Overview
FM Helpdesk & Compliance Operator
Mitie Care & Custody (C&C) is driven by a bold vision: to establish Millsike as a place of restoration and rehabilitation, where prisoners can unlock their full potential and make meaningful, positive changes in their lives. We are excited by the opportunity Millsike presents: a blank canvas on which we can paint a bright future for our prisoners. Our mission is clear: to create an environment that empowers, inspires, and supports individuals to re-enter society with hope, purpose, and a life plan. To achieve this, we will set a culture of rehabilitation and restoration underpinned by integrity and high expectations. Prisoners will experience a dramatic shift from traditional prison environments. Millsike will be a vibrant, bustling community, teeming with industry, activity and opportunities for personal growth. Above all, we will ensure our approach offers a deep sense of safety/respect, through a supportive, uplifting environment, that helps prisoners to see their potential and that unlocks a brighter future for all.
Responsibilities
* Provide first-line helpdesk support and act as the primary point of contact for facilities management requirements and administrative tasks.
* Liaise with team members to ensure the best resolution, handle incoming calls, and allocate work based on pre-agreed priorities.
* Build outstanding work relationships with contractors and external agencies; ensure all reported jobs are processed in a timely manner.
* Monitor the completion of Planned Preventive Maintenance (PPM) and Helpdesk tasks to ensure contract compliance.
* Control and update critical business issues daily; escalate any issues that could lead to breaches of statutory, mandatory, and contractual obligations to the Head of FM.
* Log and process job quotes; maintain full auditable trails for invoices, timesheets, material orders, and goods received notes.
* Receive and return phone calls to support the facilities function; ensure activities are managed professionally.
* Check and maintain the FM Helpdesk Inbox; schedule reactive and help desk call-outs; open and close jobs.
* Review jobs received during the working day and allocate them to engineers; process purchase orders and invoices; issue and close planned and reactive maintenance visits.
* Input data; support the Office & Contract Managers in delivering departmental objectives; respond to queries as they arise.
* Provide general administration support, daily chasing and liaison; raise corrective maintenance tasks following completed PPMs; investigate and report on infrastructure shortfalls, problems, and incidents.
* Actively implement planned and reactive maintenance and monitoring of all electrical and mechanical equipment and systems within scope as needed.
Person Specification
* Basic to intermediate IT skills, including proficiency in Microsoft Excel, Word, and Outlook; experience updating systems.
* Knowledge of industry standards and regulations; experience operating in a facilities management environment.
* Experience in M&E services and buildings maintenance administration.
* Commitment to diversity and inclusion; welcome applications from a wide range of backgrounds including veterans, career changers, and people with experience in social care or learning environments. Full training will be provided where applicable.
Our purpose: our expertise, care, technology, and insight create amazing work environments, helping our customers be exceptional every day.
Our promise to our people: a place to work where you can thrive and be your best every day.
Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
Our culture - our core values and how we behave: We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie. We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of the company. We treat others as we would like to be treated. We are proud to work for Mitie. We go the extra mile: whether its keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers, and keeping our promises is in our DNA. Our diversity makes us stronger: we are immensely proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. Our customers' business is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
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