Job Description

In this role, you will play an instrumental part in supporting our Estates enabling plan through the development of an effective and efficient estates Helpdesk service. Our estates users are our customers so its integral we promote a proactive, customer centric approach, with a

focus on continuous improvement and service development. You will provide a professional and comprehensive administration support service, working as part of the estates team.



You will handle incoming calls into the estate's helpdesk, recording and delegating the workstream based on priority. You will effectively communicate with all stakeholders and service users, from YAS facilities officers, managers, supervisors and engineers to external contractors on site.



You will be responsible for raising purchase orders for authorisation

against the correct cost codes and the pursuance of outstanding orders and invoices with both internal and external stakeholders.



Positively influence our department financial budget performance by ensuring an adequate internal workstream for our caretakers, based on skillset.

Provide a first-rate Help desk provision that is customer centred in dealing with estates related issues. Effectively triage incoming calls and emails in a timely manner, ensuring allocation of jobs to the appropriate service provider and following each job through the system to resolution. Completing the back-office requirements for the Estates Contractor Network ensuring positive relationships are maintained through effective communication. Provide ownership for complaints/staff concerns coming into the Estates helpdesk, following through to resolution whilst providing the senior team and facilities management with common themes. Provide detailed reporting for senior management showing performance against Estates key performance indicators. Use initiative when dealing with enquiries, redirecting and liaising with others as appropriate. Provide administration support for senior meetings. Organise and maintain effective administrative procedures. To ensure confidentiality of all appropriate matters in accordance with Caldicott and other relevant guidance and legislation, with Trust policies and procedures.

Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.



We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.



We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.



Our ambition is to be an employer of choice, and we are continuously working across our partnership to improve our collective offer to staff in areas like health and wellbeing, benefits and flexible working incl. hybrid working.

Benefits:

Flexible working including part-time hours, job shares and flexible hours, agile working (role dependant) 27 days annual leave, increasing to 33 with service. Contributory Pension. NHS Discounts including shops, restaurants, gyms etc. Car lease and other salary sacrifice schemes (salary dependent) Dedicated employee assistance and counselling service. Opportunities for research participation, career progression and ongoing development. Well respected, committed and supported staff networks for our workforce.

Check out our YAS One Team Simulation! https://www.nwyhelearning.nhs.uk/elearning/yorksandhumber/yas/yasoneteam/index.html



Communication and Relationship Responsibilities

To work within the Estates, Help Desk function, answering internal and external telephone calls in a timely manner, triaging the calls, logging and allocating jobs and managing reported issues through to completion. To act as a focal point for the Trust for estates related reactive and planned work, providing job updates, timescales and escalating issues where appropriate. To liaise with contractors, sub-contractors, engineers, estates personnel, and all other internal and external stakeholders. To build strong relationships with all internal and external stakeholders. Postholders must be committed to embracing our Trust values and behaviours as detailed in the YAS behavioural framework. To undertake all administration duties as required. Engage in activities to develop team working and communicate effectively by working in partnership with others. To understand and promote the principles of equality, opportunity and diversity. To work to achieve and contribute to the specific work objectives and developmental plans agreed in your annual appraisal.

Analytical and Judgemental Responsibilities

The ability to analyse and interpret complex information across both the planned and reactive elements of contractor performance. For example, engineer attendance within service level agreements, first time fix rates, as well the internal performance of the Help Desk team, for example, call answer times and correct triage and allocation of the workstream. To produce detailed reporting on all areas of estates performance to the Estates Team Leader. To monitor all activity into the Estates Helpdesk and maintain an accurate job management system.

Planning and Organisational Responsibilities

To effectively manage the Estates Helpdesk workstream to provide a trust leading facilities management service. To ensure appropriate allocation of works to both internal operatives and external contractors. To ensure full utilisation of the administrative team and Estates caretakers. To manage any internal job and asset management system.

Policy and Service Development Responsibilities

Take an active role in developing and implementing department policies and standard operating procedures.

Financial, Physical and Information Resource Responsibilities

Positively influence department budgets through the effective triage of the Estates helpdesk workstream. Raising of purchase orders, allocating cost to the correct cost code, reviewing financial reports for accuracy and querying errors with suppliers. Provide detailed financial reporting on contractor expenditure and productivity. Identifying financial risks and expenditure limits and raising awareness to stakeholders. Collation of purchase order data and records relating to the team. The ordering of goods and stock from suppliers on a regular basis.

Research and Audit Responsibilities

Participate in the team's quality assurance programme to measure the compliance and effectiveness of the Estates helpdesk. Maintenance of electronic records which will meet audit assessment requirements by both internal and external. To collate the delivery, quality and performance information relating to soft and hard FM services across YAS. Participate in the identification and investigation of any poor-quality issues, identifying contributing factors, and assisting in agreed remedial actions to resolve.

Leadership, Management, Training and Supervision Responsibilities

Build strong relationships with internal and external stakeholders using a diplomatic approach and persuasion skills to deliver best outcomes for the Trust. Act as liaison between external contractors and the Trust, challenging any financial errors and chasing invoices. To manage the administration assistant staff, including absence management, ER issues, completing regular 121s and an annual appraisal. Promote an open, fair and collaborative team culture using effective team communication, participating in regular 121s and annual performance appraisals. Engage in any training, developmental activities to improve your skill set towards achieving specific team objectives. Schedule daily work requirements for internal Estates caretakers as required to ensure 100% utilisation. Support in the training of new Help Desk staff on all processes and electronic systems.

Corporate Responsibilities

It is the responsibility of each member of staff to ensure that they maintain the confidentiality and security of all information in accordance with the requirements of the General Data Protection Regulation (GDPR), Data Protection Act 2018, the common law duty of confidentiality and, for the protection of patient confidentiality, the principles of

Caldicott.

Managers should also ensure that their staff are aware of their obligations under legislation such as the Freedom of Information Act 2000; Computer Misuse Act 1990, and that staff are updated with any changes or additions relevant to legislation. Staff must be aware of and adhere to the provisions of the Health and Safety at Work Act and to ensure their own safety and the safety of colleagues and patients. Mandatory training requirements that are relevant to the post must be decided during Personal Development Review and a training plan developed. Staff should be aware of their individual responsibilities under the Equal Opportunities Policy and ensure that they adhere to the provisions of the policy. Individuals are also required to comply with the policies, procedures, and protocols in place within the Trust. This job description is not meant to be exhaustive. It describes the main duties and responsibilities of the post. It may be subject to change in the light of developing organisational and service needs and wherever possible change will follow consultation with the post-holder.

Safeguarding Children

To recognise and report to the appropriate authorities any concerns regarding Child Protection issues to include possible child abuse. Under section 11 of the Children Act 2004 all NHS staff must ensure that their functions are discharged with regard to the need to safeguard and promote the welfare of children (Working Together to Safeguard Children 2015). http://www.workingtogetheronline.co.uk/index.html

Safeguarding Adults

To recognise and report to the appropriate authorities any concerns regarding Vulnerable Adult issues to include social care and mental health. * All staff must comply with mandatory training requirements and ensure that adult safeguarding is embedded as an essential part of their daily practice.