Contract: Permanent
Type: Full Time
Hours: 40 
Salary: £27,000
Location: Alder Hey Children's Hospital - Liverpool

JOB OVERVIEW

To manage the allocation of service requests for reactive and planned maintenance works to in house engineering team and sub-contractors, ensuring work is completed in compliance and SLA requirements and all relevant information is captured and processed accordingly.

Main Duties

• Demonstrate a clear understanding of the operational objectives and SLA requirements of Mitie (as appropriate to the role).
• To allocate service requests for reactive and planned maintenance works accurately and in a timely manner.
• Jeopardy Management of all jobs.
• To liaise with the Engineering team to allocate the in-house reactive and PPMs jobs.
• Ensure PPM /Obligations are highlighted to the appropriate person within engineering team to ensure compliance with Schedule 10/14 obligations
• Ensure timely input and output of all associated helpdesk data and live monitoring of performance against SLA's.
• Good planning and organisational skills and can maintain confidentiality across the site while respecting the needs of all stakeholders.
• Keep Health and Safety and environmental site information boards up to date
• To make decisions regarding service delivery and the priority of work.  Where conflicting priorities arise, assess the task and direct staff appropriately within guidelines and protocols.
• To liaise with contractors/ supervisors and managers to ensure planned work is completed in compliance with SLA requirements.
• Review service reports and inform the appropriate engineering area of issues or concerns and follow on requirements to be reviewed.
• Input any follow-on works identified by the Engineering Team into the Concept system
• Ensure that all maintenance records are maintained and available for inspection. 
• Fully maintain and update records and files for all Reactive, Statutory and Planned Maintenance works including sub-contractor and insurance reports. To bring any shortfalls to the attention of the Business support compliance manager.
• Liaise with the relevant managers for the preparation of month end reporting. Produce the necessary reports to substantiate the monthly performance statistics.
• Assist with audit preparation when required.
• Ensure that all relevant documentation is provided by contractors including RAMS etc
• Ensure Contractor insurance documentation and training records are up to date
• Provide excellent customer service (internal and external), escalating service issues to the relevant manager where appropriate.
• Demonstrate a clear understanding of the operational objectives and SLA requirements of Mitie (as appropriate to the role).
• Support the Helpdesk when required.
• Raising of purchase orders
• Booking in visitors and contractors on sky visitor system
• Ordering of stationary
• Support manager with administration support  

WHAT WE ARE LOOKING FOR

• Good understanding of KPI deadlines
• Able to work in a demanding and busy environment
• Organised and efficient
• Helpdesk and PPM background
• Excellent customer service skills.
• High standard of customer awareness.
• Keyboard skills.
• Confident telephone manner.
• Able to assess and prioritise work.
• Good listening skills.
• Literate.