Care UK


Facilities Helpdesk Administrator

  • Job Reference
  • SYS-9286
  • Location
  • Colchester
  • Job Copy
  • JOB TITLE:              Facilities Helpdesk Administrator FTC 6 months

    Care UK Values

    Every one of us makes a difference

    Customers are at the heart of everything we do

    Together we make things better

    Job Summary

    Care UK is a leading, innovative provider of health and social care services in the UK. The group has delivered strong organic and acquisitive growth over recent years with revenue in excess of £500m.

    The responsibility of the FM Helpdesk Administrator is to deliver excellent non-technical helpdesk support to our customers across circa 120 homes and a handful of corporate buildings..  This position requires frequent contact with Homes and Home Managers, contractors and other key stakeholders within the organisation.  Act as a point of contact for all FM related issues for the organization, to improve first call resolution, manage expectations and build strong relationships with the operation.

    Key Responsibilities (In summary and not exhaustive)

    Helpdesk Management; receive and manage incoming enquiries from the Homes, Divisional Operations Team, Facilities Management Team and external Contractors/Suppliers, ensuring a high level of communication is maintained.

    By use of the Maintenance Software System (Emergense), raise/log call outs & quotation requests for purchasing requirements & reactive maintenance requests

    Follow expenditure approval process within RCS Management and Finance Teams

    Proactively chase down suppliers to help support the homes and ensure key service level targets are met.

    To support line manager in providing analysis on call volume, workload, average job processing time and overall average completion time.

    Build good working relationships with all stakeholders, key suppliers and contractors.

    Contribute towards update FM Web Page providing ready access to FM Information, policies, processes bulletins and FM Communications etc.

    Skills and Experience

    Excellent communication skills, call handling and customer service/care experience are a prerequisite as the role requires maintaining positive and effective relationships with our homes, contractors and stakeholders.  Essential experience includes:

    Working effectively and efficiently in a fast changing environment

    Track record in delivering a proactive and customer focused service

    Ability to work on own initiative, identifying when issues need to be escalated to line manager.

    Supporting other Managers and colleagues

    Knowledge of Helpdesk support

    Ability to plan workload and prioritise differing objectives

    Effective Communicator both verbal and written

    Ability to report effectively on progress and communicate to stakeholders at differing levels

    Ability to think quickly and action immediate to make positive changes

    Knowledge of buildings and building systems would be an advantage

    IT literate

    Educated to GCSE level (or equivalent) including English and Maths

    Knowledge of Healthcare/Property advantageous but not essential.

    Additional Information

    For further information please contact 07442 505768

Care UK is committed to ensuring that it employs people with the right mix of talent, skills and potential and will assess every applicant fairly regardless of race, gender, religion, sexual orientation, responsibilities for dependents, age, physical/mental disability or offending background. Having a criminal record will not necessarily prevent you from working with us, it will depend on the nature of the role and background of any offence.