Facilities Supervisor – CEF Helpdesk & Curve Reception

Job overview

GMMH Facilities are looking to appoint a CEF helpdesk Facilities supervisor for our Facilities Department to further enhance our services teams (Help Desk and Curve Reception) who are moving towards a new and exciting future, utilising technological advancements and rethinking processes to deliver strong service goals to our patients and customers. Our CEF Helpdesk is leading the way in the creation of our integrated Facilities Hub. The CEF Helpdesk will be the first contact relating to CEF requests, be solution oriented, and provide exemplary customer service. This will allow our frontline operational experts to focus on operational delivery. The work will be varied, interesting and challenging, requiring creativity and responsiveness. This role will work with the, helpdesk team, Switchboard, and wider facilities teams to support the operational management of the teams and achieve their goals. The Facilities supervisor will effectively develop and manage their Team’s workload through effective digital planning and workforce deployment systems. The post holder will ensure that all training, development, and policy requirements are kept up to date at all times

Main duties of the job

The Facilities Supervisor will be the primary point of contact and escalation for front line facilities teams and be an initial decision maker in incident response and operational matters. The post holder will be a key management point of contact for the department and provide excellent customer service with a focus on meeting set tactical and strategic goals. Undertaking a rota, the Facilities supervisor will be the primary point of contact and escalation for front line facilities teams and be an initial decision maker in incident response and operational matters.

Detailed job description and main responsibilities

GMMH Facilities are looking to recruit a Facilities Supervisor to further enhance our Facilities Departments and Services Teams who are moving towards a new and exciting future, utilising technological advancements and rethinking processes to deliver an excellent customer experience.

The work will be varied, interesting and challenging, requiring creativity and responsiveness. The post holder will form part of a multifaceted and multifunctioning team responsible for providing an excellent customer service to all of the Trusts stakeholders.

The post holder will line manage the CEF Helpdesk team, a responsive and efficient Trust wide Facilities helpdesk function. This includes ensuring appropriate levels of cover for annual leave and sickness, leading on recruitment of new team members, carrying out required 1-to-1's and appraisals, arranging NHSP agency staff, and onboarding & training new team members. They will act as first escalation point for any queries and make appropriate decisions.

Alongside managing the team, the Facilities Supervisor will take an active role in supporting and delivering the day-to-day operations of the department and services provided. The post holder will be responsible for receiving, understanding, directing, and processing large amounts of varied queries using Facilities systems to deliver a clear and efficient services for all customers. This role includes liaising with all levels of staff within the Trust, service users, carers, visitors, other public organisations, and the general public.

The post holder will contribute, share knowledge and good practice, and play an active role in making sure the service is providing excellent customer service and support, and concise and helpful advice to all customers. They will promote by example and help to maintain service levels and standards within the department, especially in customer service and speed & quality of answer.

Facilities Supervisors are required to use their own initiative when dealing with situations outside the parameters of procedures and use initiative and sensitivity when dealing with unpredictable situations including enquiries from anxious service users, visitors, users with language and/or disability barriers, and always ensuring an appropriate and compassionate response.

The Facilities Supervisor will be responsible for reviewing and rethinking existing process to make sure they are effective and efficient, and mapping, planning, and introducing new processes to the service.

Please see Job Description for full list of Duties and Responsibilities.