Facilities Support Centre - Planning Manager

About the Role

As a Helpdesk‑Planning Manager you will lead a team to deliver services that meet SLA requirements, manage records in line with ISO standards, and implement governance systems that maximise customer satisfaction. You will be accountable for resource planning, workload allocation, performance reporting, budget management and the development of both individuals and the team as a whole. • Drive service delivery to meet SLA targets and ensure team alignment with requirements. • Maintain robust record management compliant with ISO9001, ISO14001, ISO27001 and company policies. • Establish governance, monitoring and control systems to maximise customer satisfaction and minimise complaints. • Manage and improve team throughput quality using provided tools and methods. • Plan and organise team resources to maximise service capabilities. • Allocate daily workload to achieve SLA objectives. • Support the Head of Services and contribute to the development of the Facilities Support Centre. • Engage with internal customers and stakeholders to support service execution. • Produce comprehensive performance reports and customer reporting tools for monthly stakeholder reviews. • Report monthly performance, SLA compliance and improvement opportunities at operations meetings across regions. • Provide input to bid proposals for the Facilities Support Centre. • Manage budgets and resources, including sickness management, to meet business needs. • Conduct monthly audits of out‑of‑hours subcontracted helpdesk operations. • Standardise helpdesk and planning functions across contracts with local arrangements. • Develop team members individually and collectively through regular one‑to‑one sessions and team forums. • Maintain a strong focus on delivering exceptional customer service.

Key Responsibilities

• ▸service delivery
• ▸record management
• ▸governance systems
• ▸resource planning
• ▸performance reporting
• ▸budget management

What You Bring

Working the Robertson Way means living the five guiding principles: listening to customers and colleagues, maintaining professional rigor, taking responsibility for every detail, being determined to succeed, and operating as one unified team. • Demonstrate supervisory or managerial experience in a similar role. • Exhibit excellent interpersonal, written and oral communication skills. • Motivate and direct team members while applying strong problem‑solving and analytical abilities. • Prioritise effectively and align actions with organisational goals and objectives. • Utilise performance management skills and present ideas clearly.

Requirements

• ▸supervisory
• ▸communication
• ▸problem‑solving
• ▸prioritisation
• ▸performance management
• ▸teamwork

Benefits

The role offers a competitive hourly rate plus a comprehensive benefits package that includes 33 days of annual leave, private healthcare and pension, life assurance, a Cycle‑to‑Work scheme, a rewards platform for discounts, annual flu vaccine and free health and wellbeing advice.

Work Environment

Onsite