Property Services

About the role
This role covers the operation of the Property Services helpdesk, serving CCC corporate offices, libraries, children’s centres and adult learning centres. Another responsibility of this role is the financial and admin work created from said helpdesk.

To ensure that any problems or issues at CCC sites within the Property Services remit are logged via our internal helpdesk system, ensuring these are responded to in a timely and efficient manner. To have good organisational and interpersonal skills to be able to communicate with a variety of people such as internal surveyors, service users & external contractors.

This role is a hybrid working role with an expectation to be in the Alconbury office a couple of days a week. The opening hours of the helpdesk are 8:30AM - 4:30PM, therefore your hours will also be 8:30AM - 4:30PM Monday - Friday.

**For more information or to chat about this opportunity please contact Ruth Lovesy**:
What will you be doing?

**Main accountabilities**

Property Helpdesk: Continually manage and monitor the helpdesk system, reacting professionally and efficiently. All calls must be logged in accordance with our own internal grading system, this may be with an internal or external team. Having confidence to ensure efficient information is taken in the first instance and requesting more if required. Ensure helpdesk records and call logs are kept up to date and remain relevant, working to introduce improvements to auditable processes where possible.

Self Management: Manage time effectively and prioritise tasks appropriately. Continually monitoring for back logs and efficiently executing ad-hoc requests. Work closely with the Contract Managers to develop a knowledge and understanding of our systems, sites, buildings and their operation. Knowledge and experience gained are essential will allow the role holder to develop.

Safeguarding: As the helpdesk received personal and confidential information you must ensure all data is handled sensitively and professionally.

Teamwork: Work with and support others within your team, the Property Services department and colleagues in the workplace, making a conscious effort to build rapport with others whilst maintaining a positive approach. Image and reputation are very important in this widely seen and key role, and liaison is required with general staff, senior managers and contractors.

Customer feedback: React professionally and effectively with complaints and problems as they arise. Advise your Line Manager of any developments, problems or complaints that need to be escalated, quickly, promptly and accurately. Report on a regular basis to your Line Manager, updating on work load, tasks and any issues.

About you
**Qualifications, knowledge, skills and experience**

Minimum level of qualifications required for this job

**Qualifications Required**:
**Subject**

**Essential/**

**Desirable**

5+ GCSEs or equivalent

To include Maths and English

Essentail

NVQ Level 3 or equivalent

Customer Service or similar Helpdesk role

Essential

Microsoft Office literate

Excel, Outlook, Word, Powerpoint

Essential

Minimum levels of knowledge, skills and experience required for this job

**Identify**:
**Describe**:
**Essential/**:
**Desirable**:
**Knowledge & Experience**

Delivery of Service in a customer focused environment

Experience in a similar or related role

Desirable

Demonstrating the ability to deliver services in a customer focussed environment

Being approachable, helpful with a keen eye for detail. Always willing to go the extra mile.

Essential

Experience with working with service providers and meeting service level agreements and key performance indicators.

Being able to meet strict deadlines and ensuring our contractors meet their deadlines in an efficient and customer focused way as possible.

Desirable

Experience in using financial systems

Being aware of able to demonstrate the effective use of financial tools to demonstrate financial awareness.

Desirable

Experience of working in a large organisation or local authority with many buildings

Being able to demonstrate previous experience with managing and overseeing the helpdesk function of many properties over a wide ranging service provision

Desirable

Experience of using a asset management data software system

Being able to demonstrate and understand the use of data systems to store and extract information

Desirable

**Skills**

Communication (written and verbal skills)

Ability to communicate effectively both verbally and in writing with customers, contractors and partners.

Able to build sound relationships face-to-face and on the telephone and able to establish a rapport easily by being approachable and managing the relationship well.

Essential

Essential

Co-ordination with team members and various stakeholders

Ability to manage customer expectations and co-ordinate contractor activity effectively

Self disciplined and be able to cope with a complex dema