Site Facilities Manager

Transcription

1 RESPONSIBLE TO Site Facilities Manager EXPERIENCE PREFERRED Experience of working in a busy customer facing reception/office with responsibility for administration tasks, contractor liaison and understanding of Health and Safety and Customer Service principles. QUALIFICATIONS PREFERRED GCSE s Grade C or above or equivalent NVQ, Knowledge of MS Office Suite. SUMMARY To perform a variety of reception/administration tasks to support the operations of the Division, requiring knowledge of Facilities systems and procedures, supporting the Division to provide an excellent customer focused service. KEY TASKS General office duties, which will include filing, photocopying, document imaging, organising the procurement of goods and services, managing stationery supplies, utilising and maintaining stock database. All mailroom associated functions including sorting and distribution. Monitoring and maintenance of room booking systems and preparing meeting rooms and audio visual equipment. Assisting in the management of suppliers of service and assist on maintaining the Facilities Supplier register. Provide appropriate administrative support to the Facilities team. Reception duties, including attending to visitors, dealing with queries, dealing with repair reports and dealing with housing enquiries; whilst promoting a culture of customer care and continuous improvement. To ensure systems are followed to provide technical advice to staff, visitors and contractors on health and safety rules and legislation in order to provide a safe working environment; checking health and safety documentation for contractors, monitoring car parking, security and the electronic door entry systems, including the preparation of ID badges and door entry fobs. Logging repair jobs. Monitoring consumables, general porterage duties and completing site inspections. Liaise with the Facilities Manager, landlord, contractors, staff and other tenants as appropriate. To provide the appropriate level of cover where required.

2 4 Assist with monitoring performance against Service level agreements. To maintain procedures and supporting documentation for appropriate areas of administration to comply with Quality Systems. To undertake appropriate personal development training when and if required Other Duties 1 To provide a high quality, customer-orientated service championing The Riverside Service Style practices. 2 Review of procedures and policies to ensure continued process improvement 3 Participate in the work of the team 4 Undertake personal development and training as necessary 5 To ensure compliance with Riverside s Equality and Diversity Policy, in respect of employment and service delivery. 6 Ensure that all data is compliant with legislation and policies relating to data quality. 7 To actively promote Riverside locally. 8 To ensure that health & safety requirements are met in accordance with Riverside s policy and procedures and statutory requirements. 9 Any other relevant duties as required by the designated team leader or manager. COMPETENCE FRAMEWORK WORKING TOGETHER Trustworthy and confidential in all matters and responds positively to requests for information. Works with other teams to discuss issues and acts to influence and win over others rather than use authority. Offers and accepts constructive advice and criticism and actively makes time to listen to others, respecting their views and needs. Understands how their own behaviour impacts on others and challenges unacceptable behaviour. Works effectively in a team participating, responding positively and putting extra effort into achieving team objectives. FOCUSING ON CUSTOMERS Seeks clarification on customer needs, chases information and follows up to ensure delivery of what is required is within timescales. Takes pro-active steps to exceed customer expectations and add value. Seeks out customer feedback and acts on it and remains calm and patient in the face of difficult situations. Consistently demonstrates the use of The Riverside Service Style techniques and tools. Understands and demonstrates the Customer Charter and has a can do approach. Treats complaints as real gold opportunities to improve service. GOING FOR IT AND STICKING WITH IT Trusts in their own judgement, makes decisions confidently.

3 Analyses data logically and plans work using their own initiative making sure that plans can be adapted quickly to address changes in the environment. Sets out and communicates clear objectives and milestones to all those involved and monitors achievement against plans. Reviews their performance objectively and understands and uses a continuous improvement model. RESPECTING EVERY INDIVIDUAL Takes time and consideration to understand diversity and treats everyone as an individual with objectivity and fairness. Has good time management skills which are efficient and effective. Is always improving and developing themselves, puts learning into practice and actively learns from others. Gives and receives feedback, instantly, constructively and without being defensive. Remains positive and maintains performance in the face of difficult situations. COMMUNICATING POSITIVELY AND LISTENING TO UNDERSTAND Using the communication policy and The Riverside Service Style ensures all written communication is clear and precise. Delivers effective presentations, that are interesting and informative and engages the audience. Builds relationships through communication and always asks questions to clarify. Actively hears what others say and demonstrates that it has been received, uses information to challenge appropriately. MAXIMISING VALUE MINIMISING WASTE Challenges and reviews all management activities that are not VFM and demonstrates continuous improvement. Regularly identifies areas for savings and cost efficiencies provides customers with a VFM service that ensures efficiencies are returned to the organisation. Procedures and processes are efficient and comply with Health and safety responsibilities. CHALLENGING THE CONVENTIONAL Has confidence to challenge procedures and raise them with colleagues and line manager positively. Researches and adopts best practice and adapts ideas from within the business local areas, scans the environment for opportunities for improvements. Views problems as opportunities and is unconstrained by current thinking or ways of doing things and implements changes. Seeks out new experiences and opportunities to learn new things.

4 Personal Specification Essential Qualities: Excellent customer facing service skills Professional personal presentation Previous experience of administrative functions and customer facing role Excellent verbal and written communication skills; ability to deal with all levels both within the organisation and with external clients Discretion and confidentiality able to deal with confidential & sensitive information Good influencing and relationship building skills Must be able to work to meet strict deadlines as an individual and within a team Desirable qualities and experience: Experience of working within a facilities management environment Experience of contractor liaison Knowledge of Office Health and Safety Procedures Experience of Conflict Management

5 Assist to ensure that the Liverpool office premises are suitable to meet the business needs of the company and are available for use as required and are fit for purpose To act as point of contact for general maintenance matters in the absence of FTL. liaise with the FTL, landlord and other tenants as appropriate, including the planning and co-ordinating of maintenance work Assist FTL in review and monitor suppliers and contractors used by the company in accordance with SLA/KPI Assist in planning and coordinating office moves ensuring that staff are kept informed of changes as required and works are completed in line with legislation report issues to the FTL as necessary

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