Property Services Helpdesk Assistant

Vacancy details

Based at: Headquarters – Portishead

Contract: 12 month fixed term appointment, with the possibility of extension or permanency 

Hours: Part-Time, 22.2 hours per week

Salary: Hay 10 £20,092 - £ 21,748 FTE

Closing date: Noon on Friday 30 October 2020

An exciting opportunity has arisen for a Property Services Helpdesk Assistant to join Avon Fire & Rescue Service (AFRS). We are looking for a Helpdesk Assistant to provide support to the Property Services Team.

The Property Services Helpdesk Assistant will be responsible for maintaining both manual and computerised record systems, as well as maintaining requisition, order and payment systems for the Property Services Team. You will process Property Services requests and orders in an accurate and timely manner whilst ensuring that they comply with Financial Regulation and Procurement Policy. You will liaise with the relevant Property Services officers in order to resolve any issues or discrepancies.

You will be responsible for monitoring and maintaining the Property Services helpdesk by responding directly to requests and/or allocating works to colleagues and contractors. You will ensure that helpdesk requests are kept updated with the latest status and liaise with colleagues to ensure works are completed to satisfaction before closing requests.

As the Helpdesk Assistant you will provide contract-management support by requesting, checking and processing contractor information. You will also be responsible for dealing with telephone enquiries in a polite and courteous manner, passing any details and enquiries on to relevant colleagues and contractors where necessary.

If required, the Property Services Helpdesk Assistant will also provide support to the Supplies and Procurement team by undertaking similar tasks as outlined above.

It is essential to this role that you have a minimum of 18 months relevant experience in a customer-facing role. You must be experienced in responding to requests, and recording actions and outcomes in differing formats, including one or more of the following: systems or spreadsheets for web-based requisition, service, or helpdesk.

Previous experience of Property or Facilities Maintenance or in the operation of a service/helpdesk is desirable.

The successful candidate will be computer literate and will have the ability to communicate effectively and professionally with colleagues and customers. We are looking for an organised individual with a keen eye for detail and accuracy.

In return, we will offer you enrolment into the Local Government Pension Scheme, and access to our Cycle to Work and Childcare Voucher schemes. Based at our newly developed Headquarters in Portishead, surrounded by a nature trail and memorial garden (for those quiet moments), you will also have access to kitchen, restaurant and coffee bar facilities, multi-gym, sports hall, and free parking.

The work base for this role is Covid-19 secure and has been fully risk assessed. Some element of home working may be possible if and as appropriate in line with Government guidelines. 

Please note - as this post is based at our new Headquarters which we share with Avon & Somerset Police, the successful applicant will be required to undergo a security clearance check.

To see the full duties of the role and candidate criteria required please see the job description provided.

How to apply:

The job description and application is available to download on our website https://www.yesyoucan.careers/. Once you have read the job description please complete the application form telling us how you meet the requirements of the role - tell us how your skills, qualifications and experience match those required for this role, and provide examples wherever you can. The information you give us will assist us in our shortlisting process.

Completed applications must be submitted to Human Resources, Avon Fire & Rescue Service, Police & Fire Headquarters, PO Box 37, Valley Road, Portishead, Bristol BS20 8JJ by the closing date and time. Alternatively, you can email your application to hr.admin@avonfire.gov.uk. Late applications will not be accepted. 

Please quote job reference number 5006 on any communications. Thank you.

Job description

1.         JOB PURPOSE

 

    1. To provide support to the Property Services Team on the Property Services Maintenance Helpdesk, allocating works to colleagues and contractors, and maintaining ordering, invoice and payment processes for works and services.
       
      2.         Context and Scope
       
    1. AF&RS serves the Unitary Authority areas of Bristol, Bath & North East Somerset, North Somerset and South Gloucestershire, with fire stations and office locations in each.  Avon Fire Authority consists of members from the four authorities. 

 

    1. In total, AF&RS has twenty three operational fire stations, serving an area of approximately 133,245 hectares with a population of just over one million. AF&RS employs over 1,100 employees, made up of Wholetime and On Call duty firefighters, Control and Support staff.
       
    2. The Property Services Unit, which sits alongside Corporate Performance and Assurance, Finance, Procurement, Admin Services, Corporate Communication, Human Resources and IT, to form the Corporate Services Directorate. The Directorate provides specialist support to the Service to enable it to achieve its corporate objectives, targets and service requirements.
       
    3. The Property Services Unit is directly responsible for all matters relating to the management, repair, maintenance, alterations and improvement of all Service sites and buildings, sustainability, energy and environmental services and programmes.
       
  1. MAIN DUTIES AND RESPONSIBILITIES
     
    1. Maintain manual and computerised requisitioning, ordering and payment systems for the Property Services Team. Key tasks include:
       
    • Processing requests and orders, liaising with relevant Property Services officers to resolve any problems or discrepancies.
    • Ensuring orders are processed within agreed time-limits
    • Manage invoice queries that are directed to you, interpreting the problem and using own judgement to resolve and/or where necessary  resolving any problems with relevant budget managers, and to keep within the creditors payment terms.
    • Ensuring all orders comply with Financial Regulation and Procurement Policy, and ensure they are accurately coded and costed.  Confirm with another team member before rejecting any requests that do not comply.
    • Manage processed orders to ensure prompt delivery and invoice receipt.
    • Ensure correct contracted suppliers are selected for the provision of works and services.
    • Handle and resolve any difficulties or problems relating to either individual orders or particular contractors.
       
    1. Monitor and maintain the Property Services Helpdesk to include:
       
  • Adding and allocating maintenance requests on behalf of colleagues.
  • Monitoring and updating Property Services helpdesk requests, responding directly and / or allocating works to colleagues and contractors.
  • Keeping helpdesk requests up to date with the latest status.
  • Closing requests and liaising with colleagues to ensure works are completed to their satisfaction.

 

    1. Provide contract-management support to include:
       
  • Requesting, checking and processing contractor information (including financial, insurance and Contract documents) checking details with Property Services, Supplies & Procurement and Finance Team colleagues.
     
  • Where appropriate, check that relevant contractor and supplier  health and safety guidance method statements and risk assessments are provided by the contractor and are passed on to users and Health & Safety Dept.
     
    1. Maintain manual and computerised filing and record systems as required by Property Services Team.
       
    2. Deal with telephone enquiries in a polite and courteous manner, passing any details and enquiries onto relevant colleagues and contractors as required.
       
    3. If required provide support to the Supplies and Procurement team undertaking similar tasks as outlined above including Ordering and Payments, Helpdesk Enquiries and Contract-Management Support.

 

GENERAL

 

    1. Ensure you maintain an awareness of Health and Safety Regulations in relation to duties and tasks being undertaken. Report any situations or incidents which could be considered hazardous.  All employees have a responsibility for their own safety and must not endanger that of colleagues/visitors in the workplace or the public.

 

    1. Ensure that, both in your dealings with other employees and with members of the public, you adhere to the principles and standards outlined in the Equality and Fairness Policy.  You are responsible for making your supervisor aware of literature, language or behaviour that offends against that policy and the dignity of personnel.
       
    2. Ensure that you perform all duties in accordance with the principles and requirements of Data Protection legislation.
       
    3. Carry out such other duties as may reasonably be required in relation to a post of this nature.
       
      4.         SUPERVISION AND WORK PLANNING
       
    1. You will be under the overall management of the Estates and Facilities Maintenance Officer who will provide day to day supervision and support. You will be expected to work under your own initiative in order to achieve performance and quality standards and meet customer requirements.
       
      5.         QUALIFICATIONS & EXPERIENCE
       
                  Essential:
  • Relevant experience (a minimum of eighteen months’) in a customer facing role. 
     
  • Able to communicate effectively and professionally with colleagues and customers.

 

  • Computer literate (including Microsoft Office suite)
     
  • Experienced in responding to requests, and recording actions and outcomes in differing formats, including one or more of the following: systems or spreadsheets for web-based requisition, service, or helpdesk.   
     
  • Able to work with accuracy, check details and spot anomalies.
     
  • Effective organisational skills (able to organise own day-to-day tasks).

 

 

Desirable:

  • Previous experience of Property or Facilities Maintenance,
     
  • Previous experience in the operation of a service / helpdesk.

 

 

  1. SCOPE FOR IMPACT
     
  • You will be providing the Service with key services to ensure the effective and compliant maintenance of our Property which is vital to the delivery of our services. You will also be ensuring correct pricing and payment via contracts, making sure orders are compliant with financial regulations, policies and procedures and that legislation is adhered to, to reduce the opportunity of fraud and legal challenge. 

 

  • It is important that all orders and invoices are carefully checked, not only to ensure that details are correct, but failure to check for and deal with problems in an efficient and effective manner could lead to a breakdown in essential contracts with potentially serious implications for the Service.

 

  • Working on the computerised systems requires a great deal of accuracy as any mistakes can be difficult to detect and even harder to rectify.  It is, therefore, important that you pay great attention to detail when entering information and when undertaking routine checks on the system.

 

7.         SPECIAL NOTES OR CONDITIONS (IF APPLICABLE)

 

  • In the interests of the efficiency of the Service, you may be required to work from any base within the Service area for which appropriate allowances will be made available. 

Documents and forms