CEF Helpdesk Advisor in Manchester

GMMH Facilities are looking to recruit a Facilities Advisor to further enhance our Facilities, Capital & Estates Departments 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 a single point of contact service for all Facilities, Capital & Estates functions across the Trust. The CEF will provide a simple to understand, easy to access entry point for all facilities teams which will improve the experience for both our external customers and internal teams.

Main duties of the job

• The post holder will be responsible for receiving, understanding, and processing large amounts of varied queries and requests with competing demands and time scales using innovative and accessible digital systems to deliver a clear and efficient services for all customers.
• They will have responsibility for prioritizing and disseminating requests and using effective customer service focused communication skills to manage customer expectations.
• The post holder will contribute, share knowledge and good practice, and play an active role in making sure the service is innovative, on top of new trends and industry leading in the services the team deliver.
• This role will be key in supporting the implementation of a planned and reactive customer support service that will be at the heart of a successful multifunctional Facilities department.
• They will provide expertise in Customer support systems, flexing resource according to fluctuating demands and work collaboratively with Facilities teams to understand and predict demand for services.

Working for our organisation

Greater Manchester Mental Health (GMMH) Foundation Trust employs over 6,400 members of staff, who deliver services from more than 160 locations. We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford, Trafford and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond.

Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options. Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity. Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.

Detailed job description and main responsibilities

• Pay Enhancements – 30% additional for Evenings (8pm onwards) and Saturdays and 60% additional for Sundays and Bank holidays.
• 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years.
• Willing to undertake training and development.
• Keyboard – IT Skills.
• Ability to operate in a confidential and professional manner.
• Working in a customer focused environment.
• Excellent interpersonal and communication skills.
• Flexible approach to work and willingness to undertake additional shifts during periods of absence within the team.
• Ability to handle a busy environment.
• NVQ level 2 Customer Services or relevant experience.
• Knowledge of NHS structure, HTMs, and statutory facilities knowledge.

Important Information about working for GMMH:

All positions within the Trust are subject to satisfactory pre-employment checks. The Trust mandates all post holders who require a DBS for their role to subscribe to the DBS Update Service. You will be required to enrol for this service for a fee of £16 per year and maintain registration throughout your employment with GMMH. The Trust is also committed to safeguarding children, young people and vulnerable adults and requires all staff and volunteers to share this commitment.

We are aspiring to ensure our workforce is representative of the diverse communities that we serve, and we are strongly committed to removing barriers to employment for candidates from under-represented groups, for example BAME, Disabled and LGBT+ communities. If you would like to have an informal chat about the recruitment process for this role or would value some additional support, we’d love to hear from you.

Use of Artificial Intelligence (AI) when writing job applications

A candidate may utilise the help of AI when writing job application. The assessment of an application is made on its entirety and most times AI-generated content does not fully grasp the context and requirements of the job one applies for thus producing inaccurate and misleading information, especially in the supporting statement section of an application that can lack real life examples of one’s achievements, success and challenges. We have added a disclaimer to our application process advising that the use of AI is monitored. GMMH reserves the right to follow up with a candidate at the interview on specific responses and those examples used in the supporting statement to explore it further.

Sponsorship

We are proud to be an approved sponsor for the Skilled Worker visa. Applications from individuals who require sponsorship will be considered alongside all other applications. Please be aware that not all roles are eligible for sponsorship. You can review the list of eligible roles and salary requirements on the UK Government’s website.

If you are offered a role with us and you require sponsorship, we will check your eligibility in line with the information on the above website. Your offer of employment could be withdrawn if the role is not eligible for sponsorship, and you are not otherwise able to evidence your right to work in the UK.

Do you have experience outside the NHS?

We want to attract and retain people with diverse skills and experience, to deliver inclusive healthcare services to our communities. We will consider relevant experience outside the NHS to calculate your salary on appointment. Please contact our Recruitment Team for more information.

Please note, this vacancy may be closed at any time if sufficient applications have been received.

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.