Customer Assurance Agent

JOB DESCRIPTION – ESTATES AND MAINTENANCE CUSTOMER ASSURANCE AGENT (2 ROLES) REPORTS TO – Estates and Maintenance Manager

Job purpose in a nutshell–

• To effectively manage escalations and all reactive works from creation to completion
• Working with the wider Estates Team of Team Leaders and Technicians to identify solutions to completing reactive works.
• Co-ordination of tasks for team members and specialist partners from within the Harrogate support centre and out with the wider team in the field to deliver a consistently high level of service and support to our homes, staff, and stakeholders.
• Monitoring and evaluating requests for maintenance tasks and applying priority of service where appropriate.
• Growing relationships with Care Home Managers and the care Home Senior Leadership team to inform and effect appropriate and timely solutions to Estates related issues that arise
• Full and accurate task creation for an effective 1st time fix or for transferral of works to Contractor framework for pricing.

Key Responsibilities

1. Manage and deliver all day-to-day Estates related matters. 2. Working with the Corporate Compliance Officer for statutory compliance related reactive tasks. 3. Ensuring planned regulatory requirements are actioned in a timely manner, in conjunction with the CCO. 4. Monitoring internal systems, emails and phone calls relating to facilities & estates requests and dealing with reported issues across the portfolio to ensure our maintenance staff and partners are responding in a prompt and professional manner. 5. Ensuring tasks are completed within the designated SLA or escalated as required. 6. Working cooperatively with the operations team to ensure the highest standards of quality and safety are established, maintained and monitored. 7. Determination of task delivery: Self delivery versus Contractor allocated works 8. Providing up to date information to aid the production of reports on task activities and spend. 9. Working collaboratively with Team Leaders to ensure appropriate resource is always assigned to homes and any sickness or holiday requirements are covered in a reasonable manner.

Relevant facts relating to the job.

This role is the first point of contact for enquiries regarding our services and is therefore often autonomous, and requires strong decision making skills.

Job context

The role requires effective communication skills, plus the ability to develop good relationships with the homes, suppliers, and professionals. In addition to this influencing and motivating skills and the ability to work as part of the team and on your own using your initiative are vital.

The role requires excellent administrative skills. Coordination planning and collaborative working

Key challenges To maintain a professional standard: ensuring breakdowns and asset failures are actioned to maintain the quality service levels. Highlighting to senior team any budgetary concerns, and supporting with statutory compliance elements. Developing open, honest and professional relationships with your key care Home Management stakeholders.

Key measures

• Timely and appropriate call handling,
• Collaborative and timely distribution of staff and materials to meet SLA requirements.
• Reduction in works being Contractor delivered
• Working with Team Leaders to identify skills shortfalls by Region
• Clear separation of reactive, dilap, CAPEX, planned and Project related works.

Person specification and Skills requirement:

• Team players with 2-3 years experience in a Facilities or Estates Helpdesk environment
• Great communicator, at all levels of the business.
• Strong administration and organisational skills
• Use of MS office (specifically MS Excel)
• CAFM system experience, preferably E-Maintenance
• Self motivated with a can-do attitude
• Understanding of regulatory compliance and statutory requirements, able to reach out for any guidance.
• Strong commercial understanding, with a sound working knowledge of Facilities related SLA’s, priority tasking and relevance of task allocation.

Health and Safety

To comply and promote the Company Health and Safety policies and procedures and maintain a safe environment for clients, staff, visitors and your own wellbeing and safety.

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