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Retail Helpdesk Administrator

  • Location


  • Sector:

    Facility / Cleaning

  • Job type:


  • Salary:

    Not Specified

  • Job ref:


  • Published:

    about 1 month ago

  • Expiry date:


  • Client:


Job Description

Provide support to the Facilities Manager in the management and delivery of contractual obligations and client expectations for the identified Contract(s)Log jobs from retail stores on the CAFM systemSee jobs through to completionProvide quotes as necessaryu00b7u00a0u00a0u00a0u00a0u00a0u00a0 Working accurately, under pressure, to tight deadlinesu00b7u00a0u00a0u00a0u00a0u00a0u00a0 Assist your colleagues in maintaining departmental housekeepingu00b7u00a0u00a0u00a0u00a0u00a0u00a0 Participate in team meetingsu00b7u00a0u00a0u00a0u00a0u00a0u00a0 Assist colleagues when required in other operational and administrative roles and dutiesu00b7u00a0u00a0u00a0u00a0u00a0u00a0 To ensure provision of excellent customer service at all times to all of our clients, in answering the phone, dealing with e-mails or in face-to-face communications.u00b7u00a0u00a0u00a0u00a0u00a0u00a0 To complete any administration required to comply with process and proceduresEnsuring contract specific KPIu2019s are met / exceeded consistently and that client / customer communications are comprehensive and timelyDrive Operational excellence across the function and meet / exceed expectations on KPI / SLA performance in attendance / completion and first time fixManage, monitor and report on the performance of the supply chainProvide a key interface for the client and create excellent working relationships with all key stakeholders and building usersEnsure controls are in place to monitor the management and delivery of the services provided by Mitie and their subcontractors within your service linesSupport the Account Manager in identifying all contract requirements detailed within the contract documentationu00a0Provide guidance to the site teams in delivering the SLAu2019s in a timely manner and in accordance to the agreements with ELCEnsure effective programming of planned preventative maintenance (operational tasks)Be able to provide crediable expert FM adviceEnsuring interface with ELC on Health & Safety issues (in partnership with the Account Manager and Head of QHSE), policies and proceduresTo liaise and work closely with the support functions and specialists in co-ordinating and assisting in their input into the ContractCommunicating Mitie policy and procedures to site teams to ensure implementation and adherence to themTo understand and complete all work related documentation accurately and on timeTo understand and comply with policies and proceduresTo carry out work in a safe and diligent mannerTo comply with all Health and Safety policies and proceduresTo attend and fully participate in training and appraisal activities as requiredTo undertake additional duties in line with capabilities as requiredWeekly and monthly reporting/ update on your service linesTo play an active role in the Mitie operations team in developing and supporting improvement in line with the companyu2019s values and standardsLiaise on a daily basis with the various service line supervison staff to monitor and manage the quality of their servicesu00b7u00a0u00a0u00a0u00a0u00a0u00a0 Ensuring all SOPs are updated and remain currentLead a strong charter of contiuous improvement and a positive challenge cultureFully support Mitieu2019s core vision and values

Candidate Description

u00b7u00a0u00a0u00a0u00a0u00a0u00a0 High level of motivationu00b7u00a0u00a0u00a0u00a0u00a0u00a0 Excellent communication skillsu00b7u00a0u00a0u00a0u00a0u00a0u00a0 Competent level of MS Office, in particular MS Excel and Powerpointu00b7u00a0u00a0u00a0u00a0u00a0u00a0 Excellent organisational and planning skillsu00b7u00a0u00a0u00a0u00a0u00a0u00a0 High standards and attention to detailu00b7u00a0u00a0u00a0u00a0u00a0u00a0 Customer Care/Relationship building skills u2013 in particular to be a self starter willing to take the initiative when necessary and excellent at working with peopleu00b7u00a0u00a0u00a0u00a0u00a0u00a0 Flexibility and willingness to adapt to business and customer requirementsu00b7u00a0u00a0u00a0u00a0u00a0u00a0 Ability to promote and drive quality initiativesu00b7u00a0u00a0u00a0u00a0u00a0u00a0 Acts at all times with a high level of honesty, integrity, loyalty and respect.Relevant experience post qualification at management levelStrong and effective communication skillsAnalytical thinker with demonstrated problem solving skillsA good general education with a relevant qualification aligned to Facilities Management, and a demonstrable record of continuous personal development within the industryProven experience of Facilities Management to include experience of strong client orientated contracts and excellent all round knowledge in a prestigous environment, with demonstrable success in a similar service environment and capable of delivering contractual compliance in line with contract requirementsProven experience of establishing stakeholder relationships and achieving sustained operational success. A detailed operational understanding of utilities and lifecycle managementAbility to quickly build credible relationships with a management team and clients, and challenge when necessary. Sound management and interpersonal skillsCommunication, influencing and negotiating skillsThe ability to work on own initiative and to drive improvement and change as necessaryPerformance driven with proven commercial/financial awareness. Problem solving and decision making. Coaching and people managementPC literate with Excel and Word skills, Health and Safety responsibilitiesFollow Group and company policies and procedures at all times;Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;Use all work equipment and personal PPE properly and in accordance with training received;Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;Information SecurityEnsure compliance with Mitie's information security procedures in all activities;Proactively identify and report security risks to your manager;Report actual and suspected security incidents;u00a0NoteThis job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holderu2019s role and/or the needs of the business.

Employer Description

Mitie was founded in 1987, Mitie is the UKu2019s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, thereu2019s no limit to what you can achieve if you work for us.