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Facilities Helpdesk Manager

2 months ago

Birmingham, Birmingham, United Kingdom HVAC Recruitment Limited Full time £40,000 - £50,000
About the Role

We are seeking an experienced Helpdesk Manager to join our team at HVAC Recruitment Limited. As a Helpdesk Manager, you will be responsible for leading a team of professionals in ensuring that all jobs are correctly captured and logged onto our CRM system.

The successful candidate will take ownership of the end-to-end customer journey, responsible for all aspects of customer call handling & interaction. This includes preparing accurate quotes for small building works and maintenance jobs, working with suppliers and contractors to get the best prices, and ensuring customer KPIs are met.

Key Responsibilities
  • Oversee the dedicated helpdesk for a UK client base.
  • Prepare accurate quotes for small building works and maintenance jobs.
  • Work with suppliers and contractors to get the best prices and ensure customer KPIs are met.
  • Take ownership of the end-to-end customer journey, responsible for all aspects of customer call handling & interaction.
  • Work order planning & scheduling, jeopardy management, reporting and data analytics associated to the contract.
  • Report to the Operations Director on the performance of the helpdesk team.
  • Ensure that PPM and statutory tasks are planned, resourced and completed in line with specific PPM contract and legislative requirements.
  • Collect, analyze and report on daily, weekly and monthly performance data.
  • Effectively manage, train and motivate the helpdesk team to ensure they offer the best service in the UK.
Requirements
  • At least 5 years of experience in the FM & Maintenance industry.
  • Excellent customer service skills.
  • Experience in quoting and estimating.
  • Microsoft Office experience and proficiency in all formats.
  • Minimum 2 years of supervisory experience of a team.
  • Good initiative with the ability to troubleshoot a wide range of technical problems.
  • Experience in building works, maintenance, or a related field.
  • Strong leadership skills with the ability to work with little or no supervision.
  • Confident decision-making skills.
  • Good leadership skills with the ability to motivate an inexperienced team.