Job info	Job info details
Job title	Senior Business Support Officer (FM)
Strategic team/Directorate	Pride in Place
Service	Facilities Management (FM)
Business unit	Asset Management
Responsible to (day to day issues)	FM Manager
Accountable to (line manager)	FM Manager
Salary grade	E
JE ref	PLA049

1. Key purpose of job

• To be first point of contact to customers on the Helpdesk.
• Communicate with Torbay Council customers and contacts via various channels.
• To oversee the full process of dealing with client help calls from inception, understanding extent of the problem, instructing contractors to completion of works including finance.
• To work as part of a team of Business Support Officers covering general administrative duties and individual work on assigned duties or for a specific area.
• To ensure the efficient and effective running of the Facilities Management (FM) reactive/programmed management software system (Re Flow).
• To ensure all works orders raised on the CAFM management system to the FM team are recorded and include up to date information on resources and materials used.

2. Anticipated outcomes of post

• Create a positive first impression of Asset Management by being a key point of contact with customers and third parties.
• Ensure all FM clients are provided with a high standard of business support.
• Ensure customers and contacts receive the best level of customer service.
• To meet deadlines, collate data and maintain standards relating to administrative processes.
• To be responsible for ensuring all FM shared folders including both finance and works orders are accurate and kept fully updated.

3. List key duties and accountabilities of the post

• As an Employee of Torbay Council all roles are expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. The Designated Senior Lead for Safeguarding is the Chief Executive and Director of Children’s Services.
• Manage a demanding and reactive workload in a responsive way to ensure key objectives within Professional Services are met.
• Diary Management.
• Develop Power Point presentations and handouts as required.
• Liaise with framework partners and external and internal clients to obtain and exchange information relevant to project progression.
• Update contracts register as and when required.
• Report and document formatting.
• Ensure the company’s Equal Opportunities and Health and Safety policies are applied in the work of the postholder.
• To work without direct supervision and manage own workload.
• To form good professional working relationships both within TC and with external bodies.
• Deal effectively and professionally with telephone calls and email correspondence into the Property Services helpdesk.
• Managing various generic mailboxes.
• Creating, maintaining and updating of FM documents and spreadsheets.
• Maintain internal filing system.
• Record keeping.
• Scheduling of meetings and issuing electronic invites.
• Booking of meeting rooms/venues and arranging of catering.
• Collating and issuing of associated documents, minute taking and transcription thereof for distribution.
• Booking travel and accommodation.
• Booking courses.
• Assisting with booking, scheduling, publicity, setting up and clearing down of events, providing support at events, collecting and processing of events feedback.
• Project/task related research.
• Providing basic level training for new starters on systems, software and processes.
• Liaising with software developers to expand the CAFM (Computer Aided Facilities Management) reporting function to increase efficiency and create an auditable trail of job-related data and costs.
• Developing and maintaining financial reports for management/FM team meetings.
• Acting as a central point of contact for designated FM corporate service contracts (pest control/corporate cleaning contract/corporate access control/bottled water/vending). Involvement in pre booked contract meetings, liaising directly with the contractor supporting with new areas of work.
• Obtaining quotations on behalf of the FM team.
• Raising virtual credit cards and placing orders for the FM and the Property Services Team to purchase building materials/maintenance equipment.
• Leading on efficient and effective processes for overseeing TC access control cards for staff and visitors across the corporate estate.
• Responsible for Torquay Town Hall Assembly Hall room bookings to include all external and internal room hire.
• Ensuring the room booking system is efficient, effective, and compliant, with all clients, kept fully up to date and correct rates are charged, providing a friendly and helpful service.
• Responsible for raising room hire invoices and ensuring payment is received prior to event date.
• Processing/raising invoices/goods receipting for the FM service. This is unique to the post and will include the purchase of materials, equipment for the FM service.
• Ensuring accuracy of all FM works orders and recording required detail from the CAFM asset management system within the FM shared folders.
• Writing and producing user guides/manuals to include processes and procedures for FM services ensuring the guides are kept fully updated.
• Setting up procedures for “prevent duty” in relation to room bookings that include the checking of all clients’ who wish to use TC buildings for events this requires an up-to-date knowledge and understanding of national regulations and legislation.
• Monitoring of the Property Services Helpdesk and logging of incoming calls on management software systems.
• Liaising with contractors/suppliers and following up on outstanding jobs.
• Provide feedback to clients on jobs completed and/or outstanding work.
• Regular Customer Service Feedback Surveys on works completed and capturing, presenting data thereof.
• Reconciliation of job sheets and invoices for the FM service.
• Updating and maintaining of spreadsheets.
• Admin support for Corporate Condition Surveys and Service Level.
• Maintaining SLA documentation.
• Maintaining client and contractor data bases.
• L8MS filing system and SHE-Assure/HSB.
• Supporting the FM Manager in organising training for the FM team ensuring training records are updated.
• Arranging and processing payments for any professional fees for the FM team.
• To be able to meet deadlines in raising invoices paying contractors complying with Torbay Council finance policies.

4. Budgetary/Financial Responsibilities of the post

• Financial support duties using the company’s Financial Information Management System (FIMS) to enable the raising of purchase orders and issuing of invoices. 
• Arranging for set up of new suppliers.
• Completing payment voucher payments.
• Year-end processing.
• Processing on-line credit card requests. 
• Raising invoices and processing payments for the FM service. 
• Ensuring all FM works orders and costs are fully up to date and available on request.

5. Supervision/Line Management Responsibilities of the post

• None. 

6. Working environment and conditions of the post

• Normal working environment and conditions.

7. Physical demands of the post

• Normal physical effort. 

8. Specific resources used by the post

• FM Business Support Officers will be required to use the core systems. Other systems will be used as governed by the officer’s role.
• Core Systems:
  • Microsoft Office, Outlook, Word, Excel, PowerPoint, FIMS (Finance), Cloud Booking (Room bookings), Workflow Max (Time recording), Re-Flow Management software, CIVICA (Property Database and Helpdesk function), Assure (Health & Safety online management tool), HSB (Insurance / Inspection Reports), MyView (HR Management Tool).
• Other Systems:
  • Supply Devon, ProContract (on-line tenders and bids), i-learn (LMS), L8MS (Water Hygiene Risk Assessments). 

9. Key contacts and relationships

• External - Insert list of contacts here Clients and contacts (Torbay Council and other organisations) at every level including senior management, contractors, clients, Torbay Councillors. 
• Internal - Insert list of contacts here Staff, Board members. 

10. Other duties

• To undertake additional duties as required, commensurate with the level of the job.

Other Information

• All staff must commit to the Workplace Equality, Diversity and Inclusion Practice and Policy.
• Torbay Council is committed to safeguarding and promoting the welfare of children and applicants must be willing to undergo the checks appropriate to the post applied for.
• The post holder is expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. And are aware that the Chief Executive and the Director for Children’s Services are the Safeguarding Leads for the Council.
• This post is office based at Tor Hill House but the post holder may be required to move their base to any other location within the Council at a future date.
• As this post meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, all applicants who are offered employment will be subject to a criminal record check (Disclosure) from the Disclosure & Barring Service before the appointment is confirmed. This will include details of ALL cautions, reprimands or final warnings as well as convictions, whether “spent” or “unspent”. Criminal convictions will only be taken into account when they are relevant to the post.
• The Council operates a Smoke-Free Policy and the post-holder is prohibited from smoking in any of the Council's buildings (including Council owned and Council leased buildings, but excluding designated areas in residential schemes), enclosed spaces within the curtilage of buildings, and Council vehicles. The Council does not permit smoking breaks within work time, however, in services where the flexi-scheme is in operation, employees may take reasonable break times outside of core hours, in accordance with flexi-time arrangements. Employees should follow the flexi-scheme procedure for agreeing time away from their duties in the normal manner with their immediate colleagues and line manager, with break start and finish times being recorded, as with any other break-time arrangement. 
• The post-holder is expected to familiarise themselves with and adhere to all relevant Council Policies and Procedures.
• The post-holder must comply with the Council’s Health and Safety requirements as outlined in the H&S policy appropriate to the role.
• The post-holder must be committed to the Council’s Core Values for employees – “Torbay Council employees are committed to being forward thinking, people orientated and adaptable - always with integrity”. Evidence will be sought during the probation and appraisal processes.
• If this post is customer facing, it will require the ability to fulfil all spoken aspects of the role with confidence and fluency in English.
• If you are required to access a government system such as HMRC, DWP or The Public services network (PSN) as part of your role with the Council you will be required to complete a basic disclose with your line manager before you can access these systems. Your manager will be required to complete a verification form that confirms your identity, nationality and immigration status, employment history and unspent convictions (third party).
• If you are required to use your own vehicle on Council business or drive a council vehicle you will be asked to provide information on any driving endorsements by accessing gov.uk/view-driving-licence and providing a code to your Line Manager in order to share your driving licence information with the Council.

Person Specification

Note for Candidate

All Candidates

The supporting statement on your application form will be used to assess ability to meet the essential requirements of the role, so you should explain how you meet each of the numbered essential requirements within your supporting statement. In a competitive situation, the desirable criteria may be taken into consideration, so you are encouraged to show how you also meet each of the desirable criteria.

Candidates who consider that they have a disability

Reasonable adjustments will be made to the job, job requirements or recruitment process for candidates with a disability.

If you consider yourself to have a disability you should indicate this on your application form, providing any information you would like us to take into account with regard to your disability in order to offer a fair selection interview.

Where ever possible and reasonable we will make adjustments and offer alternatives to help you through the application and selection process.

If you have indicated that you have a disability on your application form you will be guaranteed an interview if you clearly demonstrate in your supporting evidence how you broadly meet the essential requirements of the role.

Job info	Job info details
Job Title	Senior Business Support Officer (FM)
Strategic team/Directorate	Pride in Place
Service	Facilities Management (FM)
Business unit	Asset Management

Skills and effectiveness

Essential skills and effectiveness

• Effective communication abilities. 
• High degree of accuracy and attention to detail. 
• Excellent interpersonal skills and ability to work effectively in a team. 
• Good organisational skills with the ability to determine priorities and complete tasks within deadlines. 
• A desire and willingness to learn about Facilities Management and the range of work we do. 
• Ability to multi-task and meet challenging deadlines and work with competing demands. 
• Possess a positive attitude. 
• Excellent customer services both internally and externally. 
• To work without direct supervision and manage own workload. 
• Telephone, ICT and typing skills. 
• Financial understanding and skills. 
• Initiative in developing FM CAFM systems. 
• A good understanding of FM systems and operational processes. 
• A good understanding of Power Point.
• This role requires the ability to fulfil all spoken aspects of the role with confidence and fluency in English. 
• A good knowledge of Health & Safety procedures and legislation. 

Desirable skills and effectiveness

• A good understanding of CAFM systems. 
• A good understanding of Health & Safety. 
• A good knowledge of venue hire procedures and legislation. 
• The ability to meet deadlines with regard to room hire and processing of payments/the raising of invoices to clients. 

Knowledge

Essential knowledge

• General office duties. 
• Experience in working Microsoft Word/Outlook/Excel. 
• Torbay Council financial systems. 

Desirable knowledge

• Knowledge of building maintenance. 
• Working in a professional environment. 
• Working with a wide range of software systems. 
• Health & Safety procedures and processes. 

Experience and achievements

Essential experience and achievements

• Working in an office environment. 
• Working successfully with external agencies, consultants and public. 

Desirable experience and achievements

• Working in a professional environment. 
• Local Government. 
• Working with a wide range of software systems. 
• A good understanding of FM systems. 

Qualifications/professional memberships

Essential qualifications/professional memberships

• Educated to GCSE O Level standard or equivalent. 
• GCSE/NVQ 2 or equivalent. 

Desirable qualifications/professional memberships

• Educated to A Level standard or equivalent. 

Other requirements

Other requirements of the job role

• Demonstrates a commitment to safeguard and promote the welfare of children and young people. 
• Ability to travel efficiently around the Bay/Southwest/UK in order to carry out duties.