Customer Services Support Administrator – Site Services

Job overview

• To primarily support the delivery of a first class, Help Desk service together with the Switchboard, Hotel Services Helpdesk and Welcome Desk on Level 6 who are part of the Department, including all aspects of general administration, specialist system operation and customer service across the wider Site Services departments and ultimately the whole hospital
• To manage the regular stock-take of office supplies, ensure selection of most cost-effective stock, ordering of stationary using e-proc
• Support the delivery of a high performing service team to deliver corporate aims, objectives and aspirations of the Directorate and the Trust
• Delivering excellent customer care across all areas and undertakes the role in line with the vision and values of the organisation and display integrity, fairness exemplary personal behaviour and be a role model for other staff member

***Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***

Main duties of the job

To work across all areas of the Department, the Welcome Desk, Estates Helpdesk and Switchboard.

The Welcome Desk is situated in the main concourse of the hospital on Level 6.  Putting patients and visitors at the forefront assisting them with any queries, directions, parking issues and signposting to various areas and departments throughout the hospital and site.  Working closely with our volunteer team.

Estates Helpdesk - Assisting the Help Desk working with the computer system (MRI Planet), other software packages and associated Estates Department procedures.   Data input into MRI Planet system to meet departmental deadlines. (Planet is an integrated Works Management System, which includes a Planned Maintenance, repairs reporting, stock control, invoicing, labour information and financial information).

Switchboard - Assist with our Switchboard, receiving telephone calls both internal and external, taking control of the alarm system and ensure emergency response calls are processed and managed correctly in line with emergency procedures.

Be aware of the Major Incident Plan to ensure the correct procedures are carried out in the event of a Major Incident and communicate with designated / relevant personnel.

Ensure alarms connected with or communicated to Switchboard are processed to relevant on-call personnel and relevant 999 emergency services in the event of an alarm sounding.

Detailed job description and main responsibilities

• Site Services Customer Service Department
• To support Management in the operation of the Welcome Desk, Estates Help Desk and Switchboard
• Work with various software packages in relation to Estates and Parking and other software packages the Department use and associated Estates and Facilities Departmental procedures
• Data input into various software packages for different areas of the department to meet departmental deadlines.
• Receive telephone calls, e-mails and intranet calls from users / wards / departments / members of the public and transfer to the relevant people / departments
• Receive emergency calls and put out bleep calls to relevant emergency care teams, deal with any alarms that come through to the team for things such as fire and lift entrapments
• Deal with the public / visitors / patients / contractors when visiting the hospital, helping with queries and directions regarding all areas of the hospital as well as any parking tasks
• Raise work orders and allocate work priorities in accordance with departmental guidelines
• Liaise with Trade Supervisors to ensure works are completed to deadlines
• Issue Planned Preventative Maintenance (PPMs) work orders to the maintenance teams
• Maintenance of archiving work order requests, completed work order job sheets and PPMs in accordance with procedures
• Call out contractors for service to Trust equipment / infrastructure
• Play an essential part in the event of any maintenance emergency
• Communicate detailed responses to senior management and workforce team within the Site Services team e.g., mains failures, drain blockages and lift problems etc For further details please see attached JD&PS.