Facilities Helpdesk Team Leader

The Facilities Helpdesk Team Leader is responsible for leading our helpdesk team to ensure the smooth running of our maintenance helpdesk.

• Drive customer service excellence through communication with our tenants, keeping our tenants up to date with maintenance progress, ensuring our tenants always receive a positive experience. Troubleshoot any complaints that may come into the helpdesk
• Work collaboratively with the Facilities and Projects team, and other departments to drive business efficiencies
• Monitor the Helpdesk team use of P2P, recognise any areas for further training or adaptation, to monitor and assist with approvals and ensure the smooth running of the system
• Work closely with the maintenance contractors to assist with any queries, ensure we are delivering the best service together for our customers, and adapt to accommodate different ways of working and processes.
• Oversee the move in process with the Lettings team
• Monitor the out of hours maintenance reports, update the OOH’s spreadsheet regularly to ensure it stays relevant and up to date. Ensure the entry information provided on Yardi and OOH is correct
• Lead and support the team to manage the end-to-end process of all maintenance queries, from ticket received to job completion and close on system, including invoicing in line with company service level agreements
• Oversee and support on all maintenance and troubleshooting of all reactive tasks, logged via phone, email and portal
• Ensure the helpdesk team are accurately logging and managing all resident reactive works
• Using our PSL, identify and assign contractors and external vendors to maintenance jobs, while leading the team to also ensure they are monitoring the performance and quality of service

We require all candidates that have been offered employment with us to complete a background check that will include eligibility to work in UK, employment referencing, DBS check, and depending on the role, further checks may need to be conducted.

The successful candidate must, by the start of the employment, have permission to work in the UK.

• Experience of building and maintaining effective working relationships, with a strong ability to communicate clearly, confidently to a diverse audience including but not limited to tenants, contractors and colleagues (preferably in a facilities background)
• Experience as a helpdesk team leader
• Confident with IT systems, ability to effectively use Microsoft Excel and PowerPoint for data entry, produce reports and project work
• Excellent written and oral communication skills
• Ability to effectively manage time and workload, successfully multi task and meet deadlines
• Technical facilities management knowledge within residential property is preferred

Company Benefits

• Your birthday off
• Enhanced Pension
• Time off to move home
• Private healthcare via Bupa (taxable benefit)
• Regular team building events
• Life assurance
• Group Income Protection
• 25 days annual leave, plus UK bank holidays (pro rated to working pattern)
• Employee Assistance Programme
• Employee wellness resources and events