FM Administration Assistant Customer Services EHA

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1 It is important to note that this job description is a guide to the work you will initially be required to undertake. It may be changed from time to time to meet changing circumstances. It does not form part of your contract of employment. Job Description for the post of: FM dministration ssistant Customer Services EH Fixed term until 29 th February 2016 Responsible to: ccountable to: Facilities Manager, Customer Services FM Customer Services Team Leader bout Facilities Management Facilities Management (FM) is a multi-award winning team which directly contributes to the continued success of a growing University business. We provide vital services such as cleaning, catering, security, heating, lighting, maintenance, grounds, post and portering, to support our students, staff and visitors during their time at Edge Hill University, the Times Higher Education University of the Year The FM Vision, Mission & Values explain our commitment to delivering success through customer care. We are accredited with Customer Service Excellence and all our staff are encouraged to develop and deliver an outstanding service to reflect and maintain this standard for the benefit of our customers. In addition we are focused upon the development of our people, offering a variety of opportunities for learning and progression. bout our Team The Customer Services Team within Facilities Management provides a highly professional, integrated service; delivering front-of house support to staff, students and visitors, acting as a channel of information from and to the wider FM Department. We operate the FM Helpdesk, Main Reception and University Switchboard service and manage all corporate Conferences & Events to coordinate a complete facilities service, responding to our customers needs in an efficient and timely manner. We also ensure that the FM department maintains a customer-focused approach by obtaining feedback and developing our services in response. bout this role The main focus of this role is to carry out office-based administration for the FM Helpdesk service, the main customer interface for the Facilities Management department. The role will involve processing facilities (primarily maintenance and repair) job requests received via telephone and online, by assessing and allocating the job according to its urgency and the service area responsible. You will provide telephone support to our customers, and maintain communications to ensure a consistent and professional FM Helpdesk service.

2 You will also maintain accurate databases and organise hire vehicle bookings both internally and in partnership with our suppliers. The role may also involve other administration tasks as required to support all areas of the Customer Services Team. ll members of the Customer Services Team are required to work flexibly between our customer contact points (FM Helpdesk, Main Reception, Switchboard and Conferences & Events) as necessary in line with business needs. You will also be required to work flexibly to support corporate events such as Welcome Sunday, Open Days, Graduations and pplicant Visit Days which may include some weekend or evening work. Specific Responsibilities: To actively promote and represent the Facilities Management (FM) department by delivering a positive customer experience to staff and students. To answer all incoming telephone calls to the FM Helpdesk in a professional and approachable manner, and provide helpful advice and information to customers regarding FM services. To actively monitor and administer the FM Helpdesk account, identifying and processing job requests, promoting the preferred use of our online services for future contact, providing advice and ensuring all enquiries are resolved efficiently. To efficiently process FM Helpdesk job requests received via telephone and online by ensuring full details of the nature of the request are obtained, accurately entered on to the system and assigned according to the nature and priority in line with the department s Service Level greement. To proactively coordinate FM Helpdesk job information and updates by liaising with other service areas and maintaining excellent communication with the customer, as well as maintaining the FM Helpdesk software with job updates, completions and information as requested. To monitor overall FM Helpdesk system performance and liaise with IT Services to resolve any issues, ensuring a smooth consistent service to customers and internal service areas. To update and maintain the University Vehicle User Database, and allocate and confirm internal University Vehicles bookings on receipt of a customer request. To liaise with our external hire vehicle suppliers to source and book additional or specialist vehicles, e.g. minibuses, confirming booking details to the customer and internal teams as appropriate. To build internal relationships to develop a sound understanding of wider departmental services to enable the provision of accurate and helpful information to colleagues and customers.

3 To identify and suggest ways to improve FM services and participate in implementing these improvements with the guidance of your line manager, contributing to internal working groups to develop and enhance FM services and departmental reputation as appropriate. To work as part of the team by identifying and/or responding to opportunities to support all FM customer contact points, i.e. Main Reception, FM Helpdesk, Switchboard and Conference & Events in line with business needs and customer service standards. To undertake any other duties as required by your line manager. In addition to the above all Edge Hill University staff are required to: a) dhere to all Edge Hill s policies and procedures, including Equality and Diversity and Health and Safety b) Respect confidentiality: all confidential information should be kept in confidence and not released to unauthorised persons c) Undertake appropriate training and development as required d) Participate in Edge Hill s Performance Review and Development Scheme e) dhere to Edge Hill University s environmental policy and guidelines and undertake tasks in a sustainable manner f) Demonstrate excellent Customer Care in dealing with all customers Salary: Grade 2, Points ,131-18,031 per annum Hours : 36¼ hours per week Candidates should note that shortlisting will be based on information provided on the application form with regard to the applicant s ability to meet the criteria outlined in the Person Specification attached.

4 PERSON SPECIFICTION FM dministration ssistant Customer Services EH Fixed term until 29 th February 2016 CRITERI: pplicants should provide evidence of their ability to meet the following criteria Essential Desirable Qualifications Good standard of education (minimum GCSE Grade C or above in Mathematics and English or equivalent) Recognised professional Customer Service qualification or training Level 2 or Level 3 NVQ Certificate in Customer Service or Business dministration Experience and Knowledge Experience of successfully coordinating competing customer requests in a busy helpdesk environment Experience of using helpdesk scheduling software Knowledge and experience of using Microsoft Office applications including Excel, Word, ccess and Outlook to an intermediate level Experience of accurately and efficiently completing administration tasks including typing, inputting, collating and presenting data. Experience of liaising with internal colleagues to develop and maintain services in response to customer needs n understanding of the importance of confidentiality when handling requests for information and an understanding of the principles of the Data Protection ct. Customer Care Proven experience and examples of providing high standards of customer care in a customer service role Experience in applying the Customer Service Excellence framework and/or a general understanding and willingness to embrace the principle and standards set Method of assessment (I//T/P) / T / T

5 bilities/skills bility to develop and maintain effective and professional working relationships to ensure information is made available n all-round excellent communicator with good listening and questioning skills to elicit key information from colleagues and customers strong customer focus and determination to satisfactorily resolve customer enquiries bility and willingness to work both independently and as part of a team and have a flexible approach to work and assist others bility to work well under pressure and deal with difficult requests in a calm and professional manner Proactive and solution-focused with the ability to recognise and initiate service improvements professional attitude and persona Efficient and accurate in completing administration / T tasks to time and to a high standard Method of ssessment (I- Interview, - pplication, T-Test, P-Presentation) Please note that all applications will be assessed against the Person Specification using this criteria. / I

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