Helpdesk & Peformance Manager
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:08:00am to 17:00pm Monday to FridayOffice based Key Duties:Line management of all help desk employeesManaging 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 systemManaging excellence levels of customer service throughout the journeyManaging the Planned Maintenance scheduling and distribution to site teams.
Logging closure with correct documentation and compliance.Daily, Weekly and Monthly reporting of helpdesk statsImprovement plans against poor performing areas.Working directly with operational teams to drive continuous improvementReviewing trends in data to understand quicker response timesBuilding process, procedure and governance planningEnsuring adherence to account KPIs and SLA metricStrategic analysis, forward looking guidance with a view to challenging the annual and long term plans that contribute to the commercial development of the businessBuild 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 accountManage the integration of global IT systems to run operationsRegular analytical reporting on all aspects of the account, providing insightful management information reporting to account leadership to drive decision makingTrack key internal metrics toRoll out FOR A auditing, track QHSE audits and action plans against them are being deliveredManage document control through sharepoint and online systems, provide regular audits of those documents to ensure regular updates are madeInternal monthly reports on QHSE, finance and strategyManage the communication for the account, from weekly updates through to regular flow through of communicationsEnsure all new hires are processed effectivelyRequirements:Experience in a business or finance environmentExperience 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.