General Support Assistant

To support the effective delivery of a high quality modern and flexible Facilities
Support front line service by undertaking a number of duties, including:

- Cleaning
- Caretaking/Building Porterage
- Move Management
- Environmental Services
- Campus Security

**Key Responsibilities**
**and Accountabilities**:

- Cleaning duties (internal and external) as required within work schedules
- Portering
- Transportation and delivery of goods, materials and equipment
- To operate appropriate service related machinery and equipment and

drive University vehicles
- Responsible for the collection and removal of refuse/recycling
- Replenish consumables such as toilet rolls, hand soap and towels as

required
- Completion of customer requests via manual and electronic systems and

processes
- Room set ups
- To report faults in equipment and the premises
- Low level statutory health & safety checks

**Special**
**Circumstances**:
Facilities Support Services are provided 24 hours per day/365 days per year. This
post is expected to work flexibly over 7 days to meet service requirements and to
respond out of hours to incidents as required.

University of Sunderland

**Role Profile**

Part 2

**Part 2A: Essential and Desirable Criteria**

**Essential**

**Qualifications and Professional Memberships:
- Good standard of general education or relevant experience in a similar role

**Knowledge and Experience:
- Knowledge and experience in the delivery of a Facilities/building

support service including cleaning and move management
- Effective oral communication skills
- Demonstrable proactive approach to customer service delivery
- Demonstrable ability to be flexible in approach to work duties
- Full driving license

**Desirable**
- Manual Handling Certificate
- Basic Health & Safety Certificate
- BICS Qualification

**Knowledge and Experience:
- Demonstrable use of service provision related equipment
- Knowledge and an understanding of COSHH
- Customer Care training
- Basic computer/IT skills

**Part 2B: Key Competencies**

Competencies are
assessed at the
interview/selection
testing stage

SENSORY AND PHYSICAL DEMANDS

The role holder is required to carry out tasks at a level which would require either
learning certain methods or routines or involve moderate physical effort.

WORK ENVIRONMENT

The role holder is required to work in an environment which is relatively stable and
has little impact on the role holder or the way in which work is completed; be
aware of health and safety procedures and reports concerns to others and it is an
important requirement to understand how the work environment could impact on
their own work or that of colleagues and act accordingly; identify the level of risk
and take any necessary local action within health and safety guidelines where
applicable, to adapt the environment.

SERVICE DELIVERY

The role holder is required to deal with internal or external contacts who ask for
service or require information; create a positive image of the organisation by being
responsive and prompt in responding to requests and referring the user to the
right person if necessary; deliver service that is usually initiated by the customer,
and typically involves routine tasks with set standards or procedures.

COMMUNICATION

Oral communication
The role holder is required to, understand and convey straightforward information
in a clear and accurate manner.

Written or electronic communication and visual media
Occasionally is required to, understand and convey straightforward information in
a clear and accurate manner.

TEAM DEVELOPMENT

The role holder is required to advise or guide others working in the same team on
standard information or procedures.

PASTORAL CARE AND WELFARE

The role holder is required to show sensitivity to those who may need help or, in
extreme cases, are showing signs of obvious distress; initiate appropriate action by
involving relevant people.

**Date Completed: February 2020