Customer Care & Facilities Assistant Job Vacancy in South Tyneside, England, UK

Job responsibilities

2. Job Purpose

• To provide generic support services within the Front of House Management Team.
• To act as a first point of contact for all stakeholders.
• To provide support for any agreed work programmes managed from the Customer Care & Facilities Management Department.
• To support the Front of House Management Team in the timely production of reports, and maintaining all data as requested.

3. Dimensions

4. Key Result Areas

General

Providing a welcoming and responsive first point of contact for all stakeholders whether in person or via the telephone, responding to messages, taking messages that provide sufficient basis for further action, contacting outside agencies/ clients to cancel or make appointments and on a face to face basis for visitors.

Provide clerical and administrative support to the team.

Ensure accurate and timely record keeping and filing.

Support the production of business plans, service specifications, reports etc. as requested.

Co-ordinate planned and reactive maintenance across all managed properties ensuring the sites remains fully operational.

Provide support for the management of site appearance and to promote the corporate image

Liaise with suppliers for estates related issues in a professional and efficient manner.

Assist with co-ordinating office moves, including identifying and purchasing of relevant office equipment furniture/ equipment ensuring business continuity.

Provide support for the management of the Customer Liaison post to include data entry.

Attend meetings as required on behalf of the team.

To assist with the implementation of any changes in legislation which affect the day-to-day operational management of the estate function.

Assist with various projects as directed by the line manager ensuring effective communications at all times with stakeholders.

To work with suppliers to ensure all orders are placed and delivered in line with procurement policies.

Provide cover for Hollyfield House Reception and Post Room as required.

Participate in the Staff Appraisal System.

Additional Duties

Record staff sickness levels for the Department and escalate as required

Monitor, process and code invoices, ensuring any recharges are made. Ensure all processes for invoices are followed through, including maintaining the computerised system to store relevant information.

Monitor all aspects of telephony across the organisation sites (mobile and landline phones).

Raise purchase orders as required for the team.

Obtain quotes as required via approved contractors register

Establish Product Appraisal Groups to review and ensure product lines meet demand and best value Printed Stationary

Monitor all aspects of office equipment provision within the organisation

Arrange recharging as appropriate for use of any equipment.

Assist in the management of owned/leased transport vehicles, arranging insurance renewals, breakdown services contract, checking of driver details for authorised users, servicing of vehicles and the equipment within and ensuring tax discs, blue badges and petrol cards are applied for and issued in accordance with policy.

Provide services for the issuing of ID cards and ensuring all relevant information is provided and checked. Ensure accurate records are kept and filed electronically. Provide reports as requested by the Front of House Management Team.

Provide a full uniform ordering service for staff. Check deliveries and highlight any discrepancies, authorise invoices as required. Maintain individual staff records of uniform issued and procedures for returns of uniform.

Ensure all annual leave for the team is processed accordingly and authorised by line manager, providing cover when required. Maintain a leave database.

Support/ assist with the clerical bank recruitment as required.

Process the Monthly bank administrators hours spreadsheet for the department ensuring accurate data is recorded for payment.

Complete the quarterly Department of Health returns for free vitamins issued by the Health Centres/Clinics. Record free vitamins issued and sold making payment to Management Accounts for cash received.

Manage the day to day operations of the Home Loan Equipment Service for the organisation. Liaise with staff, Contracts Manager and external agencies in the provision of healthcare equipment prescribed by the nursing services into the community/wards. Monitor usage of equipment and relevant trends to identify best value.

Effectively deal with day to day queries for other staff members within the team, during their absence as necessary.

Communication and working relationships

Internal and External Stakeholders

Board Lead Front of house

Facilities and Contracts Manager

Complaints Manager

All staff, patient, contractors, GP Practice teams

5. General Accountability

Health and Safety: to have responsibility for the health, safety and welfare of self and others and to comply at all times with the requirements of health and safety regulations.

Confidentiality: to ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity.

Equal Opportunities, Alcohol & Non-Smoking: to comply with the Trusts policies on equal opportunities, the consumption of alcohol and non-smoking.

Infection Control

All staff members have a responsibility to themselves, patients, service users, visitors and other staff to maintain high standards of Infection Prevention and Control and follow the agreed company policies and procedures.

Safeguarding

All staff members have a responsibility to themselves, patients, service users and other staff in ensuring the effective Safeguarding of Children and Adults and must follow the agreed company policies and procedures.

Data Protection Act: to comply with the requirements of the Data Protection Act.

Conflict of Interest: to comply with the organisations code/policy relating to business conduct and/or conflict of interest.

Other Duties: to undertake such other duties as may be required from time to time and are consistent with the responsibilities of the grade.

Personal qualities

Essential

• Ability to use initiative
• Excellent telephone manner
• Pays attention to detail
• Flexible and adaptable

Other factors

Desirable

• Car owner/driver

Qualifications

Essential

• GCSE English and Maths or equivalent
• ECDL or equivalent
• NVQ 3 in Administration or equivalent

Skills and abilities

Essential

• Excellent keyboard skills
• Excellent communication and inter-personal skills
• Good numeracy and accuracy skills
• Experience of minute taking

Experience

Essential

• Demonstrate competence in the use of MS Office
• Ability to work under pressure
• 2 years customer care experience
• Experience of Data Input
• Experience of working in a team

Desirable

• Ability to organise meetings
• Experience of dealing with contractors and external agencies
• Experience in using Micro Soft Teams