Switchboard & Helpdesk Operative-forth Valley Royal Hospital

**Job Title**: Switchboard & Helpdesk Co-ordinator
**Location**: Forth Valley Royal Hospital, Larbert
**Hours**: 37 hours per week across Monday to Sunday (24 hour service, hours to suit business needs therefore must be flexible)
**Salary**: Upto £30,230.00 per annum + Excellent Serco Benefits

To provide a helpful and professional Estates Helpdesk service in line with NHS Forth Valley and Serco requirements in order to maintain a safe hospital environment. The post holder will be required to receive, direct and inform callers projecting a professional, polite image at all times.

**Main Accountabilities**:

- Maintain all required records and paperwork are completed in line with Health and Safety, Quality and Serco and Board policies and procedures.
- To report any Health and Safety hazards around the site as per procedures.
- Implements documentation control, specific to the Estates PMS reporting at contract level. Evaluate daily report to ensure timely review and reporting on works progress and proposes changes to working practices to Estates Management Team.
- Monitor operational issues and manage working procedures to optimise the staff allocation whilst ensuring response to situations as stated in the Service Level Specifications.
- Support Estates Management in sourcing spares, information and costing.
- Responsible for allocation and safe return of PDA’s.
- File sub-contractor maintenance / reactive reports including quotes to the appropriate sub contractor’s contract files.
- Allocation of helpdesk requests to relevant trade persons
- Monitor of task allocation
- Create / monitor and control jobs arising from internal audit reports.
- Liaise with Maintenance Management Team to assist with the prioritising of jobs for deployment of estates workforce.
- Daily liaison with Estates Operatives and Managers to ensure smooth & seamless line between Departments & Estates Team.
- Supervise and monitor work completed by team to ensure that performance levels and service requirements are maintained and communicated to appropriate Estates management.
- Monitoring Service Failures and collating information to support authorisation on Agility Change Forms.
- File sub-contractor maintenance / reactive reports including quotes to the appropriate sub contractor’s contract files.
- Maintain all required records and paperwork are completed in line with Health and Safety, Quality and Serco and Board policies and procedures.
- Collate / reporting information relating to failed jobs.
- Create / monitor and control jobs arising from internal audit reports.
- Produce reports as required by departmental managers
- Monitor and report on operational Estates Staff workload
- Ensure all records are kept accurately and timeously
- Prepare out of hours weekly report.
- Prepare Temporary Repairs spreadsheet daily for the weekly report.
- Collate, programme and record day to day repair/ replacement works
- Data input
- PPM logging and filing
- Pat Test

**What you will need to do the role**:

- SVQ level or detailed understanding and knowledge of Estates specific operations.
- A sound knowledge of Estates staff competences.
- A sound understanding of the performance management system.
- Requires a professional approach to people.
- Use of CAFM, Switchboard and Helpdesk communication and recording systems.
- Completion of mandatory training as specified within training plan.
- Competent in dealing with emergency and other high-pressured situation in a calm and rationale manner.
- Experience of multitasking for different managers within the department.
- Experience in Microsoft Office software.
- Database management skills
- Good interpersonal skills.
- Good oral and written communication.
- Ability to work flexibly to tight deadlines.
- Ability to prioritise workload.

**What we offer**:

- **Salary**: Competitive salaries with annual reviews.
- **Pension**: Up to 6% contributory pension scheme.
- **Holidays**: 27 days annual leave plus bank holidays (Agenda For Change)
- **Training and development**: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
- **Wellbeing**: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
- **Discounts**: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
- **ShareSave scheme**: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
- **Employee networks**: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
- **Charity**: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your