Sutton Council
Job title:
Facilities Helpdesk Operative
Company
Sutton Council
Job description
In Sutton, there is much for us to be proud of both as a council and as a borough. This includes high levels of resident satisfaction, the quality of our services, our success in addressing our financial challenges to date, the way that we involve and engage with residents on key issues facing the borough, and the enthusiastic and motivated staff that we employ.Looking ahead, there are plans for the delivery of new homes and new schools and the London Cancer Hub is being developed, while the Council is also seen as a driving force within the South London Partnership of five outer south west London boroughs focused on strategic growth, regeneration and investment.All of this demonstrates a good track record and an authority that is ambitious and set to deliver more improvements for the borough. We’ve set out our vision for the future of Sutton in our corporate plan – Ambitious for Sutton. This strategic plan will shape the outcomes we achieve, the services we provide, and the impact we have on residents, to make Sutton a great place to live, work and raise a family.Situated in Zone 5, Sutton is less than 30 minutes by train from central London, and south and south west London are easily accessible by public transport. There are 10 train stations which serve key neighbourhoods within the borough providing direct connections to London Victoria, London Bridge, London Blackfriars and St Pancras International. Sutton also has direct rail connections with Epsom, Dorking, Guildford and Horsham, as well as Wimbledon for an interchange with the London Underground and West Croydon for the London Overground. There’s also an extensive road network which provides close and easy access to the M25 and M23.About the Role● Responsible for the coordination of all planned and reactive services within remit, detailed planning of work with service managers and supply chain.● To log calls/jobs on the helpdesk database (TF Cloud) where calls/jobs may be received by telephone, e-mail or other electronic media.● Allocate work orders on TF Cloud to either internal FM teams or to the Council’s supply chains, for example the Mechanical & Engineering or Building Fabric contractors. ● To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification, to enable trend analysis. ● Take ownership of the reactive work schedules and ensure that all tasks are completed in line with requirements.● To ensure all specialist contractor details are accurately stored in TF Cloud ● Track job progress against predetermined KPIs including maximum allowable response and rectification times and implementing escalation procedures.● Produce reports from TF Cloud data in the formats required for KPIs and the FM management teams● Operate a paper based system to complement TF Cloud including back-up systems to ensure the helpdesk can function at all times.● Reporting back to staff and contractors on job progress and closing work orders on TF Cloud.● To handle and actively resolve any issues according to the Customer Complaint process. ● Invoicing and billing including all transactions for the FM business, covering tenants, partners, occupiers and third party organisations who purchase and use council FM services.● To develop and maintain a good understanding of the core TF Cloud application, the facilities management services provided to customers, and all relevant processes and procedures.● Be aware of the business continuity plan for the part of the business you work in and the backup systems.● Communication correspondence such as emails, telephone calls and letters are followed up / completed as required.● Updating site specific files and other documentation as necessary.● Assist in training of new FM staff regarding the help desk and TF Cloud.About UsThe Facilities Management Service leading the way in multidisciplinary and collaborative FM working, to combine the skills and
attributes of our workforce with a commitment to provide a professional and customer focussed FMservice, working in partnership with our contractors. As we continue to improve our services this isa particularly challenging and rewarding time for Facilities Management as it reaches therealisation of a new operating model, supporting the goals of our wider organisation.About YouExperience in an FM role (allocating and managing work orders etc) or similar customer service / IT role.
- Experience of service desk / call centre processes and workflow.
- Need to work flexibly, including out of hours, weekends and evenings and occasionally with short notice if the need arises.
Our Offer To YouAs an organisation that values and nurtures talent, we’re committed to helping you fulfil your potential and will offer you a supportive, friendly and collaborative environment to grow and develop your career and skills. We’re constantly striving to improve our ways of working so putting your ideas across – however big or small – will be fully encouraged and supported by your colleagues and our dynamic and experienced management team.In addition, we offer a modern and flexible working environment for our staff, supported by our IT infrastructure, including Google Chromebooks and Google Apps. Our Flexible Working – Smarter Working Scheme embraces new ways of working. It provides improved work life balance for our staff as it allows staff to work from a variety of locations and staff are not required to work within the office 5 days a week.Employees have access to a wide range of benefits, some of which include:
- Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
- Flexi-time (Please note, this applies to roles at grades 1-9 only)
- Three volunteering days per year in Sutton
- Comprehensive learning and development programme
- Local and national discounts for shopping, eating out and leisure activities
- Interest free season ticket loans
- Local Government Pension Scheme
- Car parking scheme
- Bicycle loan facilities and cycle to work scheme
- Zip car scheme
- Free eye tests and contribution towards glasses
- Confidential wellbeing and counselling support
- Subsidised gym membership
Application ProcessPlease apply online outlining what skills, abilities and experience you can bring which makes you an ideal candidate for this role. Please ensure you refer to the requirements outlined in the job profile when completing your application.To support our diversity agenda and reduce the risk of bias in our recruitment activities, our short listing process completely anonymises personal information that can identify job applicants e.g. name, title etc. Our hiring managers review and short list applications based on the information provided as part of your application as to how well you meet the requirements and criteria for the role, as outlined in the job profile.The closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received. Therefore, it is strongly advised that you complete and submit your application as soon as possible to avoid disappointment.Additional InformationWe pride ourselves on being a diverse, inclusive and welcoming Borough and we aim to create a workforce which reflects the community we serve – the key highlights from our recent Equalities Workforce Report can be seen We are respectful of difference and realise the positive value of diversity in our workforce. We welcome and encourage job applications from people of all backgrounds and particularly welcome applications from Black, Asian and Minority Ethnic candidates and disabled candidates, as these groups are currently under-represented in our workforce. As part of our Disability Confident Committed status, we guarantee to interview all disabled applicants who meet the minimum/essential criteria for the role.We offer a range of family friendly, inclusive employment policies, flexible working arrangements, staff engagement forums, and inclusive staff networks who help drive our diversity agenda.The UK has introduced a new points-based immigration system affecting EU and Non-EU workers and sponsorship requirements. We advise checking the for right to work guidance.
Expected salary
£30495 – 32925 per year
Location
Sutton
Job date
Wed, 11 Sep 2024 01:10:03 GMT
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