The Estates Analyst at the British Embassy in Brasilia will have the responsibility of effectively dealing with the day-to-day operational relationship between the internal customer and the network Corporate Services Teams.  He/she will be part of a dynamic team, who will support the different Posts around the Network on all maintenance requests and customer relationship related issues. Effectively and promptly handling and recording internal customer requests and communications, complaints and evaluations. He/she will work closely with all Corporate Service Teams and will monitor customer service delivery and oversee quality control, dealing with all customer relationship issues for all staff and UKB families, contractors, properties and all other Corporate Service stakeholders. He /she will support, assist and work closely with the Head of Estates with the planning, implementation, monitoring and follow up for a diverse range of estates demands, health and safety procedures, management information systems, stakeholder management and basic process improvement.

Roles and responsibilities 

• Management: Lead and manage the local estates maintenance and cleaning team, delegating tasks effectively, supporting team learning and development, and overseeing the performance management process.
• Estates maintenance requests, contract management and Communication: Receiving and dealing with internal customer requests for estates team.  Ensuring that all internal and external customers’ day-to-day needs are met promptly and effectively.  Leading on customer communications throughout the customer service delivery process, dealing with external suppliers, tasking and chasing customer requests as necessary.  Effective and timely customer quality control feedback. Maintaining accurate and detailed maintenance request records.  Manage contracts agreements, from their creation through to their execution by the chosen party, and to the eventual termination of the contract.
• Oversee and manage the preventative property compliance checks, keeping accurate records for technical audits.
• Ensure to follow all health and safety procedures and safe systems of work during day-to-day maintenance and estate projects. Help promote a positive and effective health and safety culture at post and across teams.
• Contract and supplier management: Ensure robust contract management processes are in place for all estates preventative and project contracts. Ensure value for money is sought for all official purchases and contracts.
• Estates Ad Hoc Projects: Supporting and assisting the Head of Estates with a variety of projects, including exploring new systems to facilitate service requisitioning, and continuous process improvement.  Overseeing estates refurbishment and improvement projects.
• MI / KPIs – Feeding in and providing information to the Head of Estates on customer service quality, productivity, resource usage, consistency and results for the MI (management information) summary reports.
• Basic Process Improvements – Assisting the Head of Estates with process improvement, monitoring to identify new and innovative ways of working, simplifying and streamlining, chasing tasks that can be dropped and that can be improved with technology and the Mapping of all Network Corporate Service processes.
• Change management – To assist and support the Head of Estates with the planning and control of change projects within Corporate Services, communication strategies and effective stakeholder management.
• Provide other ad-hoc administrative support as and when required and be able to cover for other Corporate Service colleagues during absences and leave periods.
• Play an active role in wider corporate activity at the British Embassy in Brasilia, contributing to our One Team ethos.

Must live and have the right to work in Brasilia. 

• Resilience, demonstrate how to manage all requests objecting value for money outcomes.
• Quality of service
• Feedback and constancy.
• Fluent in English