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Facilities Helpdesk Manager
3 months ago
Position: Facilities Helpdesk Manager
Location: Kenilworth
Salary: £35k
Contract: Permanent
We are working with a leading facilities maintenance provider to recruit an experienced Facilities Helpdesk Manager to join and lead a team across various FM key accounts at their office in Kenilworth.
Duties include:
• Management of the helpdesk function, line management of team of helpdesk coordinators.
• Managing the end to end process of reactive call management, including logging of the work, liaising with the operational teams, uploading of any relevant documentation, customer expectation management, communication with the customer through the journey, and closing the job in the system.
• Ensuring excellent levels of customer service throughout the journey
• Managing the scheduling of project works and distribution to site teams through to closing of jobs with correct documentation and compliance.
• Communicating with end client and customers
• Chasing quotes.
• Monitoring KPI's and SLA
• Improvement plans against poor performing areas.
• Working directly with operational teams to drive continuous improvement
The ideal candidate:
The successful candidate will have -
• Previous experience of managing a Helpdesk within a Facilities Maintenance environment
