Service Support Officer

**Details**:
**Reference number**:

- 304721**Salary**:

- £21,475 - £25,303- Please note, the starting salary will normally be offered at the minimum of the band.**Job grade**:

- Other**Contract type**:

- Permanent**Business area**:

- WP - Estates and Facilities Management (EFM)**Type of role**:

- Other**Working pattern**:

- Flexible working, Full-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- CardiffAbout the job

**Job summary**:
We are looking for a Service Support Officer to join our EFM team at the Senedd.

You will play an integral part of the Service Team providing general support to your colleagues, and assisting with the large number of meetings and events held on the estate.

Through a wide range of duties this role provides an exciting opportunity to work alongside colleagues as part of the Senedd Commission, the Porters and the Sustainability & Governance officer, whilst also working closely with the wider EFM team.

The Estates and Facilities Management (EFM) Team is responsible for ensuring that the functions of the Senedd, Tŷ Hywel and the Pierhead Buildings are operated as smoothly as possible and that the estate and buildings always look their best.

Additionally, you will provide first-class customer service to Senedd Members, and their support staff, as well as Commission staff and visitors to the estate.

**Job description**:
**Service Team**
- Ensure first class customer service is provided to Senedd Members, Senedd Member support staff, Commission staff and all other customers including members of the public.
- Respond to EFM Service Team calls and mailboxes, providing advice and guidance to customers including Senedd Members and their support staff.
- Pro-active checks of the building and wider estate to ensure good housekeeping and health and safety standards are maintained, recording details in spreadsheets as appropriate.
- Raise maintenance orders on a reactive basis and liaising with the onsite maintenance contractors in ensuring repairs are carried out timeously whilst keeping the customer informed of the progress.
- Liaising with other services and areas to ensure that their requirements are met for the efficient running of Senedd Business and supporting activities.
- Be part of the rota for the wider EFM service team, providing support and continuity when and where required including supporting Plenary and official business.
- Providing support to the larger Facilities Management team in maintaining the smooth running of the department’s processes whilst having a flexible, customer focused approach to complete additional tasks as required.

**Governance Duties**
- Work with and provide resilience to the Sustainability and Governance Officer to support appropriate Governance strands within the EFM team.
- Proactively work on retention schedules of electronic and physical files, including those in the Pierhead.
- Assist with the identification and minimisation of risks around the estate, updating the risk register as required.
- Support the upkeep and development of documentation pertaining to data protection, information governance and data assets.

**Porter duties**
- Be available and flexible when required, to work alongside the Portering Team within the Senedd.
- Assisting with office moves and relocations within the estate.
- Arranging public and event spaces, conference and committee rooms and setting up meetings, events and exhibitions as required daily.
- Ensuring that the established recycling and confidential waste system is running efficiently.
- Working with the Print and Mail services team to ensure delivery of equipment, goods and parcels within the buildings.
- Work with ICT and the Sustainability Team to ensure correct storage and disposal of Waste Electrical and Electronic Equipment (WEEE).
- Other duties commensurate with the post and to assist with the priorities and workloads within the service.

**Person specification**:
**Job Specific Criteria**

1. Flexible and efficient with a positive approach to meet the varying demand of this multi-skilled role.
2. Ability to communicate effectively and tactfully with all customers.

**The below job specific criteria will be assessed at pre-employment stage with a medical undertaken by our Occupational Health Nurse.**
- Fulfil the physical requirements of the role, which includes being able to lift, carry, push, pull and bend to set up meeting rooms and events, delivering goods and collection of recycling and other materials throughout the estate and other facilities services tasks.

**Welsh language criteria**:
The language skills for this post have been assessed Courtesy Level Welsh.
- To pronounce Welsh names, answer the telephone, greet people or make introductions bilingually
- To understand and use proactively familiar, every day expressions
- To understand very short texts where people are giving basic information about themse