Service Desk Operator

2 weeks ago

Birmingham, United Kingdom MAPP Full time

**Description**:
MAPP is the UK’s leading specialist in commercial property and asset management, with over £25bn of property under management for a variety of UK and overseas Fund Managers, REITs and other property owners.

MAPP believes that property management can be a force for good. That’s why we make buildings work, not just for profit, but for people and the planet too. MAPP has created V1.0, V2.0 and V3.0 versions of Property Management, to help clients and occupiers navigate the new landscape, and to ensure we deliver a fully integrated and holistic approach.

Let’s be honest, most job descriptions read like a recipe without a clear picture of what the final product looks like; so you see a list of ingredients without the image of what it looks like. We want to give you a picture of who we are and the role we are looking to fill and if this sounds exciting and you would like to join us; do apply.

So much of the world of work is about values and culture. We want to work with people who are awesome, in an organisation that makes a difference, do a job that adds value and be rewarded for all our effort and hard work. At MAPP, we work towards making this all happen and to be a great place to work.

We are a values driven organisation, you can see that because of our decision to become a B Corp (and the largest real estate consultancy in the UK to do so). We want you to learn and grow, to challenge yourself and be the best you can be. As an organisation, we are growing and have done so for the last 5 years. We promote on average about 10% of our office based roles in a year. We have fun together with events and opportunities to connect, grow and learn with study days as well as giving back to our communities with charity days and fundraising events.

**Title, Team and Role Summary**:
**Title : Service Desk Operator**

**Team : Central FM team based in MAPP Birmingham Office**

**Who Does This Role Report Into? Service Desk Manager**

**Role Summary / Purpose and Scope**
The Service Desk Operator is to assist the FM team to monitor local service delivery and ensure all customers (internal and external) receive the contracted services. You will also input into the Service Desk module based in Riskwise to monitor Supplier performance as required. Assist the FM Team with their Compliance requirements for the HSE systems. This is a predominantly office based role with the opportunity for some hybrid working.

**Skills, Knowledge and Values**:
**Skills (People & Technical)**
- Assist with incoming calls for our London Head Office, answering calls and directing queries as appropriate. To be undertaken while managing the main Service Desk call stream
- Assist the FM team to monitor service delivery to site based customers
- Assist the FM team to achieve at least 80% resolution of reactive and planned work orders within the agreed SLA timescales
- Be aware of Health and Safety responsibilities insofar as they relate to Facilities/Property Services, particularly in the absence of the FM and reporting as required
- Assist with the integration of orders out of the RiskWise system into our Proactis finance system
- Assist with the initial phase of implementation / onboarding
process of a property and relevant information is loaded into
the Riskwise system

**Values & Behaviour**
- High customer and tenant satisfaction
- Stated deadlines achieved
- Good team player - supporting all team members
- Able to actively build and develop relationships internally and externally
- Exhibition of MAPP Values**:Avoid Ambiguity, Appreciative, Adventurous, Authentic and Accountable

**Experience and Salary**:
**Level of Experience / Certifications**
- 1-2 years experience of working in a similar role
- Customer service experience
- Pleasant and confident telephone manner

**Salary Range (Based on Experience)**

**£23,000 - £27,000 **per annum, depending on experience.

**About MAPP**:
We believe property management can be a force for good. That’s why we make buildings work, not just for profit, but for people and the planet too.

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