Helpdesk & Portering Manager - Healthcare Facilities

Overview

We are currently working with a leading Facilities Service provider to recruit a Helpdesk & Portering Manager to lead the teams in a large Healthcare environment in Oxford.

• Day to day responsibility for ensuring that the Portering Service and Helpdesk service delivery to the Hospital are maintained within contractual parameters and budget as set.
• Ensure Helpdesk overall performance for calls is within the KPI: 97% of all calls answered within 8 rings, and respond to electronic (email) requests within 5 minutes of receipt into the HD Mailbox.
• Create weekly/monthly performance data, conduct trend analysis, proactively manage all Service Requests and Tasks, obtaining accurate information from all Services Team (Housekeeping, Hard FM, Porters) and ensure they are passed on to the appropriate department, monitoring and recording progress in dealing with them.
• Deal with client representatives such as Trust/Client Management Team, Clinical Leads, NHS Trust Staff and All Management; ensure all contacts are handled in a professional manner.
• Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments, using the CAFM system.
• Ensure all HR and staff management is carried out and followed, such as absence, lateness, adherence; work from daily reports provided to ensure jobs are attended and completed within SLAs to minimize any overdue works and ensure a fair distribution of workload to all Services Team (Housekeeping, Hard FM, Porters).
• Quality checking Helpdesk Call answering/CAFM Task creations on a monthly basis, providing feedback and additional training as necessary.
• Provide full support and all training requirements to the Helpdesk and Portering function, for any new starters on an ongoing basis. Ensure all training material is kept up-to-date, in line with Industry Standards, ISO
  9001.
• Ability to create and manage Staff Rota, ensuring all shifts are covered and shift patterns are adhered to at all times. Provide cover and solutions to all staff absenteeism, whether planned or unplanned.

• Manager/Team Leader/Supervisor Experience Essential, with proven track record of managing a successful team.
• Experience of working in a Call Centre or Similar Environment.
• Sound knowledge of CAFM Systems; accurate record keeping.
• Able to build professional relationships at all levels, both internally and externally.
• Be able to work under pressure and prioritise workload accordingly.
• Strong IT skills; knowledge of Microsoft Office.
• Educated to a high standard.
• Problem-solving - able to handle complex enquiries.
• Having a strong focus on FM / Property support in the FM environment.
• Ideally experience from within a healthcare/NHS environment.

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