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FM Helpdesk & Compliance Operator

Salary: £23,110

Mitie Care & Custody (C&C) is driven by a bold vision: to establish HMP Millsike as a place of restoration and rehabilitation, where prisoners can unlock their full potential and make meaningful, positive changes in their lives. We are excited by the opportunity Millsike presents: a blank canvas on which we can paint a bright future for our prisoners. Our mission is clear: to create an environment that empowers, inspires, and supports individuals to re-enter society with hope, purpose, and a life plan. To achieve this, we will set a culture of rehabilitation and restoration underpinned by integrity and high expectations. Prisoners will experience a dramatic shift from traditional prison environments. Millsike will be a vibrant, bustling community, teeming with industry, activity and opportunities for personal growth. Above all, we will ensure our approach offers a deep sense of safety/respect, through a supportive, uplifting environment, that helps prisoners to see their potential and that unlocks a brighter future for all.

Job objectives and responsibilities

We are looking for a dedicated individual to provide first-line helpdesk support and serve as the primary point of contact for various facilities management requirements and administrative tasks. This role involves liaising with team members to ensure the best resolution, handling incoming calls, and allocating work based on pre-agreed priorities. You will build outstanding work relationships with contractors and external agencies, ensuring all reported jobs are processed in a timely manner.

Monitoring the completion of Planned Preventive Maintenance and Helpdesk tasks to ensure contract compliance is essential. You will control and update critical business issues daily and escalate any issues that could lead to breaches of statutory, mandatory, and contractual obligations to the Head of FM.

Responsibilities include logging and processing job quotes, maintaining full auditable trails for invoices, timesheets, material orders, and goods received notes. You will receive and return phone calls to support the facilities function, ensuring all activities are managed professionally. Checking and maintaining the FM Helpdesk Inbox, scheduling reactive and help desk call-outs, and opening and closing jobs are also part of your duties.

You will review jobs received during the working day and allocate them accordingly to engineers, process purchase orders and invoices, and issue and close planned and reactive maintenance visits. Data inputting, supporting the Office & Contract Managers in the administration and delivery of departmental objectives, and attending to queries as they arise are key aspects of this role.

General administration support, daily chasing and liaison, raising corrective maintenance tasks following PPM completed tasks, and investigating and reporting on infrastructure shortfalls, problems, and incidents are also required. You will actively implement the planned and reactive maintenance and monitoring of all electrical and mechanical equipment and systems within scope as needed.

Person Specification

The ideal candidate will have basic to intermediate IT skills, including proficiency in Microsoft Excel, Word, and Outlook, along with some experience in updating systems. They should possess knowledge of the industry's standards and regulations and have experience operating in a facilities management environment. Additionally, experience in M&E services and buildings maintenance administration is required.

As a business, Mitie Care & Custody is committed to diversity and inclusion and we would welcome applications from a wide range of backgrounds including veterans, those looking for a career change, and people who have experience in social care or a learning environment. Full training will be given where applicable, and we would encourage anyone who might be thinking about a role in a secure establishment to get in touch.

Our purpose: our expertise, care, technology, and insight create amazing work environments, helping our customers be exceptional every day.

Our promise to our people: a place to work where you can thrive and be your best every day.

Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

Our culture – our core values and how we behave:

We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.

We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of the company. We treat others as we would like to be treated. We are proud to work for Mitie.

We go the extra mile: whether its keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers, and keeping our promises is in our DNA.

Our diversity makes us stronger: we are immensely proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.

Our customers' business is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.