Reactive Maintenance Advisor

About the role

This an opportunity to work within Operations as a Reactive Maintenance Advisor on our Property Helpdesk. Operations are responsible for ensuring the smooth day to day running and maintenance of a variety of buildings owned by North Northants Council.

Reactive Maintenance Advisors provide operational support for both occupied and unoccupied properties across our estate, including North Northants Council Corporate properties, Country Parks, Days Centres, Libraries and Northants Children's Trust properties.

The role reports into the Helpdesk Team Leader

What will you be doing?

Your role will be to effectively manage and respond to reactive maintenance requests ensuring that customer incidents are managed in line with Service Level Agreements (SLAs) to provide ‘fit for purpose’ properties for occupiers

Reactive Maintenance Advisors are responsible for raising orders for any reactive maintenance for properties owned by North Northants Council via the helpdesk service. The main accountabilities are shown below:-

1. To assess and approve all expenditure within set parameters for property reactive maintenance requests. Each advisor has authority to raise individual orders up to £200.

2. To resolve facilities/reactive maintenance queries by telephone, email or face to face in accordance with Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s).

3. To provide exceptional customer service, always ensuring requestors are regularly updated on progress of their incident.

4. To provide excellent working relationships with service group users and our external suppliers, our partners and other stakeholders.

5. Ensure that reasonable care is taken at all times for the health, safety and welfare of yourself, other persons, and to comply with the policies and procedures relating to health.

6. Carry out any other duties which fall within the broad spirit, scope and purpose of this job description and which are commensurate with the grade of the post. This will include helping to cover reception in the Cube during reception staff's absence.

About you

We are looking for someone who has excellent customer service skills and is used to working in a busy office environment.

We do ask that you have two GCSE's or equivalent in English & Mathematics

You should be able to provide services that places the customer at the heart of what we do.

Excellent communication skills, listening and verbal are essential

An intermediate knowledge of Microsoft Office is necessary.

You should able to work within a team with the ability to develop and maintain good working relationships with a wide range of customers , stakeholders and partners

Our Benefits

Here at North Northamptonshire Council, we’re transforming for the better, using all our creativity and imagination to create the best life for our local people.

You’ll find that we have a wide range of careers that may be more surprising than you think!

Why choose us?

We offer a vibrant working environment with:

• a competitive salary
• a pension scheme, where we pay a significant contribution on top of your contribution. It provides life cover and ill-health protection.
• lots of opportunities to develop your skills, knowledge and potential in a large unitary council
• generous leave entitlement (28 days, rising to 33 days) and bank holidays, plus the option to buy up to an extra 10 days
• hybrid and flexible working arrangements, where practicable for service needs to help you with a healthy work-life balance.

We provide a range of great benefits such as an Employee Assistance Programme, an Employee Benefits Scheme, wellbeing support, travel rates at HMRC rates, as well as supporting a range of active Employee Network Groups.

About us

Our Values and Behaviours

Our values define who we are and how we operate, by forming the foundation for how we interact with our customers, colleagues and provide our services. They are also at the forefront of our decision making and delivery and are:

Customer-focused
Respectful
Efficient
Supportive
Trustworthy

Our key commitments help ensure that the priorities we make, now and in the future, maintain the necessary breadth of focus in those areas that we believe matter most.

Disability Confident Employer

We are proud to be a recognised Disability Confident Employer and is committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role.

Our Employment and Disability Service provides bespoke support to individuals facing barriers to employment, helping them work towards their goals to start, stay and succeed in employment. For further information please click here The Employment and Disability Service (EADS) | North Northamptonshire Council

Armed Forces Community

The council obtained the Gold status award for the Defence Employer Recognition Scheme (ERS).

Further information can be found at Jobs and careers | North Northamptonshire Council (northnorthants.gov.uk)