Facilities Helpdesk Manager

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Facilities Helpdesk Manager Basildon | £45,000 + Package | MondayFriday | 8:30am5:00pm | Fully Office Based
A leading facilities and maintenance provider is looking to appoint an experienced Facilities Helpdesk Manager to oversee and lead a busy, customer-focused Helpdesk operation based in Basildon.
This is a key leadership position for an experienced Facilities, Maintenance or FM Helpdesk professional who is looking to take responsibility for operational performance, customer relationships, team development and continuous improvement. You will be responsible for ensuring the Helpdesk operates efficiently and delivers a consistently high level of service, while meeting contractual KPIs and SLAs and maintaining strong relationships with customers, contractors and internal stakeholders.
This is a fully office-based position in Basildon, working Monday to Friday, 8:30am to 5:00pm.
The successful candidate will have previous experience managing a Facilities, Maintenance or FM Helpdesk, ideally within a facilities and maintenance provider, facilities management, property services or a similar environment. You'll be an experienced people manager with the confidence to lead a busy operation, manage customer escalations and make decisions in a fast-paced environment.
Experience & Skills

• Previous experience managing a Facilities, Maintenance or FM Helpdesk.
• Strong people leadership and team management experience.
• Experience working to contractual KPIs and SLAs.
• Good understanding of reactive and planned maintenance.
• Experience managing contractors and third-party suppliers.
• Strong customer service and relationship management skills.
• Confident handling customer complaints and escalations.
• Excellent organisational and prioritisation skills.
• Strong problem-solving and decision-making ability.
• Commercial awareness and an understanding of operational performance.
• A proactive approach to continuous improvement.
• Excellent communication and influencing skills.

Key Responsibilities

• Take ownership of the customer experience across the Helpdesk operation.
• Build and maintain strong relationships with key customers and stakeholders. xwwtmva
• Act as a senior point of contact for customer queries, concerns and escalations.
• Lead the resolution of customer complaints, ensuring issues are deal
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