Help Desk

Key Roles

Provide administrative support to Facilities and Property Managers in order to ensure the effective day to day management of each site within the assigned portfolio of properties, including:

• Field calls and emails from clients, tenants and contractors, and take the lead in providing instructions where appropriate (where works are linked to a shared service which is contracted to PPM for example).
• Provide updates to tenants where we have instructed a contractor with their expected arrival date / time.
• Follow up with contractor to establish that they have attended when they said they would and keep tenants informed if ETAs change.
• Once contractor has attended / said they would attend – follow up with the tenants to ensure the conclusion was satisfactory and follow up where necessary.
• Updating building files with job/service reports and similar documents as they come in.
• Forwarding job/service reports to FM’s.
• Request renewed costs for contracted services which are expired/due to expire.
• Issuing Purchase Orders for renewing contracts where contracted services are deemed to be operating to an acceptable standard.
• Instruct works requested by Facilities and Property Managers.
• Assist in tenant notification and contractor access relating to instructed works.
• Liaise with contractors to obtain costs, ETA’s, and any other information relevant to works and relay any relevant information back to tenants.
• Issue purchase orders/contracts for instructed works.
• Organise and monitor job orders and contracts with suppliers through to conclusion.
• Share in the responsibility for ensuring a full set of access keys and codes are held for all properties, and ensure, where able, that keys are signed in and out for all site visits and chasing contractors for return of keys, as necessary.
• Secure feedback from tenants and contractors to ensure works have been satisfactorily completed.
• Maintain database of contacts and information for occupiers and contractors.
• To obtain and file supplier insurances and health and safety documentation.

Further Detail

Enquiries
Receiving calls and enquiries from tenants and suppliers - being able to deal in a helpful polite and prompt way with the enquiry – recording all of the relevant information and detail and asking appropriate questions in order to ensure the nature and requirements of the contact are fully understood.

Organising Jobs and orders
Liaising with team members as necessary and contacting contractors to secure a price and arrange attendance to undertake minor or PPM related works. Ensuring occupier and colleague contact, so all involved fully understand when and what works will be carried out. Placing the job order and monitoring through to completion. Assisting contractors with the collection of keys and provision of any extra information required to carry out jobs.

Organising Contracts
Administration of setting up fixed term contracts and maintenance programs with suppliers.
Confirming dates of attendance and feeding back to tenants and FM’s.

Secure Feedback
A key part to the role is to ensure we secure feedback from both occupiers and suppliers, so we can understand how to continue to improve and develop the service.

Databases
The maintenance and improvement of the contact, supplier and building file database to a high standard and ongoing review and updating of this is part of the role.

Maintaining an accurate record of call out procedures for all reactive contractor processes i.e.: reactive gritting or lift break-down.

Property Software
Assisting with setting up and input of information onto the Depts management System - Prop Man – subject to relevant training.

Job Type: Full-time

Salary: From £24,000.00 per year

Benefits:

• Company pension

Schedule:

• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Newcastle upon Tyne: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Application deadline: 26/05/2023
Reference ID: Help Desk
Expected start date: 01/07/2023