Main Duties and Responsibilities:

• Process reactive and planned estates and facilities work orders and assign them to the relevant on-site estate and facilities team and contractor(s) through an effective triage process in line with agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Ensure all tasks have correct priority status assigned to them and where appropriate and with the guidance of the Systems Manager, make amendments ensuring that the internal client is made aware of the changes.
• Under the guidance of the Systems Manager, liaise with contractors where such work orders cannot be completed by the on-site estate and facilities team, and request quotes where required.
• Under the guidance of the Systems Manager, liaise with the estates and facilities team where advice is required to action a work order or where the work order is complex in nature.
• Under the guidance of the Systems Manager, prepare randomly selected work orders for the purpose of quality checks and carry out physical quality checks, and document findings, taking corrective actions as required.
• Take ownership of work orders from issue to completion.
• Ensure that the helpdesk users are kept abreast of all or any progress relating to their work orders.
• Organise and implement pre-planned maintenance schedules.
• Manager and monitor the shared Helpdesk inbox.
• Raise and track purchase orders.
• Monitor and track invoices, ensuring that they match with purchase orders / services supplied.
• Collate and file maintenance reports and quotes.
• Maintain excellent relationships with site-based estates and facilities teams and their occupants as well as the contractors.
• Issue and monitor permit to works, including working at height, hot works and general permits to work.
• Monitor and collate RAM’s, insurance documents and other contractual documents from various contractors which forms part of the helpdesk processes.
• Monitor workload of site-based estates and facilities teams ensuring that they have a manageable number of work orders to sustain their workflow rate, ensure suitable distribution of tasks and avoidance of overloading. Run weekly reports to review effectiveness of the on-site estates and facilities team, taking action where low conversion rates become apparent.
• Provide weekly data and feedback to the estates and facilities management team to support performance management of both internal operatives and contractors.
• Review work orders that are on hold (on a minimum weekly basis) and ensure that the reason for their suspension is identified in the relevant section of the work order record In Planon and appropriate parties have been notified.
• Assist with the management and coordination of on-site stock levels to ensure timely ordering, delivery and issuing of spares and materials to ensure KPIs are met, progressing and chasing overdue items.
• Report on and investigate all work orders that have missed their intended response, rectification/completion dates/times, liaising with the relevant on-site estates and facilities team and contractors and recording their reasons, escalating any issues identified to the relevant estates and facilities manager. Lead on engaging the contractors and on-site estates and facilities team to deliver remedial actions.
• Communicate with end users in relation to scheduled planned work orders which may impact them or be disruptive to their service delivery. Check that customers can access information and that the communications are effective.
• Liaise with all customer touch points to ensure that the correct level of accurate information is recorded on work orders reported to them, ensuring that they have sufficient up-to-date information regarding the status of all outstanding work, either via interrogation of the CAFM system or verbally, to enable them to answer customer enquiries.
• Assist the Systems Manager with producing up-to-date reports to the estates and facilities management team on request, showing the status of various workloads of different types and categories.
• Assist the Systems Manager with producing performance reports to identify unacceptable performance levels and seek improvements through changes to workload planning and scheduling.
• Produce trend analysis reporting across a multitude of areas which can help the estates & facilities management team with their long-term planning.
• If required, attend contractor reviews to advise on best practice and ensure we are working in partnership to continually improve upon levels of service and meet agree SLA’s.