Customer Service and Facilities Helpdesk Manager

Customer Service and Facilities Helpdesk Manager with experience of leading a team and supervising staff within a facilities management or office service environment, excellent communication and organisational skills and proficiency in Microsoft Office is required for a well-established company based in Cambridge.
SALARY: £37,000 - £42,000 per annum + Excellent Benefits (see below)
LOCATION: Cambridge, Cambridgeshire (CB22) Fully Office-Based role
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 37 hours per week
JOB OVERVIEW
We have a fantastic new job opportunity for a Customer Service and Facilities Helpdesk Manager with experience of leading a team and supervising staff within a facilities management or office service environment, excellent communication and organisational skills and proficiency in Microsoft Office.
Working as the Customer Service and Facilities Helpdesk Manager you will lead the helpdesk and reception team in providing outstanding customer service to customers and internal departments.
As the Customer Service and Facilities Helpdesk Manager you will lead by example, acting as one of the points of contact on the helpdesk, whilst also being part of the wider management team.
DUTIES
Your duties as a Customer Service and Facilities Helpdesk Manager will include:
Promote highest possible level of customer care at all times
Lead by example and act as one of the points of contact on a busy property helpdesk, dealing with enquiries coming through via phone, email and a self-service web portal
Be part of the wider management team and contribute to the strategic direction of the organisation
Work closely with the finance team to ensure tasks are accurately recorded to facilitate accurate recharging
Work closely with systems manager to ensure all Helpdesk team members and operatives are using the system correctly
Work closely with the COO and Marketing & Communications team to co-ordinate and resolve customer feedback
Use the task management system to produce reports
Ensure the Helpdesk is logging and responding to issues within a timely manner
Co-ordinate all campus wide communications
Help to manage and maintain customer contact details
Assisting with the arrangement and coordination of works in tenant areas
Continuously look to improve and develop processes and service to maximise the efficiency
Undertake auditing and housekeeping of tasks on the task management system to ensure compliance with BRC policy
Provide leadership and support to the Helpdesk and Reception team members, and assisting in day-to-day issues/queries
Establish best practice for business administration processes and ensure these are deployed across all operational teams, such as procurement and financial processes; stock management; uniform management; fleet management; customer performance reporting
CANDIDATE REQUIREMENTS
GCSEs (or equivalent) English and Maths, grade C or above
Further management qualification is desirable
Experience and knowledge of working on a busy Helpdesk, preferably within customer service or facilities / property maintenance
Previous experience within a facilities management / office services environment
Previous experience of leading a team
Experience of providing excellent customer service
Good record keeping skills and a high level of attention to detail
Good interpersonal and communicative skills
Proficient use of Microsoft office applications
Ability to work on own initiative and within a busy work environment
Ability to work as part of a team
Good standard of numeracy and literacy
Strong administrative skills coupled with the ability to deal with clients/customers on all levels either face to face, via e-mail or phone
Excellent organisational skills with the ability to prioritise tasks
An understanding of and commitment to robust Health and Safety procedures
Willingly provides assistance and support to others
Able to work on a non-smoking Campus
Company Benefits
Pension Allowance - 10.5% company contribution and 3% staff contribution
Holiday Entitlement - 25 days p.a. plus bank Holidays and 3 privilege days for Christmas Shutdown
Discretional Annual Performance Related Bonus
Employee Wellbeing Service
Restaurant Facilities
Onsite Accommodation (There is currently a waiting list for all types of accommodation)
Social - Sports & Social Club and onsite Gym
Nursery and Holiday Playscheme on site (Availability of places is dependent on demand)
Free Parking (please note that the company actively pursues a green transport policy)
Any offer of employment will be subject to security screening and may be subject to health screening. This is a non-smoking site.
HOW TO APPLY
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CVs of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-P12762
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