Job Related Information
This document includes information about the role for which you are applying and the information you will need to provide with your application.
- Role Details
Vacancy reference / 12852
Job title: / Liaison Line Assistant
Reports to: / Liaison Line Supervisor
Salary: / £18,940 - £21,220
Terms and conditions: / S&C
Grade / 4
Duration of post: / Permanent
Working hours: / 37
Location: / Milton Keynes
Closing date: / Midday Thursday 27 October 2016
Type of application form accepted: / Full application form with a covering letter.
Your covering letter should address how your experience and personal qualities address the job role. Without this document the panel will not be able to shortlist you
Number of referees required: / 2
Unit recruitment contact: / Vikki Watson
- Summary of duties
Job Title / Liaison Line Assistant / Grade / GR4
Unit/Faculty / Estates
Sub Unit/Faculty / Operations, Liaison Line
Responsible to / Liaison Line Supervisor
Responsible for / N/A
Purpose Statement
Member of Liaison Line team, acting as a central point of contact for Estates-related queries and requests.
Provide a customer-focused response to incoming queries and requests. Using the computerised relational database for recording and processing task management of specified Estates activities.
Main responsibilities
1 / Receive incoming requests and queries via telephone, email, web, personal contact or written enquiry. Determine customer requirements and create request on relational database system, ensuring correct routing and priorities set in line with agreed guidelines for relevant activity type. Issue customer with unique reference number for works requests and advise anticipated timescale for response.
2 / Investigate customer queries to ascertain progress, liaising with relevant manager/supervisor as appropriate, and advise customer of status.
3 / Enter time sheets for completed tasks onto relational database system and amend status to completed/closed. Issue ‘closure’ email for completed tasks as directed, collate feedback from customers and forward to supervisor for analysis.
4 / Maintain and update Estates Address Management database; issue questionnaires to new contacts; check and enter relevant data on system including contact details, insurance, Health and Safety information; issue standard letters requesting updated information to existing contacts; filing of associated documentation.
5 / Book contractors and visitors in/out via the Kalamazoo Sentinel contractors booking in system database. Issue and receive name badges. Generate ad-hoc reports detailing anticipated and current contractors/visitors on site to enable accurate monitoring and recording for Health & Safety purposes.
6 / Undertake relational database system training on new developments as required, reporting any system issues to the supervisor for action with Estates Systems Team/software company. As a member of the Liaison Line team, contribute to the ongoing review and development of Liaison Line systems and procedures.
7 / Maintain a customer-focused approach and contribute to the achievement of team goals in the area of customer service and satisfaction. Promote the use of the Liaison Line to University staff in a professional manner.
8 / As a member of the Estates S&C Staff Support Team, adopt a flexible approach in providing clerical support across Estates based on operational need and by agreement with the Liaison Line supervisor.
9 / Contribute to the on-going development of Liaison Line functions, to include further relevant activities and expansion of operational role. E.g. Training support staff to cover during periods of absence.
10 / Exceptional duties only carried out when specifically requested and to assist in other areas.
11 / Any other duties as directed by the Director of Estates.
- Person specification
Requirements (E = Essential/ D = Desirable)
Education, qualifications and training
Essential: / Educated to GCSE level or equivalent, including Maths and English
Desirable: / Educated to ‘A’ Level standard or equivalent
Knowledge, work and other relevant experience
Essential: / Proven experience of working in a customer-service environment
Competent IT Skills and use of Microsoft Office
Flexible approach to working hours
Positive approach to problem-solving
Understanding of and commitment to Equal Opportunities
Strong written and verbal communication skills
Desirable: / Experience of working in a call-centre, maintenance or facilities related environment
Experience of working with databases.
Experience of working with spreadsheets.
Personal abilities and qualities
Essential: / Excellent interpersonal skills
Having a positive and professional approach to customer care, with the ability to communicate effectively with staff at all levels in order to build strong relationships to improve customer service standards
Working flexibly and adapting to changes in priority to meet the needs of our customers and providing an effective service to Estates and the Open University
Ability to work as part of a team who support each other within the working environment
Interacting with staff and being able to demonstrate your communication skills
Desirable:
- Role specific requirements e.g. Shift working
This position works on a rotating shift pattern between team members;
Week 1: 08:00-16:30
Week 2: 09:00 – 17:30
You will need to be available to work these hours.
5. About the unit/department
Estates is responsible for the overall management and development of the University’s premises, including the planning and growth of the University buildings and grounds, property maintenance, minor works and house services. Estates comprises of approximately 126 staff organised into four major operational sections:- Leadership
- Operations
- Infrastructure
- Property, Regions & Finance
The Leadership Team comprises the Director of Estates and Three Heads of Function, and is responsible for providing strategic direction and delivery.
THE OPERATIONS GROUP
The Operations Group is responsible for the front line customer service activities of Estates. It encompasses events & catering, security, transport & portering, cleaning, postal services, Goods Receiving, Switchboard/Reception and the Estates Liaison Line (a call centre facility for estates-related queries). This Group also has responsibility for staffing strategy, general administration, contract administration, recruitment, training, human resources functions and The OU Club.
THE INFRASTRUCTURE GROUP
The Infrastructure Group is responsible for the upkeep of the entire University estate, comprising 154,000m.sq of office and laboratory space in 87 buildings at Walton Hall and throughout the UK. It undertakes H&S, electrical, mechanical, grounds and fabric maintenance. The group is also responsible for the development, planning, control and management of capital and major building projects and refurbishments, minor works projects and IT.
THE PROPERTY, REGIONS & FINANCE GROUP
The Property, Regions and Finance Group provide estate management, financial advice, space allocation, and management for the whole University estate covering Walton Hall, National & Regional offices, warehouses and other properties. Included within this group is all: finance and budget administration and strategic accommodation planning for the University as a whole. Activities include: property acquisition and disposal, rent reviews, lease renewals, town and country planning, rating and asset valuation. This group is also responsible for the University Travel Plan and initiatives to encourage non car modes of transport to/from work across the University as a whole.
- How to obtain more information about the role or application process
If you would like to discuss the particulars of this role before making an application please contact Vikki Watson on 01908 659026 or email: .
If you have any questions regarding the application process please contact Vikki Watson on 01908 659026 or email:
7. The application process and where to send completed applications
Post it to: / Vikki Watson
Name/Job title: / Recruitment and Development Assistant
Department/Unit: / Estates
Address: / Geoffrey Crowther Building, 1st Floor, Walton Hall, Milton Keynes
Post Code: / MK7 6AA
Or e-mail your application to: /
8. Selection process and date of interview
The other members of the interview panel will be: / Laura Osborne-Fardon, Customer Services Manager
Kelly-Anne Looker, Assistant to PA, Director LTS
The interviews will take place on: / Tuesday 8 November 2016
The selection process for this post will include / Interview and a test
/ We will let you know as soon as possible after the closing date whether you have been shortlisted for interview. Further details on the selection process will also be sent to shortlisted candidates.
Applications received after the closing date will not be accepted.
If you have not heard from us by 4 November 2016 then you have not been shortlisted.
The Open University, Human Resources, HRG158| Page 1 of 6