Operations Assistant

Job content

OBJECTIVE OF ROLE
The Operations Assistant (OA) will be responsible for providing
Excellent customer service
Compliance with all health and safety and environmental requirements in addition to the managing agent’s best practice, procedures and systems
Assist with management of the contracted service teams, through their managers and site supervisor
Ensure the delivery of the Centre’s maintenance, mleaning, car park, health and safety, security and service charge provision to the performance standards required and within the cost budgets permitted by the Client
Provide administrative support to Centre Manager and Administration and Systems Manager

Delivery will be in line with JLL best practice standards to ensure the highest standards of management to the Centre.

TEAM STRUCTURE
You will report to and seek direction from the Centre Manager, taking guidance as appropriate from the Administration and Systems Manager.

KEY RESPONSIBILITIES AND DELIVERABLES
Operational
Ensure the JLL Health and Safety reporting is maintained and to take appropriate actions as
directed
Update and pursue information regarding Tenant Trackers for Tenants’ health and safety information (Health & Safety Risk Assessments, Fire Risk Assessments, 5-year fixed wire testing, Waste Transfer notes etc) and chasing the tenants for the relevant documentation and alerting the Centre Manager when a tenant fails to comply
Assist in the management of contractors for both directly instructed and tenants contractors. Ensure that risk and method statements are processed in accordance with site procedures
Carry out visual checks of all reactive / planned maintenance works completed on site and alert any possible non-compliance to the Centre Manager
E-Log BooksRaise reactive job instructions as required by Centre Manager
Monitor performance of contractors and where necessary update E-Log Book Portal to effectively manage attendance on site and check all works on completion

RiskwiseReporting of incidents
Uploading comments and documents as instructed to inspections, events and tasks
Generating tasks as instructed
Upload accident packs to every accident event logged on Risk Wise
Regular checks of Riskwise to ensure compliance with prompts sent when the events/inspections & actions/tasks are due for completion
Upload the daily and weekly checks and void unit checks

Where actions and tasks can be closed on Riskwise, to do this, uploading relevant completion documentation
Fire Warden Duties
Dealing with contractor queries as they arise
Liaise with the lift engineers to ensure that the monthly services are carried out and any outstanding maintenance issues are rectified and any other tasks relating to the day to day running of the equipment is kept up to date. Issue permits for these works as and when required
Along with the operational team ensure that a fire inspection of retailers’ units is undertaken at least annually

General Administration
Oversee all centre facility and contractor management specifically, building fabric planned maintenance work and re-active maintenance, mechanical and electrical works and car park maintenance
Ensure compliance with all insurer’s requirements
Liaise with the managing agent’s Regional Operations Manager and the relevant departments responsible for procurement and Socially Responsible Management as required, providing relevant performance reports when required
Prepare and deliver operational reports as required
Answering the telephone and logging and professionally dealing with all queries and complaints
Take notes and produce minutes of meetings as required
Assist the Centre Manager in the development of and compliance with the Centre’s emergency planning and business resumption plan, reviewing and updating as necessary to ensure optimum effectiveness
Assist in ensuring the Tenants’ Handbook is updated and issued as required
Liaise with all new tenants and oversee the provision of health and safety and operational induction during shop fit period and/or within the first weeks of their arrival
Ensure compliance with the managing agent’s Working Practices Manual where applicable
Oversee all accident and incident reporting, including insurance and statutory forms and procedures
Motivate the contractors to achieve required standards via monitoring of key performance indicators
Assist Centre Manager with management of planned maintenance budget and works
Manage fabric repairs as required regarding budget controls
Assist in the management of project works
Assist managing agent in any shop fit plan approvals with input from Centre Manager where required
Liaise with owners’ representatives when required
Any other duties reasonably requested by the Centre Manager

Compliance
Ensure all the contractors’ staff are aware of health and safety procedures and are compliant with appropriate regulations.
Assist the Centre Manager in overseeing all aspects of centre health and safety in accordance with the managing agent’s management systems and procedures ensuring the safety of all shoppers, employees, contractors and tenants
Ensure the centre complies with the managing agent’s and client’s policy on energy procurement and environmental management
Ensure that utility costs are managed effectively without compromising the quality of service provided to the centre’s shoppers or retailers
Ensure that all data input required to carry out the Energy Certification process on behalf of the client is provided.
Supervise the activities of tenants’ and landlord’s contractors to ensure compliance with health and safety and centre rules and regulations
With the Centre Manager, review the work performance of contractors to ensure standards are met, reporting to the managing agent’s Procurement team any failures to provide required standards of performance
Liaise with town centre security stakeholders, ensuring that the centre participates in town centre initiatives
Oversee the management of the centre’s CCTV and radio equipment and operations to ensure compliance with statutory regulations
Ensure that all waste removal complies with statutory regulations
Actively liaise with tenants to ensure that an effective tenant risk inventory is in place

Insurance
To be responsible for handling insurance claims paperwork and maintaining full records of claims incidents, liaising with managing agent and landlord brokers as directed
Inform insurer of any sprinkler drain down works being undertaken by the Centre and Tenants
Process any claims letters from solicitors to insurers and forward Accident Investigation Pack

REQUIRED QUALIFICATIONS, SKILLS AND EXPERIENCE
Essential
Good administrative and IT skills (Word, Excel and PowerPoint)
Strong customer relations skills and ability to work and integrate in an already established team
Strong organisational skills – ability to multitask and prioritise workload
Ability to work on own initiative, to listen and willingness to learn
Team player – maintain close working relationships with all other employees of the business to assist in the facilitation of projects
Ability to demonstrate utmost discretion when dealing with all sensitive and confidential information
Results and achievement orientated to high standards

Desirable
Experience in managing health and safety risks and managing compliance within a busy workplace
Recognised qualifications in facilities management or technical services
Good numeracy skills with experience monitoring expenditure against budgets, meeting deadlines and working within financial limits