Estates Helpdesk Manager

Science and Technology Facilities Council

Salary: £31,931 - £34,709 per annum

Plus a recruitment and retention allowance of £2,000 per annum (dependent on experience)

Contract Type: Open Ended

Hours: Permanent

Closing Date: 6th March 2022

Do you have a track record of line management, working with teams in a busy customer service environment and have the ability to co-ordinate and manage multiple workflow streams? If so, then please consider applying for this role..

About the role

The Helpdesk is a customer facing function within Estates Services, the Helpdesk Manager’s post is integral to the day to day provision and co-ordination of a diverse range of Estates related services, delivering high levels of customer support and service to staff, visitors, tenants and wider campus users.

The role is hands on and will develop, manage and motivate a team to ensure that all workflow is managed efficiently and effectively providing a full end to end proactive customer response to all requests that flow through the Helpdesk and the new Computer Aided Facilities’ Management (CAFM) system.

The Helpdesk Manager will access data and information from the CAFM system to review and monitor performance against service levels, contracts and progress, providing useful reports which support the wider team, enabling Estates to deliver operational excellence.

Working collaboratively with technical leads, contract managers and suppliers you will triage and manage fulfilment of work orders and helpdesk queries.

Deputizing for the Customer Service Manager you will attend departmental and team meetings and lead on continuous improvement projects.

The Estates services team needs to be agile and able to adapt to the ever changing needs of our diverse customer base therefore it is expected that the post holder will demonstrate a flexible and adaptable approach.

Role Responsibilities:

Ensure an efficient and effective end to end service from the Estates Helpdesk, logging and tracking requests on the CAFM system, deliver to agreed standards and maintain appropriate systems and controls to ensure that workflow is managed and completed.

Manage, monitor and maintain financial purchasing of services and supplies that align with agreed contractual financial arrangements.

The scope of requests received currently includes both in-house services and outsourced contracts (not exhaustive):

• Reactive building repair and maintenance
• Planned, Preventative Maintenance
• Cleaning and hygiene
• Catering and hospitality
• Pest control
• Room booking
• Space
• Furniture
• Health & Safety actions / Covid 19 responses
• Planning and controlling the work processes and workflow of the team
• Managing team capacity to respond and meet business needs
• Develop or define coherent service levels across all Estates functions and implement a format for regular review and update.
• Produce management reports for customers and senior staff on a regular basis.
• Develop and maintain successful relationships with customers, colleagues and the supply chain at operational level
• Contribute and develop content for site communications
• Engagement with customers on a regular basis providing and facilitating effective interfaces between Helpdesk and Customer.
• Taking a hands on approach to resolving customer issues, liaising with internal and external stakeholders in a timely manner to ensure that remedial actions are agreed and implemented and critical issues escalated appropriately to Customer Service Manager
• To solicit and utilize customer feedback and satisfaction information to enhance performance and customer experience, providing regular updates to the business and customers on performance
• Representation of Helpdesk both internally and with other organisations, chairing meetings and forum groups

About you

• You will have a GCSE level education or NVQ level 3 along with recent and relevant experience in front-line or customer service environment
• Previous experience of performance management with an emphasis on triaging and workflow management in a busy environment
• Ability to establish, develop and maintain successful internal and external customer and supplier relationships
• Prior experience of providing line management, allocating work and coaching colleagues
• Able to work adeptly and switch between priorities and tasks and meet deadlines
• Financial experience and ability to work accurately with figures and reconcile financial data
• Experience in Microsoft Office applications (Excel, Work, PPT and Outlook) and web-based systems.

What we can offer you

By choosing to come and work at the STFC part of UKRI means that you will have access to a whole host of attractive benefits.

These include:

• An exceptional index linked pension scheme,
• 30 days leave plus 10 public holidays,
• Flexible working,
• An onsite subsidised nursery
• Access to employee shopping/travel discounts
• Salary sacrifice cycle to work scheme.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

UKRI is an Equal Opportunity & Disability Confident Employer