Service Desk Coordinator - Estates and Facilities

Vacancy Information

This role is within a unit where Surrey Police and Sussex Police work in collaboration, whilst remaining two separate legal entities/employers with different terms and conditions.

Both Surrey Police staff and Sussex Police staff are employed in this unit on their own force terms and conditions.

Successful candidates may be appointed on the terms and conditions of employment of either Surrey Police or Sussex Police, depending on organisational requirements. A discussion will be held with the successful candidate to confirm the details of location, salary, allowances and hours.

Division / Department: Police and Crime Commissioner
Grade: Grade 7
Status: Full Time
Contract Type: Permanent
Salary Grade Range: £25,626 – £27,747
Working Hours: 37.0 Hours per Week
Shift Allowance: No
Politically Restricted: No
Location: See Advert

The starting salary for this role will usually be at the bottom of the salary range and will be pro-rata if the working hours are less than full time.

Chief Constables\’ Message

We really welcome your interest in joining our Police Force. It is a privilege to lead the teams in Surrey Police and Sussex Police who continuously work selflessly and tirelessly in order to keep people in our counties safe.

We are looking for talented and inspirational people who put the needs of the public at the heart of everything that they do and who want to make a difference. If you feel you are that person then we want to hear from you.

We wish you all the very best with your application.

Chief Constable Tim De Meyer & Chief Constable Jo Shiner

The Role & Key Responsibilities

From your first day with us you will be part of a policing family making a real difference.

It is our mission to identify and protect vulnerable people, prevent, and respond to harm and keep people safe.

The Estates and Facilities Department are looking for a customer focused individual to work as part of a small but busy team across our Reception and Service Desk teams. Whether working front of house in Reception or within the office in our Service Desk Team, the successful candidate will require excellent communication skills interacting with visitors and customers through a range of mediums – face to face, email, telephone, and Teams or Skype.

The position will consist of 37 hours per week, Monday to Friday, with a shift pattern of 08:00-16:00 with 30 minutes for lunch.

The role will be based at Lewes Headquarters, with the potential for agile working within the agile working policy at either your local police station or working from home, however the post holder is expected to attend the office a minimum of 4 days per week.

Key Responsibilities

Service Desk:

Deliver a comprehensive service recording and responding to customer queries via multiple routes (email, phone or in person), triage requests and ensuring all incidents, challenges and service requests managed through the Service Desk are classified, prioritised, resourced, and remedied using the online facilities management system. Queries include maintenance fault reports, contractor attendance requests, contract related issues including cleaning, waste management, and grounds maintenance.

Using finance systems to provide a cost-effective service when purchasing items for Estates and Facilities, including the sourcing of products, suppliers and quotes on request, the creation of purchase orders, and processing of invoices. Ensuring all activity adheres to Finance and Procurement policies and procedures.

Reception:

At Sussex Police HQ you will interact with a wide range of individuals in person, via email and telephone. It is important that the successful candidate can assess the situation and adapt their communication style to meet the needs of those attending site. This could at times include interacting with individuals who may appear hostile towards the Police. In these circumstances the post holder must be able to remain calm whilst working under pressure.

Issue identification passes to visitors, contractors and suppliers, conference delegates, officers, and staff, directing them to parking facilities and classrooms. Producing warrant and identification cards as required for police officers, staff, contractors, and volunteers using the computerised access control and card production system. Maintain and update relevant system(s) inputting joiners, leavers and visitors ensuring that data is secure, accurate and up to date, ensuring that any temporary or leaver passes issued are recovered.

Maintain relevant registers, records and diaries held or used within the reception area or function ensuring they are available for inspection as required.

Working closely with the Security Team who are responsible for the site, ensuring only authorised people are permitted on site in line with force policies, this includes checking IDs of those attending site and where required, their vetting level.

Skills & Experience

Qualifications:

• Educated to GCSE standard or equivalent experience in Customer Service.

Knowledge, skills and experience:

• Experience of office administration, customer service or similar is desirable.
• IT Literate with experience of using Internet, Microsoft Outlook, Word, and Excel.
• Capable of communicating with internal and external contacts using a range of platforms (for example, telephone, email, or instant messaging).
• Capable of building and maintaining effective business relationships with stakeholders and suppliers.
• Capable of quick thinking and reactive problem solving.
• Ability to work accurately and methodically with minimal supervision.
• Strong planning and organising skills with the ability to manage deadlines.
• Knowledge of office safety.

Experience of (Ability to learn):

• using a CAFM system or 3i
• using SAP/SRM for purchasing
• using Interflex or Donkey.

Why Work With Us?

Policing is an exciting 24/7 business and we all have commitments outside work. We’re invested in supporting people to balance their life with work and we encourage flexible working. We are open to conversations about job shares and part time working. We encourage agile working, giving you the opportunity to manage your own diary and work wherever you give the best service to the public. This may include flexi-time and home working.

We take pride in looking after our people and offer a variety of benefits:

• career progression
• contributory pension scheme (LGPS)
• generous annual leave allowance
• discounts for everyday spend
• on-site gyms and a range of sports clubs
• generous and supportive parental leave
• financial and mental wellbeing guidance and support
• discounted contributory healthcare scheme

Please use the following links for more information on the benefits of working with Surrey Police or Sussex Police .

Further Information

We will be looking to conduct interviews at Sussex Police Headquarters.

If you have any questions or would like further information regarding this role please contact:

April Bird –

Diversity Statement

We are only as good as our people. It\’s important that our officers and staff can be themselves in the workplace and we know that as an organisation we\’ll grow from the variety of thinking, approach, and the skills that diversity brings; all of which help us to deliver a better policing service. We strive to ensure how we deliver our services, provide information and how we recruit is open and accessible to all.

We have multiple staff support groups who help to improve our understanding of minority issues and ensure they are reflected in our work. We are proud members of Disability Confident, hold Race Equality Matters Trailblazer status, are a signatory of the Race at Work Charter and are aligned with the Armed Forces Covenant and the HeForShe movement.

We are committed to being an anti-racist police service. We promise to challenge injustice, ensure fairness and to uphold anti-racist principles in both our organisation and our communities. For more information, you can read our full anti-racism statement here.

We value the differences that people bring from all backgrounds and communities. Regardless of age, sex, ethnicity, sexual orientation, gender identity or gender expression, disability, social status, or religious belief, we would love to hear from you.

Please use the following links to find out more on Equality, Diversity and Inclusion at Surrey Police and Sussex Police .

Additional Information

Following submission of your application you will receive a confirmation email with a copy of your application attached. Occasionally emails from this address can fall into spam/junk folders so please ensure this is checked regularly. You may wish to consider adding to your address/contact list to ensure you receive all communications.

This post is being advertised in parallel with Force redeployment processes. Any redeployees who are identified will be given preference. This may result in the post being withdrawn at any point during the recruitment process.

Please note that not all jobs are available for internal candidates across both Forces, the current agreed recruitment principles are:

• vacancies in collaborated units are available to all officers and staff across both Forces;
• vacancies in non-collaborated units are only available to officers and staff within the Force with the vacancy unless it is advertised externally;
• if the vacancy is advertised externally and an officer or member of staff from the other Force is successful it will result in a transfer of employment.

Surrey Police and Sussex Police Special Constables, Volunteers and Agency Staff (excluding self employed workers) covered under the Agency Worker Regulations (AWR) are eligible to apply for internal advertised posts.

Attachments:

• Service Desk Coordinator Final Version 2024.pdf

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