Senior Facilities Team Coordinator

3 weeks ago

Birmingham, Birmingham, United Kingdom National Car Parks Limited Full time

We are excited to present an opportunity for a Senior Facilities Management Supervisor to oversee our operations.

This role is primarily office-based and will report directly to the Senior Facilities Manager. You will be responsible for leading a team across the UK and managing a group of remote administrators, ensuring that all facilities management tasks are executed within the company's contractual SLAs and KPIs.

The position is vital to the overall facilities framework, where you will oversee all processes for your Helpdesk team, taking full accountability for performance and contributing significantly to reporting and month-end performance evaluations.

Your responsibilities will include:

  • Leading the onboarding process for contractors from start to finish.
  • Coordinating daily administrative resources for the team.
  • Ensuring compliance with all relevant regulations, policies, and procedures governing the facilities management function.
  • Conducting regular reviews of processes to uphold company standards.
  • Communicating effectively with key stakeholders and collaborating with other business areas.
  • Coaching, developing, and motivating team members, ensuring appropriate training and development plans are established; exemplifying and reinforcing excellent behaviors to foster a culture of collaboration.
  • Managing, delivering, and enhancing all activities within the team, including pipeline management, work prioritization, work allocation, service levels, productivity, and quality.
  • Overseeing workflow and service delivery for all contractors.
  • Identifying and resolving workflow issues to facilitate team effectiveness.
  • Building strong relationships with internal and external stakeholders.
  • Acting as a point of escalation for complex or sensitive client matters, ensuring timely and appropriate resolution.
  • Providing monthly rotas to ensure comprehensive help desk coverage.

What you will bring:

  • Experience in a supervisory or team leader role within a facilities management contact center environment.
  • Background in a front-line customer service position.
  • Experience in generating reports for management.
  • Ability to prioritize tasks effectively, especially under pressure.
  • Excellent written and verbal communication skills.
  • Capability to communicate effectively with managers at all organizational levels.
  • Ability to distill complex information into relevant insights.
  • Familiarity with case management or service management systems, IT helpdesk systems, and/or CRM systems.
  • Facilities experience or transferable skills are desirable.

What we offer:

  • Leave Benefits: 33 days of leave per year (including bank holidays).
  • Birthday Bonus: An extra day off to celebrate your special day.
  • Reward & Recognition Program: Your contributions will be acknowledged.
  • Perk scheme: Discounts at various retailers.
  • Free or Discounted Parking: Convenient parking options.
  • Cycle to Work Scheme: Financial assistance for purchasing a new bike.
  • Company Pension: Secure your future with our pension plan.
  • Death in Service Benefit: Providing peace of mind.
  • Employee Assistance Program: We prioritize your well-being.
  • Work-Life Balance: A supportive environment that promotes balance.
  • Continuous Development: Ongoing training, coaching, and development in a nurturing environment.

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