Helpdesk Operations Manager

5 days ago

London, Greater London, United Kingdom BGIS Full time

Job Summary

The Helpdesk Supervisor role at BGIS is a critical position that requires a high level of expertise in customer service, facilities management, and infrastructure support. The successful candidate will be responsible for managing the client infrastructure helpdesk, including 2 x Helpdesk Administrators, and will work closely with internal and external engineers/technicians to resolve issues and faults.

Key Responsibilities

  • Manage client infrastructure helpdesk, including 2 x Helpdesk Administrators
  • High-level utilisation and review of the Building Management System (BMS) to determine issue or fault
  • Collaborate with internal and external engineers/technicians with fault finding and rectification of issues
  • Answer incoming service requests and inquiries from clients
  • Logging of work request using the nominated Computerised Maintenance Management System (CMMS)
  • Provide information as required, reporting data, emailing service providers
  • Being first point of contact and escalation for Helpdesk Administrators and onsite Account Team Members

Financial Accountability

  • Ensure that financial processes are completed within the approved cost limits

Operations Accountability

  • The delivery of clients KPI's in terms of service delivery and client satisfaction will be the role's primary role and focus
  • Utilise the BMS to help identify building or system issues impacting environmental conditions, communicating with internal/external engineers and technicians
  • Managing and monitoring Service Tickets/Work Orders and rectification times
  • Notifying staff of any changes within subcontractor agreements
  • Develop an awareness and understanding of contract requirements
  • Ensure the accurate update of log of issues, solutions, and customer information
  • Provide prompt, accurate, and timely customer reporting on service levels, KPI's, overdue work orders onsite, and rectification
  • Liaise with service providers and Account team members for clarification of technical issues and the responsibility for their rectification
  • Ensure compliance with relevant policies, procedures, laws, regulations, codes, and standards
  • Report hazards, unsafe work practices, near misses, incidents immediately to supervisor

Customer Accountability

  • Manage client relations for the contract, interpreting client requests and resolving issues
  • Manage the calls and delivery of services in accordance with the applicable processes, stipulated timeframes, and business objectives
  • Foster and maintain positive working relationships with clients, sub-contractors, suppliers, and consultants
  • Manage customer relationships to a level that would result in the client being prepared to recommend BGIS to others

People Accountability

  • Operate in accordance with the BGIS' Values, enabling a cohesive and positive working environment
  • Actively promote team members to maximise their performance and realise their potential through coaching and mentoring, work opportunities, internal and external development, including those outside immediate business team
  • Actively promote teamwork within the team, contract, and business
  • Take accountability for driving achievements ensuring the results are in line with client, contract, and business goals
  • Foster open communication channels by keeping people informed of all changes and decisions that affect them, ensuring that all useful or relevant information is promptly and accurately communicated and shared
  • Hold team members accountable to performance standards, managing, understanding, and addressing any underperformance appropriately
  • Participate in work-related team meetings and activities as required

Qualifications and Experience

The successful candidate will have a strong demonstrated experience working in a Customer Service Centre environment, with a demonstrated understanding of customer service principles. They will also have demonstrated experience working with internal and external stakeholders at varying levels of an organisation, with a strong professional communication manner - listening, questioning, empathy, clear client outcome, and professionalism.

Essential Qualifications

  • Previous experience in a customer service centre
  • Knowledge and experience in the use of Computerised Maintenance Management System (CMMS) and Building Management System (BMS)

Desirable Qualifications

  • NVQ Level 3 in Customer Service
  • Proven experience in despatching work in a Facility Management or Trade
  • NVQ Level 3 in Business Administration

Key Relationships

The Helpdesk Supervisor will interact with various stakeholders on a regular basis, including Helpdesk Team members and Managers, Contract Managers, Service Providers, Maintenance Staff, Business Support Teams - Finance Team, OH&S, QA, Commercial, Other BGIS Site teams, Client Representatives, Tenants, Members of the Public, Sub-Contractors and Suppliers, and Client consultants.

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