FM Helpdesk Manager

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