Purpose of the Role

Reporting to the Compliance Controller, the HelpDesk operative will be responsible for supporting the delivery of reactive and planned maintenance as well as Technical, Fire, Health & Safety compliance of the Centre. Working closely with the Fire, H&S Team & Technical Team, the HelpDesk operative will manage the logging of information and tasks on concept to ensure statutory compliance and effective completion of tasks. They will also be responsible for tracking the completion of audit tasks across the business and for the tracking of health & safety documentation such as risk assessments. The role will include H&S workplace audits, accident investigation and contractor monitoring.

Providing exceptional Customer Service to our customers at all times.

Key Responsibilities

This role will involve a variety of tasks including:

• Developing close working relationships with internal customers and service providers to fully understand all aspects of the business.
• Present all outputs of the Fire, H&S & Technical Services Teams accurately, to a high standard and in a timely fashion.
• Work closely with all teams to ensure a smooth and seamless service.
• Provide outstanding Customer Service in all aspects of the role

Main Duties

All aspects of our H&S & Technical system support processes including:

• Provide input, monitoring and reporting to the technical business systems: Concept (CAFM), Contractor Tracker, info exchange and Datastation etc.
• Data input and monitoring of the centre’s CAFM system regarding all planned and reactive tasks, resource allocation and close-down of tasks for both subcontractors and internal resources of Internal PPM Assignment, Call Logging, Reactive Assignment, Level of Completion, Events, document upload and task closure.
• Ensure key handover and receipt to /from tenants and contractors are managed & recorded in line with Centre requirements, and that utility COT’s are completed accurately and in a timely fashion.
• Proactively monitor the centre’s CAFM system to achieve the centre’s agreed Service Level Agreements of Compliance Monitoring, SLA Monitoring, Follow-up on actions, confirm subcontractor attendance, Adding notes on the system reference communication relating to delays that will cause SLA failure.
• Assign and manage tasks to centre’s sub-contractors in line with agreed SLAs and close out with all statutory certificates and reports as required
  • Subcontractor Management & Assignment; print job cards for contractors to complete and close down subcontractor jobs on system.
• Full support to BSA/BSC, compliance in any additional tasks or actions
  • Upload of documents to Jobs, Statutory uploads of Retailer Compliance, Management of Compliance Logbooks, performance reporting and upwards escalation.
• Ensure the centre’s work permit authorisation is followed with contractors’ access and permits in place for all on-site activity in line with centre procedures.
• Support the centre’s Health and Safety and Fire personnel with correspondence, reporting and data input.
• Assist the Health, Safety & Fire Manager with accident investigation.
• Any other duties that may reasonably be required from time to time to support the Centre & wider team.