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Facility Lead Operative – Helpdesk

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Choice Care Group

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Location:
United Kingdom , Bracknell

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

30000.00 - 35000.00 GBP / Year
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Job Description:

The Facility Lead Operative is responsible for ensuring the effective day-to-day operation of the Helpdesk function, supporting staff and residents with facilities-related queries. The postholder will manage and support a team of three Helpdesk Operatives, acting as the first point of escalation for complex issues. They will deputise for the Helpdesk Manager in their absence, ensuring continuity of service and maintaining high standards of customer care.

Job Responsibility:

  • Provide day-to-day supervision and guidance to the team of 3 Helpdesk Operatives
  • Allocate and monitor workload, ensuring work orders on QFM (CAFM System) are handled efficiently and in line with agreed service levels
  • Assist the Helpdesk Manager mentor and support the team, providing coaching, training, and constructive feedback as required
  • Act as the first point of escalation to the Head of Maintenance for technical queries and deal directly with service-related queries
  • Deputise for the Helpdesk Manager during periods of absence, taking responsibility for team management, reporting
  • Ensure all queries and incidents are logged, tracked, and resolved effectively using the Helpdesk system (QFM)
  • Monitor and report on service levels, identifying areas for improvement
  • Support the team in diagnosing and resolving facilities issues
  • Maintain accurate records of calls, resolutions, and escalations
  • Ensure excellent customer service standards are consistently met
  • Contribute to the development and implementation of Helpdesk policies, procedures, and best practices
  • Identify opportunities to streamline workflows and improve efficiency
  • Assist with the production of regular performance and management reports
  • Ensure compliance with data protection, security, and confidentiality policies

Requirements:

  • Previous experience in a Helpdesk, or Facilities support role
  • Proven experience supervising or leading a small team
  • Strong organisational skills with the ability to prioritise and delegate effectively
  • Excellent customer service and communication skills
  • Ability to remain calm and professional under pressure
  • Problem-solving mindset with a focus on solutions and improvements
  • Complete understanding of the relevant statutory compliance requirements for a Care based portfolio

Nice to have:

  • Experience deputising for a manager or team leader
  • Knowledge of QFM or alternative CAFM systems
  • Familiarity with facilities management processes
What we offer:
  • Learning Academy - Adult Care Worker Level 2 and Lead Adult Care Worker Level 3 qualifications for all staff
  • Enhanced holiday entitlement - starting from 30 days inclusive of bank holidays
  • Sick pay entitlement
  • Employee Assistance Programme - comprehensive health and wellbeing support for staff
  • Refer a friend scheme - enjoy a payment of £500 when you recruit a friend to Choice Care
  • Choiceversary - staff receive vouchers of £75 after 5 years, £100 after 10 years and £150 after 15 years to celebrate their commitment to Choice Care
  • Christmas bonus - vouchers for all staff members
  • Annual staff awards - this year each winner received £400 and we had over 30 winners in total
  • Complex in-house training - this includes our Advanced Management Development Programme for managers in the making and our Foundation Management Development Programme for rising stars
  • A paid day off on your birthday
  • Blue Light Card eligibility

Additional Information:

Job Posted:
December 31, 2025

Expiration:
February 03, 2026

Employment Type:
Fulltime
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