Community Estates Administrator | Teaching Hospitals NHS Foundation Trust

Please note that this role is advertised on behalf of Atlas BFW Management Ltd (Atlas), a wholly‑owned subsidiary of Blackpool Teaching Hospitals NHS Foundation Trust and as such, successful applicant(s) will be on Atlas Terms and Conditions. For further information about Atlas, please visit:

As an integral member of the estates team, the post holder’s role is key to helping Atlas achieve excellent customer service, consistently.

Acting as the customer service link between internal and external clients, contractors and the estates, the post holder will provide a flexible and comprehensive administrative and business support service to the organisation; and will ensure that the help desk is covered as appropriate.

The Helpdesk function is central to providing effective, timely maintenance support to the Atlas estates team, including logging job requests, chasing queries as necessary and providing updates regarding progress and outcomes.

In addition, the post holder will be expected to respond to general telephone enquiries and to provide a reception and administration service, receiving visitors and staff to the Community Estates Department.

The post holder will provide support to a wide range of customers and with good communication skills, both verbal and written, will be able to communicate effectively and sensitively when receiving visitors and staff to the department and when dealing with incoming telephone calls and emails. This will include dealing with difficult situations and effectively managing escalations.

• Assist in the day to day operation of the Helpdesk by acting as the point of contact for all maintenance and repairs enquiries relating to all Atlas functional departments, including the estates department.
• Log all requests via the Computer Aided Facilities Management (CAFM) system, QFM and / or other appropriate software and ensure that all relevant information is obtained and recorded.
• Ensure that all requests are categorised accurately and are prioritised in accordance with the corresponding, appropriate impact and urgency scores.
• Provide help desk support and resolve queries in a timely manner and in line with Atlas standards, procedures and contractual service level agreements.
• Ensure that all incidents are assigned within the contractually agreed timeframe to ensure compliance with the KPI.
• Provide support and advice to the Helpdesk service users including Atlas staff and NHS Client Trust staff.
• Maintain contact with contractors and suppliers as required, arrange attendance to site to maintain or repair equipment and/or buildings, under direction of appropriate persons, recording information via the internal logging system.
• Ensure that all owned requests are resolved.
• Monitor the various system and escalates requests where a satisfactory resolution has not been provided, or where a higher level of management input is required.
• Liaise with manager, as appropriate, to ensure the correct logging of time on jobs for staff utilisation and that all data is accurate and correct for staff utilisation reports.
• Use effective communication to proactively manage customer expectations.
• Work effectively as part of the Help Desk team, assist team members where possible and contribute to meeting the team’s targets.
• Investigate and analyse any re‑opened calls.
• Remain calm and professional at all times whilst dealing with customers and team members and aim to consistently provide a high level of customer service and satisfaction.
• Be expected to work flexibly to provide cover for the help desk when required.
• Develop effective working relationships with both Estates and External points of contact.
• Be expected to work in accordance with call handling procedures to ensure that all calls are effectively resolved.
• Manage and maintain electronic and paper records / documentation as appropriate to the role and in line with Atlas policies.
• Update CAFM, QFM, with out of hours jobs from on‑call engineers as necessary.
• Be the first point of contact for visitors to the Estates Department and ensure that all visitors sign in, are put in touch with the appropriate staff contact and keys and security passes are…