Workplace Law Career Network are currently working on behalf of a nationwide FM contractor with a focus on soft services seeking to recruit an experienced Helpdesk Supervisor. The role will be based out of the head office and the successful applicant will work closely with the Helpdesk Manager to manage the central support function for all internal and external customers in the pursuit of maintaining key performance indicators and service level agreements.

A knowledge of computer aided facilities management (CAFM) is essential as you will be expected to help champion the existing systems and promote their use and development within the company.

Responsible for 3 Helpdesk Administrators you will supervise the team to the successful task delivery of:

• Customer contact / helpdesk response
• Reactive & planned work order management
• Work allocation to managers and suppliers
• Contract set up
• Sub contractor set up
• Recruitment administration
• Supplier ordering - consumables, equipment etc.
• Report data and production

Knowledge, skills and experience

• Supervisory experience in a similar, customer facing role within a business services environment.
• Understanding of Call Centre Technology (CAFM & Telephony).
• Proven people management skills.
• Customer service / complaint handling experience.
• Management of processes from end to end to ensure that all performance targets are achieved and exceeded.
• Progress and resolve helpdesk related issues to ensure the smooth running of all processes.
• Excellent cross-functional internal communication will be required regularly to resolve queries and improve processes.