Service Desk Coordinator - Estates and Facilities

It is our mission to identify and protect vulnerable people, prevent, and respond to harm and keep people safe.

We are seeking a proactive and customer-focused Service Desk Coordinator to join our Estates & Facilities (E&F) team, working as part of a small but busy team across our Reception and Service Desk team, supporting Sussex Police.

This role is essential in ensuring that all E&F services operate efficiently to support the operational needs of our policing teams. You will play a key part in maintaining safe, functional, and compliant police estate environments while delivering high-quality service to internal stakeholders, and external contractors.

The position will consist of 37 hours per week, Monday to Friday, with a shift pattern of 08:00-16:00 with 30 minutes for lunch.

The role will be based at Lewes Headquarters, with the potential for agile working within the agile working policy at either your local police station or working from home, however the post holder is expected to attend the office a minimum of 4 days per week.

Key Responsibilities

Service Desk:

Acting as the first point of contact, you will deliver a comprehensive service recording and responding to customer queries, triage requests and ensuring all incidents, challenges and service requests managed through the Service Desk are classified, prioritised, resourced, and remedied using the online facilities management system, alongside providing administrative, financial, and postal services. Queries include maintenance fault reports, contractor attendance requests, contract related issues including cleaning, waste management, and grounds maintenance.

Using finance systems to provide a cost-effective service when purchasing items for Estates and Facilities, including the sourcing of products, suppliers and quotes on request, the creation of purchase orders, and processing of invoices. Ensuring all activity adheres to Finance and Procurement policies and procedures.

The successful candidate will require excellent communication skills interacting with visitors and customers through a range of mediums - face to face, email, telephone, and Teams or Skype.

Reception:

At Sussex Police HQ you will interact with a wide range of individuals in person, via email and telephone. It is important that the successful candidate can assess the situation and adapt their communication style to meet the needs of those attending site. This could at times include interacting with individuals who may appear hostile towards the Police. In these circumstances the post holder must be able to remain calm whilst working under pressure.

Issue identification passes to visitors, contractors and suppliers, officers, and staff, directing them to parking facilities and classrooms. Producing identification cards using the computerised access control and card production system. Maintain and update relevant systems ensuring that data is secure, accurate and up to date, ensuring that any temporary or leaver passes issued are recovered.

Maintain relevant registers, records and diaries held or used within the reception area or function ensuring they are available for inspection as required.

Working closely with the Security Team who are responsible for the site, ensuring only authorised people are permitted on site in line with force policies, this includes checking IDs of those attending site and where required, their vetting level.

• Educated to GCSE standard or equivalent experience in Customer Service

Knowledge, skills and experience:

• Experience of office administration, customer service or similar is desirable.
• IT Literate with experience of using Internet, Microsoft Outlook, Word, and Excel.
• Capable of communicating with internal and external contacts using a range of platforms (for example, telephone, email, or instant messaging).
• Capable of building and maintaining effective business relationships with stakeholders and suppliers.
• Quick thinking and reactive problem solving.
• Ability to work accurately and methodically with minimal supervision.
• Strong planning and organising skills with the ability to manage deadlines.
• Knowledge of office safety.

Experience of (Ability to learn);

• using a CAFM system
• using SAP for purchasing
• using Interflex or Aeos

The starting salary for this role will usually be at the bottom of the salary range and will be pro-rata if the working hours are less than full time.

Chief Constables' Message

We really welcome your interest in joining our Police Force. It is a privilege to lead the teams in Surrey Police and Sussex Police who continuously work selflessly and tirelessly in order to keep people in our counties safe.

We are looking for talented and inspirational people who put the needs of the public at the heart of everything that they do and who want to make a difference. If you feel you are that person then we want to hear from you.

We wish you all the very best with your application.

Chief Constable Tim De Meyer & Chief Constable Jo Shiner, We take pride in looking after our people and offer a variety of benefits;

• career progression
• contributory pension scheme (LGPS)
• generous annual leave allowance
• discounts for everyday spend
• on-site gyms and a range of sports clubs
• generous and supportive parental leave
• financial and mental wellbeing guidance and support
• discounted contributory healthcare scheme, Following submission of your application you will receive a confirmation email with a copy of your application attached. Occasionally emails from this address can fall into spam/junk folders so please ensure this is checked regularly. You may wish to consider adding noreply@policejobssurreyandsussex.as.recruitmail.com to your address/contact list to ensure you receive all communications.

This post is being advertised in parallel with Force redeployment processes. Any redeployees who are identified will be given preference. This may result in the post being withdrawn at any point during the recruitment process.

Please note that not all jobs are available for internal candidates across both Forces, the current agreed recruitment principles are;

• vacancies in collaborated units are available to all officers and staff across both Forces
• vacancies in non-collaborated units are only available to officers and staff within the Force with the vacancy unless it is advertised externally
• if the vacancy is advertised externally and an officer or member of staff from the other Force is successful it will result in a transfer of employment