FM Helpdesk Operations Manager

2 weeks ago

Chelmsford, Essex, United Kingdom AEJ Management Full time
About the Role

AEJ Management Ltd is a leading facilities management company that specializes in providing comprehensive solutions across various sectors, including commercial, retail, and residential properties. We pride ourselves on delivering high-quality services tailored to our clients' unique needs, ensuring operational excellence and a commitment to sustainability.

Our core values - making a difference every day, empowering our teams, being resourceful and innovative, and building positive relationships with a family spirit - are at the heart of everything we do. By fostering a culture of continuous improvement, we ensure that our clients receive the best possible service while promoting an engaging and supportive working environment for our employees.

Job Summary

We are seeking an experienced FM Helpdesk Manager to cover maternity leave for a period of 12-13 months. In this role, you will oversee the HelpDesk function, ensuring efficient management of the ticketing system, scheduling of maintenance and landscaping tasks, and providing timely client updates.

Key Responsibilities
  • Helpdesk and Ticketing Management:
    • Act as the first point of contact for clients, ensuring all reactive and planned works are dealt with efficiently within agreed SLAs.
    • Work within the company's ticketing system, ensuring all tasks are logged, tracked, and updated with relevant information.
    • Ensure requested client quotes are raised in line with internal agreed SLAs and send to clients, following up regularly until work is scheduled and completed, or logged as no longer required.
    • Work with internal teams and subcontractors to arrange attendance for planned and reactive jobs, ensuring all required documentation is collected.
  • Scheduling and Coordination:
    • Coordinate the scheduling of the landscaping team, ensuring diaries are up to date.
    • Ensure all required tasks, including ad-hoc jobs, are added to the relevant calendars and trackers.
    • Manage requests for periodic and ad-hoc tasks, ensuring they are planned in a timely manner and assigned to the correct team.
  • Client Communication and Reporting:
    • Provide regular updates to clients on job status, ensuring any changes or delays are communicated promptly.
    • Chase internal completion reports and submit to clients once jobs are finalised, maintaining records for invoicing purposes.
    • Handle client compliments and complaints, ensuring they are logged, tracked, and resolved in accordance with company procedures.
  • Compliance and Documentation:
    • Ensure all health and safety documentation, such as RAMS, are sent to clients ahead of scheduled work.
    • Maintain accurate records of job completion, compliance reports, and waste transfer notes, ensuring these are stored appropriately in the company system.
    • Assist with quarterly waste reporting and manage amendments to waste contracts.
  • General Administration:
    • Attend weekly programme meetings to provide updates on job progress and assist with planning.
    • Support the wider Specialist Services team with administrative tasks as needed, including liaising with internal departments and external suppliers.
    • Obtain skip quotes as required for both green waste and general waste, managing the contracts as necessary including delivery, changes, and removal from site.
    • Ensure all client portals are kept up to date in line with their individual and specific requirements.
    • Holiday and absence cover for the Group Fleet Manager.
    Requirements
    • Experience working in a service delivery or facilities management environment is desirable.
    • Strong organisational skills and the ability to manage multiple tasks efficiently.
    • Excellent communication skills, both written and verbal, with a customer-focused approach.
    • Proficiency in MS Office and strong administrative skills.
    • Ability to work independently and solve problems proactively.
    • Attention to detail and the ability to maintain accurate records.
    How You Will Succeed
    • Effectively manage workload in a fast-paced environment.
    • Deliver high-quality work within deadlines to meet business needs.
    • Work collaboratively with colleagues and clients to ensure smooth operations.
    • Uphold the company's values through professional behaviour and effective communication.

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