
The post holder will:
• Provide analysis of the CAFM data to the Estates management team to allow analysis of overall contract performance and for monthly reports.
• Using the CAFM system ensue that effective jeopardy management processes are in place.
• Devise appropriate systems and checks to ensure all staff, contractor and supplier lists are kept up to date on the QFM system, ensuring correct authorisation levels are maintained including assigning permissions.
• Continuous review and audit of QFM processes and workflows to ensure consistent service levels are maintained. Adjust, make amendments and/or implement new processes where required.
• Managing the quality of the data inputted in the system, the mobile devices, version control of the apps and managing appropriate licenses.
• Assist with the collation of appropriate data requirements and evidence bases for government/NHS data returns such as the Premises Assurance Model (PAM’s), 6 Facet Survey, Risk Register and Estates Returns Information Collection (ERIC).
• Provide performance data for contractor review meetings.
• Report on the reactive & planned preventative maintenance (PPM) schedule and performance.
• Assist in identifying systems training needs and requirements of users. Liaise with QFM providers as appropriate for training and provide both formal and informal training to all levels of staff.
• Develop, regularly review and maintain systems procedures and training materials. Implement and communicate changes to practices and procedures.
Asset Data Management
The post holder will:
• To ensure that QFM data is up to date, this includes asset register, geography data, service matrix, service wizard regarding additions, deletions, and changes, in particular those updates from new works/capital works.
• Ensure all elements of asset data is maintained and maintain an awareness of current and changing legislation, ensuring that any amendments to the PPM is up to date and accurate on the CAFM system.
• To ensure that global location number (GLN) labels are printed for installation as and when required and all assets are linked to the locations.
• Provide office support to the team, ensuring correct on-boarding of staff (id badges, computer access, site induction, etc). Assist in resolving team IT issues (laptops, iPads, mobile phones, etc).
• Provide support to the team with procurement, purchase orders, etc and ensure that all is processed in a timely fashion.
Physical Effort and Working Conditions
The post holder will be required to:
• The role is based in an office environment and requires minimal physical exertion.
• On site 5 days per week Monday – Friday covering core operational hours.
Estates Office Operational Administration Support
The post holder will:
• Generate reports and the completion of minutes of meetings in a timely manner with the overseeing and the review the regions administration duties.
• Assisting management in operating across various electronic platforms and systems.
• Undertaking preparation of documents as requested by management and stakeholders.
• Assisting the Estates management team with the development of annual plans, collating required information. Using appropriate software to produce professional documents, controlled documents, specifications and other Estates & Facilities forms.
• To escalate and resolve any system issues with the team and work closely with the system providers helpdesk where issues cannot be resolved internally.
• Liaise with the system providers support and Atlas internal ICT team on various hardware and software upgrades and backups.
• Be the office point of contact for data systems such as ESR, Health Rosta, Mandatory Training, etc
• Any other duties deemed commensurate with the post.
This advert closes on Wednesday 17 Jan 2024

Proud member of the Disability Confident employer scheme