Helpdesk & Peformance Manager
Posted 26/06/2024 by CBW Staffing Solutions
Helpdesk & Performance Manager - FM Provider - Piccadilly Circus, London - £50k per annum
CBW is currently recruiting for Helpdesk & Performance Manager looking to take on the next challenge in Facilities Management. One of our key clients is looking for a hardworking, ambitious individual to join the team.
Hours of Work:
Please send your CV to Paige at CBW Staffing Solutions for more information.
CBW is currently recruiting for Helpdesk & Performance Manager looking to take on the next challenge in Facilities Management. One of our key clients is looking for a hardworking, ambitious individual to join the team.
Hours of Work:
- 08:00am to 17:00pm
- Monday to Friday
- Office based
- Line management of all help desk employees
- Managing the end to end process of reactive call management.
- Logging of the work, follow through with the operational teams, uploading of documentation, customer expectation management, communication with the customer through the journey, closing the job in the system
- Managing excellence levels of customer service throughout the journey
- Managing the Planned Maintenance scheduling and distribution to site teams. Logging closure with correct documentation and compliance.
- Daily, Weekly and Monthly reporting of helpdesk stats
- Improvement plans against poor performing areas.
- Working directly with operational teams to drive continuous improvement
- Reviewing trends in data to understand quicker response times
- Building process, procedure and governance planning
- Ensuring adherence to account KPIs and SLA metric
- Strategic analysis, forward looking guidance with a view to challenging the annual and long term plans that contribute to the commercial development of the business
- Build governance packs to manage the requirements of the account from a contractual perspective. Ranging from MBR’s, QBR’s, ABR’s, KPI’s and contractual commitments.
- Ensure all are laid out, tracked, management plans and updates to client and account lead are regular and proactive!
- Build the process and procedure to operate the account
- Manage the integration of global IT systems to run operations
- Regular analytical reporting on all aspects of the account, providing insightful management information reporting to account leadership to drive decision making
- Track key internal metrics to
- Roll out FOR A auditing, track QHSE audits and action plans against them are being delivered
- Manage document control through sharepoint and online systems, provide regular audits of those documents to ensure regular updates are made
- Internal monthly reports on QHSE, finance and strategy
- Manage the communication for the account, from weekly updates through to regular flow through of communications
- Ensure all new hires are processed effectively
- Experience in a business or finance environment
- Experience in FM
- Management experience
- Administration Experience
- Accounts & Payroll experience
- Must be IT proficient
- Use of Sage and other systems
- Leadership and interpersonal skills
Please send your CV to Paige at CBW Staffing Solutions for more information.
- Type:
- Permanent
- Start Date:
- 25/06/2024
- Contract Length:
- N/A
- Contact Name:
- Login or register to view
- Telephone:
- Login or register to view
- Job Reference:
- V-38284
- Job ID:
- 221896668
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