Facilities Helpdesk Manager
CBW Staffing Solutions
A leading facilities and maintenance provider is looking to appoint an experienced Facilities Helpdesk Manager to oversee and lead a busy, customer-focused Helpdesk operation based in Basildon.
This is a key leadership position for an experienced Facilities, Maintenance or FM Helpdesk professional who is looking to take responsibility for operational performance, customer relationships, team development and continuous improvement. You will be responsible for ensuring the Helpdesk operates efficiently and delivers a consistently high level of service, while meeting contractual KPIs and SLAs and maintaining strong relationships with customers, contractors and internal stakeholders.
This is a fully office-based position in Basildon, working Monday to Friday, 8:30am to 5:00pm.
The successful candidate will have previous experience managing a Facilities, Maintenance or FM Helpdesk, ideally within a facilities and maintenance provider, facilities management, property services or a similar environment. You'll be an experienced people manager with the confidence to lead a busy operation, manage customer escalations and make decisions in a fast-paced environment.
Experience & Skills
- Previous experience managing a Facilities, Maintenance or FM Helpdesk.
- Strong people leadership and team management experience.
- Experience working to contractual KPIs and SLAs.
- Good understanding of reactive and planned maintenance.
- Experience managing contractors and third-party suppliers.
- Strong customer service and relationship management skills.
- Confident handling customer complaints and escalations.
- Excellent organisational and prioritisation skills.
- Strong problem-solving and decision-making ability.
- Commercial awareness and an understanding of operational performance.
- A proactive approach to continuous improvement.
- Excellent communication and influencing skills.
- Take ownership of the customer experience across the Helpdesk operation.
- Build and maintain strong relationships with key customers and stakeholders.
- Act as a senior point of contact for customer queries, concerns and escalations.
- Lead the resolution of customer complaints, ensuring issues are dealt with promptly and professionally.
- Ensure customers receive clear and regular communication throughout the lifecycle of maintenance works.
- Identify recurring service issues and introduce preventative measures to improve customer satisfaction and retention.
- Lead the day-to-day operation of the Facilities Helpdesk, ensuring a professional, efficient and responsive service.
- Oversee reactive and planned maintenance requests from initial instruction through to completion.
- Manage workloads, priorities and resources to ensure service levels are consistently maintained.
- Ensure Priority 1 and Priority 2 works are managed effectively, with appropriate communication and escalation.
- Monitor workflow, outstanding and aged jobs, taking action to minimise delays.
- Monitor contractor performance and ensure works are delivered within agreed timescales and to the required standards.
- Ensure quotations are progressed efficiently and followed up to minimise customer delays.
- Identify operational risks and implement effective solutions.
- Lead, coach and develop the Helpdesk team to achieve high levels of performance.
- Create a positive, accountable and customer-focused working environment.
- Set clear expectations and ensure team members understand their responsibilities and targets.
- Conduct regular one-to-one meetings, appraisals and performance reviews.
- Identify training and development needs and support ongoing employee development.
- Support recruitment, onboarding and training of new team members.
- Manage attendance, wellbeing and performance in partnership with HR.
- Take ownership of Helpdesk KPIs, SLAs and operational performance.
- Monitor performance data and identify trends, risks and opportunities for improvement.
- Produce regular reports and provide recommendations to senior management.
- Monitor quotation turnaround times and identify opportunities to improve efficiency.
- Review and improve Helpdesk processes, systems and procedures.
- Drive continuous improvement initiatives to enhance productivity, service quality and customer satisfaction.
- Support wider operational and strategic improvement programmes.
- Make effective day-to-day operational decisions to maintain service delivery.
- Balance customer requirements, team resources and operational priorities.
- Identify opportunities to improve efficiency and commercial performance.
- Ensure operational activity is delivered in line with contractual obligations and company procedures.
- Escalate significant operational, customer or commercial risks where appropriate.
- Contribute to the continued growth and success of the wider business.
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