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Helpdesk & Peformance Manager

Helpdesk & Performance Manager - FM Provider - Piccadilly Circus, London - £50k per annum 

CBW is currently recruiting for Helpdesk & Performance Manager looking to take on the next challenge in Facilities Management.

One of our key clients is looking for a hardworking, ambitious individual to join the team. 

Hours of Work:

  • 08:00am to 17:00pm 
  • Monday to Friday
  • Office based 
Key Duties:
  • Line management of all help desk employees
  • Managing the end to end process of reactive call management. 
  • Logging of the work, follow through with the operational teams, uploading of documentation, customer expectation management, communication with the customer through the journey, closing the job in the system
  • Managing excellence levels of customer service throughout the journey
  • Managing the Planned Maintenance scheduling and distribution to site teams.

    Logging closure with correct documentation and compliance.
  • Daily, Weekly and Monthly reporting of helpdesk stats
  • Improvement plans against poor performing areas.
  • Working directly with operational teams to drive continuous improvement
  • Reviewing trends in data to understand quicker response times
  • Building process, procedure and governance planning
  • Ensuring adherence to account KPIs and SLA metric
  • Strategic analysis, forward looking guidance with a view to challenging the annual and long term plans that contribute to the commercial development of the business
  • Build governance packs to manage the requirements of the account from a contractual perspective.

    Ranging from MBR’s, QBR’s, ABR’s, KPI’s and contractual commitments. 
  • Ensure all are laid out, tracked, management plans and updates to client and account lead are regular and proactive!
  • Build the process and procedure to operate the account
  • Manage the integration of global IT systems to run operations
  • Regular analytical reporting on all aspects of the account, providing insightful management information reporting to account leadership to drive decision making
  • Track key internal metrics to
  • Roll out FOR A auditing, track QHSE audits and action plans against them are being delivered
  • Manage document control through sharepoint and online systems, provide regular audits of those documents to ensure regular updates are made
  • Internal monthly reports on QHSE, finance and strategy
  • Manage the communication for the account, from weekly updates through to regular flow through of communications
  • Ensure all new hires are processed effectively
  • Experience in a business or finance environment
  • Experience in FM 
  • Management experience 
  • Administration Experience 
  • Accounts & Payroll experience 
  • Must be IT proficient 
  • Use of Sage and other systems 
  • Leadership and interpersonal skills 
Please send your CV to Paige at CBW Staffing Solutions for more information.

  • Start: 14/03/2024
  • Rate: £50000 per annum
  • Location: Piccadilly Circus,England
  • Type: Permanent
  • Industry: Secreterial
  • Recruiter: CBW Staffing Solutions
  • Contact: Paige Holland
  • Tel: 02035833099
  • Email: to view click here
  • Reference: Helpdesk Manager Picc
  • Posted: 2024-03-14 14:59:38 -

  • View all Jobs from CBW Staffing Solutions