The Estate Management team are looking for a Helpdesk Administrator to support on a part time basis to support the Estate Management Systems & Planning Manager.

What you will be doing

• Receive and return phone calls in support of the Facilities function to ensure all activities are managed in a professional and efficient manner. Check and maintain the EM Helpdesk Outlook inbox and deal with issues as required. Update requestors with the status of their request and assist in carrying out customer satisfaction surveys.
• Support and operate the CAFM system (Concept Evolution), issuing and closing planned & reactive work orders, and amending asset/locational information when required. Assist with the future development of the CAFM system, including the implementation of the facilities booking tool and stores module.
• Input data in support of the planned preventative system, utilising other systems such as SFG20 to ensure the asset database is fully comprehensive.
• Assist in the forecasting and management of contractors planned & reactive maintenance visits.
• Support and operate the Compliance Monitoring System and assist with the collation of compliance documentation, ensuring that all documentation is up to date and uploaded correctly. When actions are required, ensure these are loaded into the CAFM system and completed within agreed SLA’s.
• Organise and issue keys, accreditation passes and access control cards.
• Support the operation of the AELTC vehicle fleet, issuing keys, controlling fuel cards/receipts, logging use and booking services/repairs.
• Support the management of the occupation of the AELTC residential properties. When required, ensure the properties are correctly maintained and the housekeeping services provided are to an appropriate standard. Visit properties as required, in conjunction with the rest of the EM Helpdesk team.
• Produce statutory and non-statutory signage on site.
• Assist with the reporting of energy usage including gas, water, and electricity.
• Carry out routine administrative duties, such as diary management, database management, preparation of correspondence, filing (electronic and hard copy), copying and scanning.
• Process purchase orders and invoices through the Agresso Finance system.
• Provide cover for colleagues during periods of sickness, training, and holiday.
• Support the EM managers in their day-to-day operation.
• Work closely with the rest of the EM Helpdesk team to ensure excellent service delivery across the business.
• Undertake other duties within the scope of the Facilities function as requested by the Head of Estate Management.
• The year-round basic working hours are 8am to 4pm, Thursday and Friday, with an hour for lunch although flexibility is required to meet the demands of the job.

What part your role will play in The Championships

• Support the EM department’s Championships build operation by ensuring tasks are raised, monitored, and closed within the CAFM system and updating the organisation’s overall build schedule accordingly.
• Provide a professional and friendly service to the various stakeholders who contact the EM Helpdesk in the build-up and during the Championships, such as Stewards, Hospitality, Security, Catering, and Cleaning.
• Prioritise and distribute the large number of reactive tasks to the EM Team and on-site contractors via the CAFM system. Ensure tasks are distributed promptly so that they can be resolved by the EM Team efficiently.
• Assist with the planning and execution of the derig period for vehicle access, including liaising with contractors to ensure the schedule is accurate and is followed.
• During the build-up to the Championships (June), basic working hours may vary, requiring earlier/later start and finish times. The job holder will also need to be available to work some weekends during the build-up period to meet operational requirements.
• During the Championships, the job holder must be available to work up to 12 hours a day, including weekends.

About you

• Excellent written and verbal communication skill.
• Basic numeracy.
• Strong IT skills, at least Intermediate level in Word, Excel, and PowerPoint.
• Some experience in a Facilities/Estate Management department using a CAFM system, ideally within a corporate environment.
• Excellent customer service skills, with the ability to professionally answer queries and resolve problems.
• Able to communicate effectively face to face, by telephone and email to people at all levels.
• Able to build and maintain effective internal and external working relationships.
• Accurate with excellent attention to detail.
• Able to cope well with periods of pressure.
• Organised, self-motivated, enthusiastic, and reliable.
• A positive and helpful manner.
• Proactive and flexible approach with the ability to work independently as well as part of a team.

About us

• The All England Lawn Tennis Club (Championships) Limited (AELTC) organises and stages The Wimbledon Lawn Tennis Championships, widely regarded as the world’s premier tennis tournament and are home to one of the world’s most prestigious tennis clubs.
• Our business has grown in recent years and we expect that success to continue. We have plans to further improve our facilities and invest in our people in future years. Our success is important to us and we are guided by our key values of Heritage, Integrity, Respect and Excellence.
• The Estate Management Department’s role is to manage and maintain the AELTC Estate including grounds and buildings to an extremely high standard, to deliver projects and to support the preparation and operation of the Estate for The Championships.
• The Estate Management Department provides a comprehensive response to all reactive and planned maintenance and operations across the Estate, including electrical, mechanical, public health, cleaning, waste management, pest control, support services, construction, painting, and carpentry requests, which are all distributed and monitored via the EM Helpdesk. The department has a particular focus on managing and monitoring the Statutory Compliance items across the Estate to ensure a safe environment is provided to everyone on site. Over the course of the year, approximately 10,000 reactive requests are made to the EM Team; 4000 of these are during the Championships fortnight alone. On top of this, the EM Team also complete the routine Planned Preventative Maintenance programme across all MEP and fabric assets around the grounds, using our in-house team and contractors.