1 Hills Road Cambridge CB1 2EU United Kingdom Telephone + 44 1223 553311 Fax + 44 1223 460278 www.cambridgeassessment.org.uk JOB DESCRIPTION Job Title: Building Maintenance Technician Department / Business Stream: Premises & Services / Corporate Services Division Location: Cambridge Reports to (job title): Buildings Engineering Manager JOB PURPOSE Ensure that the designated Cambridge Assessment Buildings are maintained to be safe, secure, and in excellent order by completion of helpdesk calls to target SLA, completion of planned maintenance tasks, and small improvement works. To support as appropriate the efficient and effective delivery of Front of House Services. PRINCIPAL ACCOUNTABILITIES Provide a consistent high level of customer services through systematic proactive provision of services in line with business agreed SLAs Helpdesk Calls & Building Maintenance • Ensure that all allocated helpdesk calls are prioritised to ensure minimum down time and that all technical and non-technical work is carried out in a safe and effective manner, complying with Group policies and SLA’s • Manage all types of statutory, planned, and reactive maintenance and routine checks of systems, equipment, and buildings ensuring compliance with all legal requirements and Group policies and procedures, including training received Meeting Rooms • Ensure meeting rooms are proactively managed including set up and daily checks of all rooms and equipment (both IT and non-IT) to support business and customers’ needs, recording and escalating issues to management as required • Restocking and maintenance of equipment (both IT and non-IT) including initial investigation of faults and issues, escalating to engineers when necessary • Ensure all storage areas are kept clean and correctly stocked up • Ensure all visitor issues on the day are dealt with immediately and they receive lunch vouchers and refreshments. Project Support & Staff Moves • Liaise and work with management on projects to ensure all building refurbishments, office furniture moves and other major moves are carried out efficiently to minimise business disruptions and costs. Cambridge Assessment is the brand name of the University of Cambridge Local Examinations Syndicate, a non-teaching, not-for-profit department of the University of Cambridge. Contractor and Security • Supervise and work with external contractors ensuring all relevant information and work permits are checked, inductions are completed and correct paperwork is completed in line with Group policies and statutory requirements before being handed over to the Premises Administration Team. • Where necessary or requested by management, assist with security matters particularly in regard to front desk cover and visitor greetings, building unlock/lock, and management of visitors throughout the day ensuring compliance with the Group’s security policy. Emergency Response & Compliance • Assist with the management and co-ordination of emergency responses for all emergencies as required, including building evacuation and coordination with emergency services. • Ensure compliance with all Group’s policies and procedures and legislative requirement, including but not limited to Health and Safety, Fire, Chaperoning, Contractor Management, Food Hygiene, Security, and Uniform KNOWLEDGE, SKILLS AND EXPERIENCE Qualifications • • Base trade qualification NVQ L2 Customer Service or willingness to undertake customer service training Skills • • • • • • • • • Ability to work unsupervised and to take ownership of role and responsibilities Effective problem solving Excellent attention to detail Ability to work in a high pressure customer focussed environment working to short deadlines Ability to follow policies, procedures, and instructions Ability to build effective customer relationships in order to provide excellent customer service Effective communicator (both written and verbal) Willingness to undertake First - aid training Basic IT skills e.g. Word/Excel Experience • • • • • • Undertaking and completing technical planned and reactive maintenance work / tasks Experience in similar role or construction trade based role Working in a support service and/or customer service focused environment Delivering support services within set SLA’s, policies and procedures Experience of working with a helpdesk system Experience of contractor supervision Behaviours • • • • • • • • • • Committed and motivated to achieving 100% customer satisfaction by demonstrating:Team player Highly flexible “Can do” attitude Keen attention to detail Take on challenges Embrace change Driven and Enthusiastic Takes pride in personal appearance Confident approach to tasks