Compliance & Helpdesk Manager

3 weeks ago

Staffordshire, United Kingdom Pinnacle Group Full time

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure – including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our FM business delivers Facilities Management to homes, public and private sector bodies including Registered Providers, schools, universities and blue light statutory authorities. We pride ourselves on placing people at the center of what we do, while maintaining our values of high quality and excellent customer care.

The Role - Helpdesk & Compliance Manager

The Compliance Manager will provide support to the Contract Manager and supervise the helpdesk operative, delivering a joined-up approach to Compliance and services across the contract.

The post holder will need to possess excellent management skills and be able to communicate at all levels, inspire compliance in processes, procedures and working practices across the contract. You will be customer focused and able to assist in the delivery of a wide range of services to a demanding client and end user.

Duties/Key Responsibilities

Provide support and development of audits across the contract both Hard FM and helpdesk.

The role will also act as liaison between the Contract manager and the Pinnacle Group Health & Safety team, ensuring we are prepared for all audits and any following actions are closed off promptly. To act as support during Client audits.

To act as a CAFM super user, including development & training, to be first contact and Helpdesk Support, report development, customer Satisfaction Surveys & reporting, ISO 9001 and 14001 development and liaison with the Contract Manager, development of an environmental programme

Oversee and support the development of Contract Invoicing, making sure service fees are invoiced promptly and correct penalties are applied.

Supporting the Contract Manager to develop budgets and managing future risks, as well as reporting on debt.

Manage, monitor, review and improve compliance to the contract, either directly or through contractors.

Be proactive in identifying cost-saving and profit-making opportunities within the bounds of the contract specification.

Monitor and review actual costs against budget and take timely action to rectify any projected over spend. Influence and negotiate with stakeholders when necessary to achieve the best outcome for the organisation, within the bounds of the contract

Understand the organisation's strategic aims and translate them into practice

Assist the Contract Manager to develop and maintain systems and procedures to ensure the smooth running of the service.

To proactively monitor and measure customer satisfaction both quantitively and qualitatively on a regular basis

Deliver services with a full understanding of the contract specification (particularly output specifications) and statutory requirements.

Review/Audit current processes and develop changes to manage future risks

Support the CM develop room data sheets compilation & management, asset tagging & PPM processing.

Logging & auditing of Client annual inspection, continued development of the CAFM system as an asset management tool

Build professional relationships with key external stakeholders to ensure customer satisfaction, whilst also meeting the organisations strategis and financial aims.

Skills

Provide a clear sense of leadership and direction

Lead and motivate others towards objectives

Take appropriate and decisive managerial action after considering a range of options

Be sensitive to the needs of clients and customers

Regularly discuss performance with staff and take practical steps to realise the potential of self and others

Produce written information which is clear and succinct

Confidence addressing groups of all sizes

Pinnacle Group strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.

We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

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