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Facilities Operations Manager

2 months ago

Birmingham, Birmingham, United Kingdom HVAC Recruitment Limited Full time

Job Summary

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

Key Responsibilities

  • Oversee the dedicated helpdesk for a UK client base, ensuring that customer queries and enquiries are handled correctly and that appropriate costs and quotations are provided to generate business opportunities.
  • Prepare 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.
  • Take ownership of the end-to-end customer journey, responsible for all aspects of customer call handling and interaction.
  • Work order planning and scheduling, jeopardy management, reporting, and data analytics associated with the contract.
  • Report to the Operations Director, playing an instrumental role in delivering our contracts to a wide portfolio of clients.
  • Ensure that PPM and statutory tasks are planned, resourced, and completed in line with specific PPM contract and legislative requirements, and report on these tasks each month.
  • 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 and Maintenance industry, with a proven track record in helpdesk management.
  • Excellent customer service skills and experience in quoting and estimating.
  • Proficiency in Microsoft Office and ability to use all formats comfortably.
  • Minimum 2 years of supervisory experience of a team.
  • Good initiative and 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 and leadership skills, with the ability to motivate an inexperienced team.