Role Overview and Purpose
This role is crucial for maintaining a safe, functional and efficient environment across our estate. It requires a combination of strong administrative, communication, and problem-solving skills, as well as a customer-focused approach.
Key Stakeholders
* Property Team including Property Managers and Head of Property
* Operations Teams including Service Managers Operations Managers and Operations Directors
* People we Support
* Service Partners and Contractors
Key Responsibilities
* First Point of Contact - Serving as the primary point of contact for all property -related enquiries, both for internal staff and external contractors.
* Request Management - Logging, tracking, and managing incoming requests, work orders, and maintenance issues through our VPS helpdesk system
* Task Allocation -Assigning tasks to the appropriate property team members or external contractors.
* Communications - Liaising with various teams and stakeholders to ensure timely and effective resolution of issues.
* Issue Resolution - Troubleshooting and resolving basic property-related issues, escalating complex problems to the relevant personnel.
* Documentation - Maintaining accurate records of task orders, maintenance logs, and other relevant documentation.
* Customer Service- Providing excellent customer service by responding to inquiries, providing updates, and ensuring customer satisfaction.
* Administrative Support - Providing general administrative support, including data entry, record keeping, and report generation.
Skills, Experience and Qualifications required
* Excellent Communication Skills: Both verbal and written, for interacting with various stakeholders.
* Strong Administrative Skills: Proficiency in data entry, record keeping, and basic office procedures.
* Problem-Solving Skills: Ability to analyse issues, identify root causes, and implement solutions.
* Customer Service Orientation: A commitment to providing excellent customer service and resolving issues to the satisfaction of the customer.
* Time Management and Organization: Ability to prioritize tasks, manage multiple requests simultaneously, and meet deadlines.
* Technical Proficiency: Familiarity with helpdesk systems, basic computer skills, and potentially experience with CAFM (Computer-Aided Facilities Management) software.
Teamwork: Ability to work effectively with others and contribute to a positive team environment.
You may be required to undertake other duties commensurate to your role and/or working hours, as may reasonably be required of you including ad hoc cover of our Reception Desk at Our Group Support office in Lichfield. This is a hybrid role where you will need to work from the office 2 days a week.