About the role
This an opportunity to work within our Facilities Management department as a Full Time Reactive Maintenance Advisor on our Property Helpdesk. Facilities Management are responsible for ensuring the smooth day to day running and maintenance of a variety of buildings owned by North Northants Council.
Reactive Maintenance Advisors provide operational support for both occupied and unoccupied properties across our estate, including North Northants Council corporate properties, Care Homes, Country Parks, Days Centre's, Libraries and Northants Children's Trust properties.
The role reports in to the Helpdesk Manager.
What will you be doing?
Your role will be to effectively manage and respond to reactive maintenance requests ensuring that customers incidents are managed in line with Service Level Agreements (SLAs) to provide ‘fit for purpose’ properties or occupiers.
Reactive Maintenance Advisors are responsible for raising orders for any reactive maintenance for properties owned by North Northants Council via the helpdesk service. The main accountabilities are shown below:-
1. To assess and approve all expenditure within set parameters for property reactive maintenance requests. Each advisor has authority to raise individual orders up to £200.
2. To resolve facilities/reactive maintenance queries by telephone, email or face to face in accordance with Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s).
3. To provide exceptional customer service, always ensuring requestors are regularly updated on progress of their incident.
4. To provide excellent working relationships with our external suppliers, our partners and other stakeholders.
5. Ensure that reasonable care is taken at all times for the health, safety and welfare of yourself, other persons, and to comply with the policies and procedures relating to health.
6. Carry out any other duties which fall within the broad spirit, scope and purpose of this job description and which are commensurate with the grade of the post. This will include helping to cover reception in the Cube during reception staff's absence.
About you
We are looking for someone who has excellent customer service skills and is used to working in a busy office environment.
We do ask that you have two GCSE's or equivalent in English & Mathematics
You should be able to provide services that place the customer at the heart of what we do.
Excellent communication skills, listening and verbal as essential
An intermediate knowledge of Microsoft Office is necessary.
You should able to work within a team with the ability to develop and maintain good working relationships with a wide range of customers , stakeholders and partners
An ability to demonstrate awareness & understanding of equality & diversity.
Our values are
Customer Focused
Respectful
Efficient
Supportive
Trustworthy
The successful candidate would be expected to demonstrate these values in the role.
Our benefits
We offer:
- a competitive salary
- a pension scheme, where we pay a significant contribution on top of your contribution. It provides life cover and ill-health protection.
- opportunities to develop your skills, knowledge and potential in a large unitary council
- generous leave entitlement (27 days, rising to 32 days) and bank holidays, plus the option to buy up to an extra 10 days
- agile and flexible working arrangements to help you with a healthy work-life balance.
About us
We are a new unitary council, established in April 2021; we are one of the largest unitary councils in the country. Our vision for North Northants is to be 'A place where everyone has the best opportunities and quality of life'.
Our priorities are:
- helping people live active fulfilled lives
- caring for our young people, providing them with high quality education and opportunities
- enabling a thriving and successful economy
- leading on a green and sustainable environment
- ensuring our communities are connected do they can shape their lives and where they live
- providing modern public services
Our values, as chosen by our staff, are - Customer-focused, Respectful, Efficient, Supportive and Trustworthy.
Your differences make us different - Achieve Together.
We are undertaking consultation with the Trade Unions on terms and conditions and the future NNC pay structure and during this time are appointing new employees on interim spot salaries. You will be advised of the outcome and any impact on your role once this work is complete.
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