Facilities Services Assistant

This role is based at our Head Office in Felixstowe. It will provide the first point of contact for our internal customers for any queries or concerns relating to the work environment. The role involves triaging and logging work orders for all sites nationally, liaising with and assigning contractors and/or internal Maintenance to reactive callouts, in addition to communication with end-users/customers (colleagues on site) regarding issues that arise throughout sites and properties, both hard and soft services related, on a reactive basis. You will also support the National Facilities Manager, FM Supervisors and Maintenance Technicians in arranging and scheduling PPMs, SIs and managing compliance.

The successful candidate will also be required to provide support to the wider Property department in any supportive administrative duties, as required. The department comprises of Facilities Management (responsible for maintenance and upkeep of building structures and property assets), Projects (new developments and refurbishments), Infrastructure (rail and heavy duty pavement assets) and Risk & Compliance (inclusive of H&S).

Note: Soft FM - Cleaning and security is currently site-specific and managed locally, with FM support, but there may be the potential to acquire elements of Soft FM, to better support the needs of the business.

• Ensure maintenance works are scheduled, checks are in place and works are logged correctly and updated on a continuous basis.
• Arrange reactive and planned maintenance. Assign and contact relevant resource (in-house/contractor) to attend and update reporter in a timely manner.
• Liaising with contractors to log, progress and attain updates on reactive work orders and PPMs.
• Respond to queries, amend data and re-issue tasks/work orders as and when required.
• Raising purchase orders and keeping on top of payment of invoices in our Docuware system to ensure timely payment to our contractors/supplier.
• Providing cover and support of Reception, answering calls, arranging couriers and sorting post, arranging hotel bookings for employees, as and when necessary.
• Utilise the new CAFM system to log and triage work orders to internal technicians and external third party contractors.
• Provide support to colleagues to log work orders and check progress of work orders in the new CAFM system.
• Liaising with, and supporting customers/end-users (colleagues on site) via phone, email and the CAFM system, regarding building and/or project issues/queries.
• Liaising with in-house Maintenance Technician, Facilities Supervisors and other members of the team to support in issue resolution.
• Ensuring all compliance documentation is received, recorded and filed correctly.
• Monitor CAFM data to ensure work orders have been accurately created, assigned, prioritised and categorised in-line with appropriate SLA.
• Develop/run and issue reports on work orders, compliance, audit actions, etc. where necessary either via Excel or the CAFM system.
• Support with new vendor set-up procedure, attaining/filing and keeping track of relevant legal documents, maintaining the approved contractor tracker.
• Data entry to update, improve and feed the CAFM system, as well as documents within Excel and similar applications.
• Undertake any training as required and to provide advice and support to the wider team and business.
• Any additional tasks and/or ad hoc duties, as required, to suit the needs of the department and business.

• IOSH Working Safely an advantage, or willingness to complete the latter.
• IWFM level 2 or 3 an advantage, or willingness to undertake this course.
• Good level of education including GCSEs, or equivalent.
• Highly motivated self-starter, with a diligent, can-do, hands-on attitude and the ability to hit the ground running.
• Friendly, yet professional and helpful nature with exceptional customer service and the ability to work well in a team, as well as independently, as required.
• Well organised, with experience in a role administrative/customer service role. FM experience preferred (i.e. in admin, helpdesk, etc.), but not essential.
• Experience using and maintaining CAFM systems (Expansive preferred), CMMS, or similar would be advantageous, but not essential, as training will be provided.
• Knowledge and/or awareness of statutory compliance relating to the built environment, ideal but not essential, but must have willingness to learn.
• Knowledge/awareness of Health & Safety in the workplace, or an interest and willingness to learn.
• Ability to work under pressure, deal with challenging situations, manage own workload and multitask various concurrent tasks, within a fast-paced environment.
• Problem solver with the ability to think outside the box, make decisions, take ownership and use initiative to resolve issues with attention to detail.
• Good level of numerical aptitude, with commercial awareness. Experience processing and raising POs, etc., would be advantageous.
• Excellent communications (verbal and written) with colleagues and contractors at all levels.
• Excellent administrative and IT skills with a willingness to learn new systems and ways of working.
• Fast learner, organised and able to multi-task and work to deadlines.