Service Desk and Compliance Manager

The post holder will effectively manage the Service Desk and progress the service requests for Royal Berkshire Foundation Trust (RBFT) Facilities Management (FM) team. The post holder will monitor the service provider performance through KPIs and SLAs. The post holder will be working to procedures, processes and standards set by themselves and agreed by the Trust to ensure the consistent delivery of the services.

The post holder will support the Head of Estates and Compliance by collating information and producing compliance reports on service providers’ performance and estates’ assets condition.

The ideal candidate will have a background in either a Team Lead or Managerial role within a service desk capacity, with good sound knowledge on the building services infrastructure. The post holder will need to establish strong formal and informal links with all parties as communications are a key part of this service.

The post holder will lead and line manage a small team to ensure that the Trust’s Service Desk service processes service requests quickly and efficiently. The successful candidate will be able to adapt to fluctuating workloads and service demands, manage the categorisation of service requests by service provider type and priority and support the team to assign requests in the appropriate way on the client CAFM (Micad).

The post holder will assist in the collection, collation, analysis and presentation of compliance data and support the coordination and management of routine maintenance setting and adherence.

Experience of working in a healthcare environment is desirable to help the successful applicant drive a programme of continuous improvement in the way in which services are delivered; providing a patient environment that is safe and of the highest standard.

The Trust is looking to revitalise its facilities services, so this is a fantastic opportunity for the post holder to conceptualise, build and embed a robust framework for Service Desk management.
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We are one of the largest general hospital foundation Trusts in the country, serving a population of more than 500,000 people, and the main provider of acute and specialist care services for West Berkshire.

We are also the region's specialist centre for cancer, eye and renal care, serving over one million people across Berkshire and south Oxfordshire.

Our main site is the Royal Berkshire Hospital in Reading. The Trust also provides services at West Berkshire Community Hospital near Newbury, the Prince Charles Eye Unit and Renal Unit in Windsor, outpatient services at Townlands Hospital in Henley and cancer and renal services Royal Berkshire Bracknell Clinic.

The Trust’s aim is to deliver high quality care by putting patient care first. The Estates team support this by providing an excellent estates maintenance and service operation.

The successful applicant will be able to:

• Oversee the work of the Service Desk,providing cover where applicable.
• Promote and exemplify the highest standards of customer care and monitor the quality of service provided to customers and clients by conducting daily monitoring / audits of the Service Desk, monitoring KPIs.
• Ensuring there are systems in place for customers to notify of new issues and any quality failings.
• Manage complaints and service-related escalations arising from reactive and planned works, maintain and monitor a log of these, and report at weekly estates/project meetings
• Ensure all necessary training requirements for the Service Desk Operatives are captured and delivered in a timely manner. The post holder may be required to deliver some of this training themselves.
• Arrange (or support the arrangement of) access and liaise with customers, and service providers via the telephone, radio, email and in person.
• Manage the Service Desk rota to ensure cover from 8am to 5pm Mon-Fri, plus essential out of hours support, such as monthly generator test.
• Support the comprehensive provision of safe and effective Estates services to statutory and legal requirements, NHS guidance, technical and safety standards, across the whole Trust as appropriate.
• Ensure data collection and analysis, assist in the creation and delivery of reports for monthly performance reporting on energy, facilities performance, contractor KPI performance, ERIC and ultimately safe compliance.
• Highlight any remedial activity required from any inspection visits.
• Gather and analyse data to support the creation of reports.
• Attend meetings with a range of Trust stakeholders such as non-specialist senior managers, clinicians, & capital project managers to agree interruptions to service(s). Create the necessary minutes and actions from all operational Governance meetings.
• Attend meetings with external bodies in relation to compliance issues statutory equipment and plant suppliers, NHSI/E, HSE and contractors. Create the necessary minutes of these meetings.
• Support in conducting, arranging and or managing periodic audits of estate’s maintenance work to ensure compliance (both contractual and statutory) and that work is completed to a high quality across all Trust sites. Support in ensuring that there are systems in place for customers to notify of new issues and any quality failings.
• Support the Trust’s business continuity planningto ensure that unnecessary and unplanned downtime is mitigated.
• Assist in the planning and organisation of complex activities, such as Generator Tests. Out of hours is required to support the Generator test/ other estates activities. This is normally 1 day a month.
• Communicate with a range of Trust stakeholders such as non-specialist senior managers, clinicians, & capital project managers to agree interruptions to service(s).
• Support the management of the relationship between the estate and multiple suppliers. Ensure a good working relationship with customers, contractors and colleagues.
• Other duties as required, to support Trust objectives.