Helpdesk & Billing Team leader

Job Summary

Team Leader overseeing Administration and Billing teams. Primary point of contact for client service requests via phone, email, or in person. Log and prioritise jobs in Corrigo CAFM system, coach team to meet operational and billing targets, and manage client escalations while maintaining excellent customer service.

Key Responsibilities

• Coordinate with Account Managers, Service Managers, and contractors to maintain accurate records and documentation.

• Schedule and communicate planned maintenance activities with building management, tenants, and stakeholders.

• Liaise with subcontractors, technicians, utility providers, and statutory bodies.

• Implement efficient processes to meet KPIs and SLAs.

• Manage escalation procedures and report compliance risks to clients.

• Generate management reports on team performance and resource utilisation.

• Maintain Corrigo CAFM system accuracy.

Requirements

• Proven helpdesk or coordination experience in facilities management, property services, or commercial real estate.

• Experience with Corrigo or similar CAFM platforms.

• Knowledge of health and safety, statutory compliance, and FM service delivery models.

• Understanding of finance compliance for customer invoicing.

• Strong organisational and prioritisation skills with ability to manage competing demands.

• Excellent communication skills for technical and non-technical audiences

• Proficient in Microsoft Office (Excel, Word, Outlook).

• Ability to interpret KPIs, SLAs, and identify service improvement opportunities.

Benefits

• 25 days holiday plus bank holidays (option to buy 5 additional days)

• Contributory pension scheme

• Life Assurance and Health care scheme

• 36.5 hours/week (Monday-Thursday 8:45-16:40, Friday 8:45-16:00)

At Hall & Kay, we deliver complex fire protection and security solutions to protect what matters most to our clients. As technical experts our focus is on the lifetime value of a project. Meaning we can design, supply, install, test and maintain all types of sprinkler, gas suppression, fire detection, and integrated security systems. With 140+ year trading experience and a strong project delivery culture, we are proud to have built lasting relationships with some of the UK’s most respected companies in all areas of industry and construction.

What sets us apart? Our culture. What we call ‘the Hall & Kay way’.…it’s a people thing. Put simply, we know we can achieve more when we work as a team – with clients, with the communities we serve and in our own business. Our people create safety every single day, using their skills and experience to adapt to changing situations and rise to the challenges presented to them. It’s our people that make us trusted to deliver