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Property Services Helpdesk Supervisor
2 weeks ago
**Property Services Helpdesk Supervisor**
**Location: Colchester or remote**
The responsibility of the FM Helpdesk Supervisor is to support the Helpdesk Manager in the development, management and motivation of a team of Helpdesk Administrators to deliver excellent helpdesk support with outstanding customer service, satisfaction, and timeliness for our 150+ Care homes and support offices. This position requires frequent contact with Homes and Home Managers, maintenance staff, contractors and other key stakeholders within the organisation. Act as single point of contact for all FM related issues for the organization and implement methodologies to improve first call resolution, manage expectations and build strong relationships with the operation.
In addition, the Helpdesk Supervisor will take a proactive part in supporting the Helpdesk Manager in the on boarding and performance management of contractors and suppliers
The Helpdesk Supervisor will also take a lead in providing cover for the CAFM Manager during periods of absence. This will include learning and producing KPI and contractor reports from the CAFM system. The Helpdesk Supervisor will carry out system updates and amendments in the absence of the CAFM Manager.
**Key Responsibilities**
- To assist the Helpdesk Manager in delivering a valued, timely and above all efficient help desk service for the Residential Care Services Division providing a Contractor Liaison/Purchasing function.
- To assist the Helpdesk Manager in ensuring compliance with procurement policy, delegated sign-off limits/spend controls and monitoring of individual home budgets.
- Responsible for day to day operation of the Office Services Function and help manage the team when the Helpdesk Manager is not available to provide a timely effective service to the homes and the Facilities function managers.
- To review systems and processes with the FM Team and Operations ensuring that systems employed by the helpdesk are efficient, effective and ensure that requests to the Helpdesk are managed and reported from initiation to completion.
- To provide analysis on call volume, workload, average job processing time and overall average completion time.
- To agree and set performance targets for the above, report against progress and take corrective action where required.
- Ensure adherence to defined policies/procedures and to approved supplier and contractor lists.
- Build good working relationships with all stakeholders, key suppliers and contractors.
- In conjunction with stakeholders complete reviews of suppliers agreeing call-off lists and costs for equipment.
- Comply with the Company Appraisal system and attend an appraisal every year.
- Ensure updated mandatory training requirements are met.
- To identify and support T&D of team.
- To support Helpdesk Manager in identifying and delivering improvement opportunities across team in order to continuously improve the service offered to our customers.
- This list of key responsibilities is not exhaustive and the post holder may be required to undertake other relevant and appropriate duties as reasonably required.
**Customer Care**
The operational teams, our service users and all visitors can be considered our customers and as such every FM role is a key piece of the package of services that must be provided in a timely fashion with a can-do attitude ensuring that they have an environment that is safe, clean, welcoming and above all is reflective of the quality care that care UK provides.
