Purpose of the Role

The Helpdesk and Permit Coordinator works within the Facilities Management team, primarily responsible for ensuring the smooth operation of the Centre's helpdesk systems and the coordination of permit processes. As a key member of the team, you will act as the central point of contact for all permit requests, ensuring that all necessary approvals and documentation are processed efficiently, maintaining a secure and compliant environment for both staff and external contractors.

Your role will involve working closely with contractors, service providers, and internal departments to manage and track service requests, ensuring that all operational activities adhere to statutory compliance and health and safety regulations. You will oversee the CAFM system and other relevant software to ensure the accurate input and retrieval of data, driving operational efficiency and clear communication across teams. You will also be instrumental in ensuring that all permits, including those for high-risk activities, are completed accurately and on time to minimise disruption and ensure the safety of the centre.

You will have the ability to adapt to a fast-paced changing environment, to act decisively with an uncompromising eye for detail and to ensure the Centre compliance is presented to the highest standards of safety so the Centre can operate safely and legally.

Key Responsibilities

The role includes a variety of tasks including the following:

· You are an ambassador for the Centre and your area of work and as such you will actively promote recognition for the team, the Centre, and the wider business through your exemplary behaviour. Playing your part in the wider team and leading your team to be the best.

· You have a clear vision for the application of Customer Service in all endeavours. You lead by example, uplifting the team, and instill a passion for excellence in delivering customer service. This not only relates to our customers, but to all stakeholders, including contractors, retailers, and colleagues.

· You will promote our operational focus on compliance, communication, consistency, and collaboration in all you deliver. You are focused on leading a safe Centre and complying with legal requirements. You will embed and lead efficient processes with innovation and consistency.

Main duties

Helpdesk Functionality

· Ensure the centre’s work permit authorisation process is followed with contractor’s on-site activities are conducted in line with Centre procedures. Assign and manage tasks to centres sub-contractors in line with agreed SLAs ensuring before any contractor comes to site, they are registered on the Contractor Tracker system and have submitted a valid permit for access with adequate insurance coverage and other prerequisites as required. To complete regular and scheduled contractor observations with sub-contractors onsite.

· Liaise with service providers, onsite engineering team, other operational departments, and Savills Safety+ team, in pursuit of ensuring the Centre’s adherence to legal obligation and businesses objectives. To support the broader department functionality.

· Oversee reactive and planned maintenance, working closely with the Technical Team to ensure statutory compliance, and manage task logging. Working closely with the ABM technical team to log, allocate, and manage the Reactive and Planned Maintenance tasks assigned to them. Collaborating with the ABM Contract Manager to report on labour utilisation and task performance data.

· Support the broader department functionality, including statutory compliance, insurance claims, and Contract Management. To ensure the continual security of all Company and Retail Partner’s assets and confidential information.

Leadership

· Day-to-day monitoring and updating of several bespoke software platforms, as well as coordinating inputs and workflows with internal and external service providers.

· Take ownership of personal development by attending all required training sessions and engaging actively in opportunities for professional growth.

Risk Management

· You will have a clear focus on operating safely and legally. Managing and ensuring compliance with all aspects of health, safety, quality assurance, and environmental standards across the Centre.

· Manage and coordinate the various systems, policies and processes associated with the Centre’s statutory compliance and asset control and management. Ensure all labour utilisation and/or quality-based records and files are reviewed and kept up to date and any changes communicated to the Centre Management Teams.

· Report any defects within the Centre through established channels, track follow-ups, and verify resolution. Ensure all areas, including the building, malls, and car parks, are safe, clean, and fit for purpose, efficiently addressing any issues to maintain a secure and welcoming environment for customers, retailers, and team members.

Operational Excellence

· Set objectives for direct reports and review quarterly. Ensure same approach and mechanisms for all relevant persons within area of responsibility. Keep all site-based company information manuals up to date and available.

· Co-operate in the delivery of projects and/ or activities that impact the centre. Work with internal and external auditors to resolve issues and/ or provide information as required.

· Support corporate responsibility objectives including personal support to community projects and activities including at least one day volunteering as part of the Foundation pledge.

Skills, Knowledge and Experience

Person specification:

· Outstanding organizational skills with the ability to independently balance competing priorities and manage workloads effectively.

· Strong interpersonal and communication skills, both oral and written, with a professional, approachable, and customer-focused manner.

· Reliable and responsible, with a flexible, hands-on approach to problem-solving and the ability to stay calm under pressure.

· Detail-oriented and standards-driven, with a solid understanding of compliance in the workplace and utmost discretion in handling sensitive information.

· Adaptable to change with a collaborative team spirit, confidently briefing key messages and engaging with stakeholders across all levels.

Qualifications and experience:

Essential:

· IOSH Managing Safely qualification or higher.

· Proficiency with CAFM, Zinc, Safety Culture, and C-Tracker operational platforms.

· Experience in engaging with external service providers to ensure smooth operational delivery. Competency and understanding of PPM (Planned Preventative Maintenance) regimes and related processes.

· In-depth knowledge and experience of health and safety legislation, Centre and Savills policies, and best practices.

· Adaptability and flexibility in a busy, multi-skilled office environment. Proficiency in Microsoft Office applications and experience with bespoke software platforms.

· A strong understanding of the need for confidentiality when dealing with both internal and external information.

Desirable:

· Experience of working in a technical department or similar operational environment.

· Strong knowledge of Retail and Landlord areas of the Scheme, including operational priorities.

· Knowledge of facilities management, M&E plant (Mechanical & Electrical systems), statutory compliance subjects.

· Experience with or knowledge of insurance claims and processes, particularly in relation to facilities management.

Salary: £30,724.00 per annum

Hours: Monday to Friday – 0830 - 1700, 40 hours per week

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