Vacancy Information
Division / Department - Estates and Facilities Management
Grade - Grade 6
Status - Full Time
Contract Type - Fixed Term Contract
Salary Grade Range - £19,359 - £20,619
Working Hours - 37.0 Hours per Week
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.
The Role
We are looking for a customer focussed individual to work as part of a small but busy team delivering a first class Estates and Facilities Helpdesk service at our Police Headquarters.
This is a full time position working 37 hours per week (7.4 hours per day Monday to Friday with 30 minute lunch break) on a fixed term contract until 31st March 2020 with the possibility of extension. This Position is also available as a Secondment for internal candidates, any secondments would need to be agreed with the candidates current line manager.
The role will initially be based at our Sussex Police HQ in Lewes, however changes in the team could mean that the site location is changed or allow for agile working.
The role will require excellent customer service, dealing with requests from customers via email, telephone and face to face interactions. The post holders will be required to pay close attention to detail, inputting all relevant information on our in house data system ranging from building faults to stationary requests and making dynamic decisions on who work is assigned to.
Successful applicants will also be required to use finance systems, SRM and SAP, to create purchase orders for all Facilities related items and services, along with credit card payments for one off purchases and court fees.
Other duties of the team include booking external meeting room venues, hiring vehicles, arranging for external record archiving and acting as a general information point.
As well as the Helpdesk function, post holders are required to provide Reception cover during peak times or periods of short staffing. This will include providing a professional front of house service: welcoming and signing in visitors and contractors, checking contractor vetting on our in house system, producing and managing access passes and directing visitors and contractors around the site in line with reception procedures.
Key Responsibilities
Provide a comprehensive 360% service to respond to, task and allocate helpdesk requests for Estates and Facilities services or report faults to internal Sussex Police personnel or external contractors, partners and other agencies for action.
Provide a comprehensive, cost effective and value for service when purchasing items for the Force.
Process requests in accordance with customers requirements and their budget coding
Managing customer complaints related to contracted work for cleaning, ground maintenance and printing.
Creating purchase orders credit card payments in accordance with Finance and Procurement policies and procedures for all Facilities related products and services
Provide a reception service to welcome and issue identification passes to visitors, contractors and suppliers, conference delegates, officers and staff, directing them to parking facilities, venues and classrooms. Ensure that any passes or keys issued are recovered.
Deal with incoming calls and e mails and use the tannoy system to convey urgent messages or announcements.
Produce 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.
Maintain relevant registers, records and diaries held or used within the reception area or function ensuring they are available for inspection as required. These can include Fire Information, Asbestos Registers, Visitor and Contractor Registers and Lost or Found property records.
Skills & Experience
The successful candidate will need to be able to demonstrate the following skills and experience:
• An NVQ Level 2 in Customer service or sufficient experience working within a Customer Service environment.
• Good communication skills, in both verbal and written formats. With the ability to adapt communication based on the needs of the customer.
• Excellent Customer Service skills with experience of dealing with customer complaints.
• Computer literate; the candidate will need to be experienced in using Microsoft Office programmes including Word, Excel and Outlook. Experience with data input and online purchasing is also desirable.
• Good organisational skills, with the ability to prioritise work.
• High levels of accuracy with an attention to detail.
• Ability to follow written instructions, to undertake research and use analytical skills to problem solve.
• Able to work both independently and within a team environment.
• Ability to adapt and be flexible to changes in the team, procedures and policies.
• Well motivated and enthusiastic.
Further Information
For further information relating to this role please contact Paige Ward, Specialist Services Team Leader Email: paige.ward@sussex.pnn.police.uk
Diversity Statement
We are only as good as our people. It's really important to us that our officers and staff can be themselves in the workplace and we believe that as an organisation we'll benefit from the variety of thinking, approach and skills that diversity can bring; all of which helps us to deliver a better policing service.
We have worked really hard to create a safe, open and inclusive culture. We have a range of staff networking groups to provide specific support and advice and we are proud to be members of Stonewall and Disability Confident, and to be aligned with the Armed Forces Covenant and the HeForShe movement.
We value the differences that people bring from all backgrounds and communities so, regardless of age, gender, ethnicity, sexual orientation, gender identity or gender expression, disability, social status or religious beliefs, we would love to hear from you.
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 noreply@surreysussexpolice.as.recruitmail.com 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.
If you are an internal candidate looking to apply for this role, please ensure that you discuss your application with your line manager before submitting an application. If you are conditionally offered the role your attendance record and any reasonable adjustments already in place will be discussed with yourself and your current line manager.
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 success 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.
Applications will only be accepted by clicking the 'Apply Now' button. CVs are not accepted as part of our recruitment process.