Helpdesk Supervisor

• Team Leadership: Manage the daily workflow of the helpdesk team, ensuring all calls and emails are handled within strict contractual SLAs
• CAFM Management: Take ownership of the CAFM system, ensuring data integrity and the efficient allocation of reactive and planned tasks to the engineering team
• Performance Governance: Monitor team KPIs, identify trends in service requests, and produce detailed weekly/monthly reports for the Client and Senior Management
• Escalation Management: Act as the first point of escalation for complex queries, resolving issues with a focus on 'first-time resolution' and customer satisfaction
• Process Improvement: Continuously review helpdesk procedures to drive efficiency, automation, and a better 'user journey' for our occupiers
• Stakeholder Liaison: Build strong relationships with Building Managers, Technical Leads, and Tenant Representatives to ensure a joined-up approach to service delivery

• Proven Leadership: Experience supervising a helpdesk or customer service team within a Facilities Management (FM) or Property Management environment
• Technical Proficiency: Advanced knowledge of CAFM systems and the ability to extract and analyse data to improve performance
• Communication: Exceptional verbal and written skills
• you must be able to remain calm and professional under pressure
• Adaptability: The ability to pivot between the high-touch service required for residential tenants and the process-driven requirements of corporate occupiers

Sector Knowledge: Experience with multi-use or large-scale commercial contracts is highly desirable

• Competitive salary and professional development opportunities
• Comprehensive benefits package
• A modern, tech-forward working environment
• Clear career pathways into Contract Management or Account Leadership
• Hybrid working