All posts by Chris Eldridge

Vacancy: National Contracts Assistant

The role:

We are recruiting for a full time permanent Works Co-ordinator role which has become available within our fast growing, dynamic helpdesk team. The hours would be Monday – Friday subject to a rota of shifts to ensure the helpdesk is fully covered at all times.  These shifts are generally 8am-4pm, 9am -5pm or 9.30–5.30pm.

Salary – £18K – 20K dependent upon experience

Holiday 20 days – per annum

Responsible for assigned tasks as part of a Helpdesk Team and reporting to Team Leader.

Key Responsibilities Include:

  • Taking incoming client & supplier calls within target.
  • Taking incoming tenant calls relating to any aspect of the Property.
  • Logging new works orders with key suppliers, verbally, via Propertyserve bespoke web system alongside any other additional client programmes utilised.
  • Managing the Propertyserve bespoke system throughout the day
  • Liaising with client & supplier to ensure completion within Service Level Agreements (SLA’s).
  • Working closely with key assigned suppliers or regions to ensure KPI’s are hit.
  • Resolving emails that come into the designated Propertyserve email account to ensure KPI’s are met and all parties are updated
  • Managing the emergencies reactive jobs that are logged daily to ensure SLA’s are met and all parties are updated
  • Possible vetting of the quoted planned works for the client to ensure all details are correct

 

There is an on call element to the role which is a Saturday or Sunday from 6pm-8am the following day which is based at home where the operator takes emergency helpdesk calls and logs these throughout their shift.  They are provided a laptop and phone and they need to be at home for the duration of their shift taking and logging emergency calls. This is paid additional to the salary at £150 and is on a rota basis with the rest of the Helpdesk.

 

Essential Skills

  • Excellent communication, interpersonal skills & telephone manner
  • Self-motivated with ability to work on own initiative
  • Effective problem solving & organisational skills
  • Able to work well as part of a small team
  • Good attention to detail
  • Possess the ability to remain calm under pressure & not react adversely to customer or suppliers.
  • Excellent command of the English language written & verbal.
  • Experience in using Microsoft Office – particularly outlook, word & excel.

 

Desirable Skills

  • Experience of web based management systems.
  • Experience in a commercial property management environment/Facilities Management or building/construction environment.

Vacancy: Client Accounts Co-ordinator

The role:

We are recruiting for a full time permanent Works Co-ordinator role which has become available within our fast growing, dynamic helpdesk team. The hours would be Monday – Friday subject to a rota of shifts to ensure the helpdesk is fully covered at all times.  These shifts are generally 8am-4pm, 9am -5pm or 9.30–5.30pm.

Salary – £18K – 20K dependent upon experience

Holiday 20 days – per annum

Responsible for assigned tasks as part of a Helpdesk Team and reporting to Team Leader.

Key Responsibilities Include:

  • Taking incoming client & supplier calls within target.
  • Taking incoming tenant calls relating to any aspect of the Property.
  • Logging new works orders with key suppliers, verbally, via Propertyserve bespoke web system alongside any other additional client programmes utilised.
  • Managing the Propertyserve bespoke system throughout the day
  • Liaising with client & supplier to ensure completion within Service Level Agreements (SLA’s).
  • Working closely with key assigned suppliers or regions to ensure KPI’s are hit.
  • Resolving emails that come into the designated Propertyserve email account to ensure KPI’s are met and all parties are updated
  • Managing the emergencies reactive jobs that are logged daily to ensure SLA’s are met and all parties are updated
  • Possible vetting of the quoted planned works for the client to ensure all details are correct

 

There is an on call element to the role which is a Saturday or Sunday from 6pm-8am the following day which is based at home where the operator takes emergency helpdesk calls and logs these throughout their shift.  They are provided a laptop and phone and they need to be at home for the duration of their shift taking and logging emergency calls. This is paid additional to the salary at £150 and is on a rota basis with the rest of the Helpdesk.

 

Essential Skills

  • Excellent communication, interpersonal skills & telephone manner
  • Self-motivated with ability to work on own initiative
  • Effective problem solving & organisational skills
  • Able to work well as part of a small team
  • Good attention to detail
  • Possess the ability to remain calm under pressure & not react adversely to customer or suppliers.
  • Excellent command of the English language written & verbal.
  • Experience in using Microsoft Office – particularly outlook, word & excel.

 

Desirable Skills

  • Experience of web based management systems.
  • Experience in a commercial property management environment/Facilities Management or building/construction environment.

Vacancy: Out of Hours Helpdesk Operator

The role

Monday – Friday – 17.00 – 23:30. Before role commences there will be a period of circa 3-4 weeks where the employee will be required to attend during normal working hours Mon-Fri 9am-5pm for training and to be integrated into the company, understand process’ and procedures.

The employee will be required to attend Head Office in normal day working hours for adhoc training and reviews.

Salary – On application

Holiday 20 days – per annum

Reports to the Helpdesk Manager & Team Leaders for the Helpdesk teams.

Key Responsibilities Include:

  • Taking incoming client & supplier calls within target.
  • Taking incoming tenant calls relating to any aspect of the Property.
  • Logging new works orders with key suppliers, verbally & via Propertyserve bespoke web system.
  • Liaising with client & supplier to ensure completion within SLA.
  • Updating and communicating with the client to ensure they are updated promptly and efficiently through to completion of the job.
  • Keep the PS system updated at each stage of a purchase order, working closely with key assigned suppliers or regions to ensure KPI’s are hit.
  • Providing a thorough and full hand over to the Helpdesk Operative taking over the shift on anything left to be picked up.
  • Ensure Risk Assessments and Method Statements are returned where required and approved by the client before attendance to the job.
  • Reporting complaints to the Helpdesk Manager to be picked up the following day.
  • Managing and monitoring the Homepage on the Propertyserve Portal, logging new instructions raised, checking quotations submitted and picking up all messages.
  • Managing and monitoring the various client email box’s and dealing with any emails sent across to this mailbox.
  • Completing Job and quote chases for all active jobs and quotes and recording this.
  • Ad hoc data entry admin work sent across by the Helpdesk Manager to action.
  • Report errors on the PS system to Helpdesk Manager.
  • Report mistakes to the Helpdesk Manager quickly to ensure resolution.
  • Report poor performance of the contractor to the Helpdesk Manager and Operations Manager.
  • Provide recommendations of improvements to the PS system or otherwise to the Helpdesk Manager.

 

Essential Skills

  • Excellent communication, interpersonal skills & telephone manner
  • Self motivated with ability to work on own initiative
  • Effective problem solving & organisational skills
  • Able to work well as part of a small team
  • Able to work alone when needed
  • Posses the ability to remain calm under pressure & not react adversely to customer or suppliers.
  • Excellent command of the English language written & verbal.
  • Experience in using Microsoft Office – particularly outlook, word & excel.

Propertyserve at the Facilities show June 22nd, 2016

FM in the Real World Theatre

13.20 – 13.50 at the Facilities Show 22.06.16 

20,000 jobs across 1,500 sites – taking a proactive approach with reactive works.

CEO, Ian Robertson, will be co-presenting with our client, Jones Lang LaSalle (JLL) – the UK & Europe’s leading property and asset management provider.

Together the companies will provide a case study presentation on the proactive approach taken to manage 20,000 reactive jobs across 1,500 (diverse) sites. It will look at the procurement and management of fabric related repairs and maintenance, and the transparent approach taken to provide the best value for JLL and its tenants.

We hope to see you there, view more details

Blind Box Ticking

Anyone in FM reading about the incident at Old Trafford on the last day of the 2015 – 16 Premier League season will no doubt have a differing point of view of other members of the public. As the reality unfolded that the evacuation of 75,000 people, two football teams, hundreds of match day staff and a pack of sniffer dogs wagging their tails having won their own game that day – rested on the shoulders of one man. That man, Chris Reid – head of Security Search Management & Solutions Ltd, was then thrust in front of cameras who have not left him alone since.

“So, how can a former Scotland Yard police officer simply ‘forget’ about a mock pipe bomb in the toilets after a training exercise?” I can hear the public screaming as they return home, still clad in scarfs and draped in disappointment.

The answer is somewhere between an off day, incompetent members of the team (including himself) and complacency.

This highlights for me the need for genuine Facilities Management and huge importance of contractor management. Engineers, cleaners and security staff are ticking boxes job after job, day after day and we all know that where humans are involved, mistakes are always going to be made and things will be missed. It is the role of FM to audit the documentation, refocus contractors when they take their eye off the ball and remind them of the fact that partnerships are great but complacency will result in a change.

Spare a thought for Chris, he is the face of a team of people that have ticked boxes without looking up from the page.

Ian RobertsonCEO, Propertyserve