Business Support Assistant - HelpDesk - Lakeside Shopping Centre

Savills plc; South Ockendon; On-site; GBP 26,000 - 32,000; Full time

Job summary

Savills plc in the United Kingdom is seeking a HelpDesk operative to support reactive and planned maintenance and Health & Safety compliance at the Centre. You will log information on CAFM systems, monitor audits, and liaise with Fire, H&S and Technical teams to ensure timely completion of tasks.

The role requires excellent customer service, strong communication, and the ability to work in a busy office environment. Salary £29,406 with a 40-hour rota including weekends.

Qualifications

• Excellent customer service skills with experience handling internal and external clients.
• Polite, professional, articulate, outgoing and a confident written and verbal communicator.
• Strong interpersonal skills and ability to work well in a team.
• Ability to prioritise workload and meet daily demands, whether solo or in a team.
• Proficient in Microsoft Office and CAFM systems (Concept, C-tracker).
• Adaptable and flexible in a busy multi-skilled office environment.
• Excellent attention to detail and presentation.
• Understand confidentiality when handling information.
• IOSH qualification, or commitment to achieve within 3 months.

Responsibilities

• Develop close relationships with internal customers and service providers to understand business needs.
• Present outputs of Fire, H&S and Technical Services to a high standard and timely.
• Work with teams to ensure a smooth, seamless service.
• Provide input, monitoring and reporting to CAFM systems and contractor trackers.
• Data input and monitoring of CAFM tasks, resource allocation and close-out for contractors and internal resources.
• Ensure handovers to tenants/contractors are recorded and utility COTs completed accurately.
• Monitor CAFM SLA performance and follow up actions, noting delays.
• Assign and manage tasks to subcontractors and close out with required certificates and reports.
• Support Health, Safety & Fire activities and incident investigations.

Skills

Customer service

Communication

Interpersonal skills

Workload prioritisation

Office software

Adaptability

Attention to detail

Confidentiality

Education

IOSH qualification

Tools

CAFM Concept

CAFM C-tracker

Microsoft Office

Excel

Word

Job description

Purpose of the Role

Reporting to the BSC - Compliance, the HelpDesk operative will be responsible for supporting the delivery of reactive and planned maintenance as well as Technical, Fire, Health & Safety compliance of the Centre. Working closely with the Fire, H&S Team & Technical Team, the HelpDesk operative will manage the logging of information and tasks on concept to ensure statutory compliance and effective completion of tasks. They will also be responsible for tracking the completion of audit tasks across the business and for the tracking of health & safety documentation such as risk assessments. The role will include H&S workplace audits, accident investigation and contractor monitoring.

Providing exceptional Customer Service to our customers at all times.

Key Responsibilities

This role will involve a variety of tasks including:

• Developing close working relationships with internal customers and service providers to fully understand all aspects of the business.
• Present all outputs of the Fire, H&S & Technical Services Teams accurately, to a high standard and in a timely fashion.
• Work closely with all teams to ensure a smooth and seamless service.
• Provide outstanding Customer Service in all aspects of the role Main Duties: All aspects of our H&S & Technical system support processes including:
  • Provide input, monitoring and reporting to the technical business systems: Concept (CAFM), Contractor Tracker, info exchange and Datastation etc.
  • Data input and monitoring of the centre’s CAFM system regarding all planned and reactive tasks, resource allocation and close-down of tasks for both subcontractors and internal resources of Internal PPM Assignment, Call Logging, Reactive Assignment, Level of Completion, Events, document upload and task closure.
  • Ensure key handover and receipt to /from tenants and contractors are managed & recorded in line with Centre requirements, and that utility COT’s are completed accurately and in a timely fashion.
  • Proactively monitor the centre’s CAFM system to achieve the centre’s agreed Service Level Agreements of Compliance Monitoring, SLA Monitoring, Follow-up on actions, confirm subcontractor attendance, Adding notes on the system reference communication relating to delays that will cause SLA failure.
  • Assign and manage tasks to centre’s sub-contractors in line with agreed SLAs and close out with all statutory certificates and reports as required o Subcontractor Management & Assignment; print job cards for contractors to complete and close down subcontractor jobs on system.
  • Full support to BSA/BSC, compliance in any additional tasks or actions o Upload of documents to Jobs, Statutory uploads of Retailer Compliance, Management of Compliance Logbooks, performance reporting and upwards escalation.
  • Ensure the centre’s work permit authorisation is followed with contractors’ access and permits in place for all on‑site activity in line with centre procedures.
  • Support the centre’s Health and Safety and Fire personnel with correspondence, reporting and data input.
  • Assist the Health, Safety & Fire Manager with accident investigation.
  • Any other duties that may reasonably be required from time to time to support the Centre & wider team.

Skills, Knowledge and Experience

Essential

• Excellent Customer Service skills, with previous experience of dealing with internal and external clients.
• Polite, professional, articulate, outgoing and a confident communicator (both written and verbal)
• A high level of interpersonal skills and a willingness to work as part of a team.
• Ability to prioritise workload and meet the daily demands of the team either working alone or as part of a team
• Computer literate in Microsoft Office applications, skills in Excel, Word as well as CAFM systems e.g. concept, C-tracker
• Adaptable and flexible whilst working in a busy multi skilled office environment.
• Excellent attention to detail and presentation
• Understanding the need for confidentiality when dealing with both internal and external information
• IOSH qualification, or agreement to achieve within 3 months.

Desirable

• Deadline driven helpdesk environment and or previous experience of working in a Technical Administration environment.

Working Hours - 40hrs - rota basis of earlies, mid, lates and weekends

Salary - £29,406

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Please see our Benefits Booklet for more information.