Full Job Title: Temporary Service Desk Officer/Administrator - Admin & Clerical

Reference no: Southwark 5223483

Pay Rate: £14.93 per hour PAYE

You will provide a proactive, performance oriented, customer focused help desk service on behalf of Corporate Facilities management using software package Manhattan that supports the organisation's operational FM delivery for external and internal partners, including the wider operational estate.

You will create and issue work orders to support contractors up to an agreed financial limit, ensuring that the contractor follows all health and safety protocols and provides appropriate risk assessments, method statements and permits to work prior to work commencing.

 This is an office based role. This is a temp role that could lead to a permanent position. The shift pattern for this role is as follows between a team of 3:

Week 1 - 08:00am-16:00pm

Week 2 - 08:30am-16:30pm

Week 3 - 09:00am-17:00pm

Responsibilities to include:

• Operate and use Manhattan, to ensure that agreed standards are consistently achieved and expectation exceeded. Respond promptly, positively and confidently to service requests via email, phone calls and the app to ensure a customer focused, responsive service
• Investigate and co-ordinate responses to requests for emergency, urgent and routine reactive repairs and maintenance from customers; identifying the appropriate Client Manager and liaising between CFM, Technical & Operations teams, customer and contractors on progress and financial implications
• Responsible for creating and issuing work orders to support contractors up to an agreed financial limit and ensuring that the contractor provides appropriate risk assessments, method statements and permits to work prior to work commencing
• Maintain and periodically cleanse the Service Desk database, ensuring that they support a customer-focused and responsive service
• Provide responsive and relevant customer support across the full range of facilities support including but not limited to: reactive maintenance, compliance, cleaning, security, and vending and adhoc project requests for CFM support
• Build and maintain positive working relationships with contractors, suppliers, managers, Headteachers, Leisure Centre Managers and managers and owners of commercial undertakings
• Ensure that the highest standards of timekeeping are maintained and adhered to for this business critical service
• Attend all necessary training and adopt continuous service improvement initiatives to ensure successful operation of Manhattan
• Ensure the Service Desk Supervisor is regularly briefed on performance, updated on progress and ensure that customer satisfaction and service levels are monitored and reviewed
• To undertake any other duties commensurate with the grade of the job as may be requested from time to time

“Specific Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:

• Previous experience and knowledge of public or private sector FM service/help desk functions
• Working knowledge of help desk software packages including Manhattan Proficient in MS Office and Excel
• Experience of working in a service/help desk team in a large organisation
• Experience of negotiating and liaising with a wide range of suppliers, contractors and customers
• Experience working in a FM or property management environment (desirable)
• Ability to communicate clearly both orally and in writing, including interpersonal and negotiation skills, and the ability to liaise effectively with a range of professional and technical disciplines
• Effective interpersonal and influencing skills
• Ability to organise, plan and prioritise workload effectively to meet deadlines and work under pressure
• Ability to work flexibly and effectively as part of a team
• Ability to work without close supervision in reaching decisions
• Ability to competently use a range of ICT packages including Microsoft Outlook, Word, Excel, etc.
• Good administrative skills

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.