FM Helpdesk Manager
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Full Time/Permanent
Engineering, Maintenance
£50,000 to £74,999
£40k - 55k per year
North West
Newcastle upon Tyne
2821
18-01-2022 03:11 PM
15/02/2022 03:11
FM Helpdesk Manager
Newcastle
£40K - £55K plus benefits
12 month fixed term ( possible extension)
Flexibility of working from home half of the week
Our client is looking for a FM Helpdesk Manager to join their business to cover maternity on a 12 month contract. However, there may be the possibility of an extension to this.
The Role
- Lead, manage and motivate the FM Helpdesk team ensuring great client experience; maintain a clear link with the B2B operational strategy and the performance requirements for operational delivery
- Understand and support clients' needs, including utilisation of various CAFM systems
- Support the staff with continuous and effective learning and development opportunities, as well as a positive employee engagement
- Develop clear target setting to manage all Key Performance Indicators, manage strong Service Level and Operating Level agreements with the desire to identify trends, manage failure demand, ma i ximise productivity, and improve quality
- Active participation with any contract mobilisations (or de-mobilisations) to ensure successful on-boarding of new work
- Support implementation of new solutions to drive continuous efficiencies and service improvements
- Deliver insights and recommendations on customer pain points
- Provide performance commentary, feedback and service improvement plans through regular and adhoc reporting.
- Overall budgetary management for the area, in conjunction with the head of the service line
- Provide clear, effective leadership to inspire, motivate
- Standard helpdesk metrics including but not limited to average answer time speed to answer , average call handlin g time, abandon ment ed rate, time to respond to emails
- Meet all contractual SLAs
- Build and maintain effective professional customer relationships and communication; encourage and proactively seek customer feedback (surveys, insights, compliments, and complaints)
The Team of 21 staff with team leaders. Supporting 24x7x365 services covering ~30 external contracts and large internal mobile engineer organisation supporting UK and Ireland. Departmental budget circa £ 900k ; 5 CAFM systems.
Qualifications & Experience
Essential Skills
- Managing a contact centre (B2B)
- Proven track record developing, managing key metrics and stakeholder engagement
- Proven track record delivering and maintaining quality support and outcomes for customers
- Well-spoken, confident presenter
Desirable Skills
- Previous experience in facilities management (to understand the customer needs)
- Managing FM Helpdesk contact centre
Essential
- Qualified to degree level, or equivalent professional qualification or specific relevant work experience at this level for 3-5 years
Desirable
- Hands on experience managing FM activities (Qualified facilities manager)
- Hands on experience of managing a 24x7x365 support service.
If you are interested, please apply immediately
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