Facilities Helpdesk Manager - 39 hours

Job content

Hybrid: Handforth Support Office (3-4 days in the office)

Salary: £38-40 k per annum + benefits

About The Role

As a Facilities Helpdesk Manager you will need to manage the reactive helpdesk and CAFM system, responsible for service delivery of circa 458 pet care centres and 140 standalone vet practices with a strong focus on delivering exceptional service to all customers in line with the agreed KPI’s, company values and the Facilities Management strategy.

You will lead a team of 11 Facilities Helpdesk roles and support 3 Facilities Management professionals with the day-to-day running of the facility’s reactive service across the estate.

You will be working closely with internal stakeholders including the Head of Facilities, Regional Directors, Heads of Departments, Area Managers and BDP’s , Head of Space Planning, Head of Construction & Project Managers, Energy Management Team, and Contractor Account Managers to ensure the successful delivery of key services enabling Pet Care Centres and standalone vets to maintain the highest level of customer satisfaction.

You will collaborate with the Cost Management Supervisor delivering and presenting regular service reporting against individual and team KPIs. You will need to review processes and identify opportunities to improve service touchpoints and innovation with the new CAFM system.

Key Responsibilities

Service management and the Facilities helpdesk:

• Lead and coach the Helpdesk Team in achieving service excellence in line with KPI’s, company values, behaviours, and the overall Facilities Management strategy.
• Act as the main escalation contact for all helpdesk-related service challenges, ensuring accountability, effective communication and timely updates provided to both internal and external stakeholders.
• Oversee and take ultimate responsibility for Helpdesk Team direction, progress, results and ensure that the Helpdesk Team make clear and conscientious decisions
  

Operational management of the Facilities helpdesk:

• Ensure that the Helpdesk team is updated with the latest FM updates about process changes, contractor communications, budgets, wider team changes etc.
• Organisational management of a regular team meeting, individual “Great Conversations” and check-ins with the Facilities Helpdesk colleagues. Completing meeting minutes and GC forms and sharing with the appropriate stakeholders.
• Manage and evaluate the helpdesk team and develop a training plan for the Helpdesk team to include health and safety, toolbox talks, process changes, personal development plans and CAFM training.
• Support the Facilities Management Team with the completion of the talent grid discussing individuals’ performance and identifying growth opportunities and succession.
• Recruitment of new facilities helpdesk roles in line with FM strategy and values
  

Management of the Facilities helpdesk health & safety and safe systems of work processes:

• Ensure that the contractors are safe contractor through regularly checking the Safe Contractor database.
• Appropriate management of permit to work ensuring that where applicable permits are issued to contractors working at heights, hot works, live electrics, etc.
• Ensure that the contractor site safety rules are regularly reviewed and issued to contractors and anyone that is completing maintenance works in the pet care centres and vets’ standalones.
• Audit the permits to work elements on the CAFM System, ensuring they are being completed via the contractor and the helpdesk team.
• Ensure that asbestos information is issued to contractors ahead of any intrusive works at the pet care centres or the standalone vets.
• Support the Facilities Managers with reviewing contractor RAMS (Risk assessments and method statements).
  

Competencies :

• Excellent communication skills with a lens on customer excellence.
• Excellent interpersonal skills and conflict management skills.
• Exemplary people management skills
• A drive to deliver results.
• Ability to work under pressure, set priorities, complete tasks, and meet deadlines.
• Able to build effective cross-functional relationships with other teams.
• IT literate.
  

Experience, knowledge, and expertise:

• Must have previous experience of managing a helpdesk with a strong focus on customer service excellence.
• Excellent history of team engagement.
• Experience of using a CAFM system would be desirable.
• Understanding of health and safety legislation in relation to maintenance.
• Experience of a retail or clinical facilities industry would be an advantage.
  

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!