Customer Service and Facilities Helpdesk Manager

Customer Service and Facilities Helpdesk Manager with experience of leading a team and supervising staff within a facilities management or office service environment, excellent communication and organisational skills and proficiency in Microsoft Office is required for a well-established company based in Cambridge.

SALARY: £37,000 - £42,000 per annum + Excellent Benefits (see below)

LOCATION: Cambridge, Cambridgeshire (CB22) - Fully Office-Based role

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 37 hours per week

JOB OVERVIEW

We have a fantastic new job opportunity for a Customer Service and Facilities Helpdesk Manager with experience of leading a team and supervising staff within a facilities management or office service environment, excellent communication and organisational skills and proficiency in Microsoft Office.

Working as the Customer Service and Facilities Helpdesk Manager you will lead the helpdesk and reception team in providing outstanding customer service to customers and internal departments.

As the Customer Service and Facilities Helpdesk Manager you will lead by example, acting as one of the points of contact on the helpdesk, whilst also being part of the wider management team.

DUTIES

Your duties as a Customer Service and Facilities Helpdesk Manager will include:

• Promote highest possible level of customer care at all times

• Lead by example and act as one of the points of contact on a busy property helpdesk, dealing with enquiries coming through via phone, email and a self-service web portal

• Be part of the wider management team and contribute to the strategic direction of the organisation

• Work closely with the finance team to ensure tasks are accurately recorded to facilitate accurate recharging

• Work closely with systems manager to ensure all Helpdesk team members and operatives are using the system correctly

• Work closely with the COO and Marketing & Communications team to co-ordinate and resolve customer feedback

• Use the task management system to produce reports

• Ensure the Helpdesk is logging and responding to issues within a timely manner

• Co-ordinate all campus wide communications

• Help to manage and maintain customer contact details

• Assisting with the arrangement and coordination of works in tenant areas

• Continuously look to improve and develop processes and service to maximise the efficiency

• Undertake auditing and housekeeping of tasks on the task management system to ensure compliance with BRC policy

• Provide leadership and support to the Helpdesk and Reception team members, and assisting in day-to-day issues/queries

• Establish best practice for business administration processes and ensure these are deployed across all operational teams, such as procurement and financial processes; stock management; uniform management; fleet management; customer performance reporting

CANDIDATE REQUIREMENTS

• GCSE’s (or equivalent) English and Maths, grade C or above

• Further management qualification is desirable

• Experience and knowledge of working on a busy Helpdesk, preferably within customer service or facilities / property maintenance

• Previous experience within a facilities management / office services environment

• Previous experience of leading a team

• Experience of providing excellent customer service

• Good record keeping skills and a high level of attention to detail

• Good interpersonal and communicative skills

• Proficient use of Microsoft office applications

• Ability to work on own initiative and within a busy work environment

• Ability to work as part of a team

• Good standard of numeracy and literacy

• Strong administrative skills coupled with the ability to deal with clients/customers on all levels either face to face, via e-mail or phone

• Excellent organisational skills with the ability to prioritise tasks

• An understanding of and commitment to robust Health and Safety procedures

• Willingly provides assistance and support to others

• Able to work on a non-smoking Campus

Company Benefits

• Pension Allowance - 10.5% company contribution and 3% staff contribution
• Holiday Entitlement - 25 days p.a. plus bank Holidays and 3 privilege days for Christmas Shutdown
• Discretional Annual Performance Related Bonus
• Employee Wellbeing Service
• Restaurant Facilities
• Onsite Accommodation (There is currently a waiting list for all types of accommodation)
• Social - Sports & Social Club and onsite Gym
• Nursery and Holiday Playscheme on site (Availability of places is dependent on demand)
• Free Parking (please note that the company actively pursues a green transport policy)

Any offer of employment will be subject to security screening and may be subject to health screening. This is a non-smoking site.

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P12762

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