Estates Service Desk Manager
4 weeks ago
We are seeking an experienced Estates Service Desk Manager to join our team at Royal Berkshire NHS Foundation Trust. As a key member of our Estates team, you will be responsible for managing the Service Desk and ensuring that our estates maintenance services are delivered to the highest standards.
Key Responsibilities:- Manage the Estates Maintenance Service Desk, ensuring that all service requests are handled efficiently and effectively.
- Monitor and report on the performance of our service providers, using key performance indicators (KPIs) and service level agreements (SLAs).
- Develop and implement standard operating procedures and service level standards for the Service Desk, to deliver outstanding client service to our Trust colleagues and stakeholders.
- Collate information and produce reports on contractor and fabric maintenance SLA and KPI performance, for review in monthly contract review meetings.
- Be the first point of contact for all service delivery escalations, providing effective solutions and ensuring that our customers receive excellent service.
- Ensure that excellent customer service is provided to all clinical and non-clinical teams within the Trust, by promoting a culture of customer focus and continuous improvement.
- Provide leadership for the section, inspiring continuous improvement, high performance, and commitment to excellent customer service.
- Be responsible for completing department sickness reviews, managing annual leave, staff appraisals, performance reviews, and department budgets.
- Ensure that reports are produced and shared with Senior and Operational managers across the Trust, based on the performance of maintenance services to ensure KPIs are met.
We are one of the largest general hospital foundation Trusts in the country, serving a population of over 500,000 people, and the main provider of acute and specialist care services for West Berkshire.
We are also the region's specialist centre for cancer, eye, and renal care, serving over one million people across Berkshire and south Oxfordshire.
Our main site is the Royal Berkshire Hospital in Reading. The Trust also provides services at West Berkshire Community Hospital near Newbury, the Prince Charles Eye Unit and Renal Unit in Windsor, outpatient services at Townlands Hospital in Henley, and cancer and renal services Royal Berkshire Bracknell Clinic.
The Trust's aim is to deliver high-quality care by putting patient care first. The Estates team supports this by providing an excellent estates maintenance and service operation.
Requirements:- Practical experience of working in an engineering/estates Service Desk at management/supervisor level.
- CAFM systems management/operation.
- Experience working with spreadsheets and word processors such as Excel and Word.
- Experience in office management.
- Experience of working for an NHS Trust or similar public sector body.
- Practical experience of negotiating and conflict resolution.
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