FM Helpdesk Operator

Bellrock is the trusted challenger in UK property services. Driven by insights, powered by technology, and delivered by talented people, we are redefining how real estate is managed.

Since 2003, our people-first and technology-led approach has helped organisations across the UK transform their estates into high-performance, sustainable environments. Through our integrated service model—spanning Technologies, Consulting, Critical Engineering & Jordon, and Intelligent Asset Care—we deliver compliance, quality, and operational excellence while reducing cost and carbon impact.

Our award-winning Concerto IWMS platform, together with mobile solutions from Mobiess and energy analytics from InMetriks, enables smart, data-led estate management at scale.

To ensure that all duties of the FM Help Desk are performed to a high standard in a pleasant, willing, and professional manner. To assist and support management team in maintaining partnerships and close working relationships with Exchequer Partnership, GPA and contractors.

How will you be the change?
We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you're in. Because every role plays a part in driving us further. And everyone can be the change. That's how deliver value for our customers, and building systems that lead the way

And as a FM Helpdesk Operator with Bellrock, you'll do it by…

Ensure all calls to the FM Help Desk are answered within 10 seconds.

Ensure all requests are logged accurately on the CONCERTO system against the correct

job type and service category.

Ensure requestor is issued a call reference number either over the phone or via email.

Ensure requestor is informed of course of action to be taken either at the time of the call or

at the least, within 10 minutes of taking the call, 20 minutes of receiving the emails and 30

minutes of receiving the voicemail.

Ensure voicemail messages are monitored and actioned as required.

Ensure all requests are assigned and issued to the correct contractor with enough

information for the request to be carried out.

Ensure all communications have been passed on through contractors and requestors.

Ensure all procedures are followed and updated accordingly.

Ensure outstanding FM Help Desk requests are followed up with the appropriate contractor.

Ensure requestor is updated on progress if unable to meet the response time issued.

Ensure requestor is informed of closure of request once completed either over the phone or

via email.

Assist the FM Helpdesk Deputy Manager with new starters in the training and supporting

programme when required.

What does it take?
If you're ready to be the energy that helps us build our business, share our success, and really own it as a FM Helpdesk Operator, you'll need…

• Demonstrate Teamwork, responsibility, problem solving and communication.

Demonstrate good time keeping.

Good organisational skills.

Demonstrate efficiency in computer programmes, such as Outlook, Google Chrome, and

other helpdesk programmes.

Working arrangements
We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work from HM Treasury, London, SW1A 2HQ Monday to Friday- Shifts 07:45-16:15, 09:30-18:00.

What can we offer you?
Upon joining Bellrock, you can expect a comprehensive benefits package including:

25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it's on us)

Salary exchange pension scheme

Life cover

Paid sick leave

Health Assured employee assistance and wellness program

Enhanced maternity, paternity and adoption leave

Salary sacrifice schemes: Cycle to work

Holiday purchase scheme of additional 5 days per year

Offers and discount scheme designed to save money on everyday shopping and essentials

Healthcare Cashplan

MotorSave Scheme

Refer a friend

Liftshare

Virtual GP

Helping you to shine
We've always encouraged new and different perspectives - and that also means making ours a workplace that encourages diverse and unique voices. Where everyone feels welcome, included, and supported to be themselves and achieve more.

So, if you join us, you'll find an inclusive workplace that recognises your hard work, offers lots of learning and development, flexible and hybrid working, and support for your wellbeing. As well as benefits that can make a difference to your life.

Ready to start shining?
Our people are our passion, so we're all about helping them to shine. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you're ready to start your career journey with Bellrock, we're ready to welcome you. It's a great place to be - the light, the energy, the solution. You.

Apply today.