ABOUT THE ROLE:

We are currently recruiting for motivated, reliable and customer focused Helpdesk Supervisor to join our team based in Hatfield, Hertfordshire, AL10 9AB.

Job Type: Permanent - Full Time.

Pay Rate: Up to £27,500 per annum, depending on experience.

Working Hours: 40 Hrs per week, Monday to Friday, 8 Hrs per day between - 08:00 Hrs and 18.00 Hrs.

Start Date: Immediately.

Role Summary:

You will lead the Helpdesk team to ensure excellent service delivery of the Helpdesk across UH estates with a key focus on compliance and chargeable works. You will be responsible for ensuring all Helpdesk requests are dealt with, logged and proactively followed through to completion in accordance with the specified KPIs. Direct and / or coordinate sub-contractors maintenance activities, as required. You will be customer-focused and motivated to ensure that the Helpdesk team meets and exceeds customer needs every day.

Your responsibilities and Key Areas of work may include:

-Lead and manage the Helpdesk team to ensure that they clearly understand and take ownership of their area of responsibility, proactively respond to client requests to deliver an efficient and responsive service and manage performance as necessary
-Ensure all jobs and feedback is logged on the CAFM system, actively monitor all open jobs, ensure all jobs are allocated correctly to engineers, conduct as needed status updates, and manage through to completion
-Ensure that critical issues are reported, escalated and communicated to the Tenon management team and client as necessary
-Assist with the preparation of the monthly compliance and KPIs reports and provide commentary on opportunities and risks identified / highlighted, attend customer meetings as required
-Assist with the distribution of CAFM reports to support the monthly client meetings
-Ensure that the M2 chargeable works process is kept up-to-date
-Develop as necessary, templates and administrative processes to support operations
-Supply site information to operational staff and management as requested
-As required, monitor pending sub-contractor inspections and co-ordinate dates with Tenon and client team members, subsequently follow up with sub-contractors for all paperwork / certificates relating to completed inspections and raise remedial actions following inspections
-Support delivery of Permit to Work process as necessary
-Work as part of a rolling rota system: working hours will be 8am to 5pm or 9am to 6pm
-Supporting management meetings as necessary, including confidential information
-Monitoring and ensuring employee training records and matrix are up to date

ABOUT YOU:

-Proven experience working as a Helpdesk Supervisor, ideally in a customer-facing, service-oriented environment. FM compliance experience would be preferable, but not essential
-Be an excellent communicator with the ability to confidently and credibly engage with customer, colleagues and other external partners, both face-to-face and over the phone, and not afraid to ask for information, when required
-Excellent IT skills, including Microsoft Office suite, with the ability to produce presentations, analyse and report on data and make recommendations
-Have the ability to use Concept Evolution CAFM system (Desirable, but not essential as training will be provided)
-Highly organised, with the ability to prioritise and manage multiple tasks simultaneously and meet deadlines
-Have the ability to lead, manage, coach, develop and motivate direct reports and teams
-Proven record of being responsive and innovative
-Self-motivated with the ability to work flexibly and independently as well as part of a team
-Attention to detail
-Maintain professional internal and external relationships that meet Company core values

ABOUT US:

Tenon FM are a Facilities Management (FM) Company with over 1,700 employees in the UK, offering a wide spectrum of hard & soft FM services specific to the diverse needs of over 1,100 customers throughout the UK.

Our people are very important, because without our employees we can`t provide our services and deliver our customer promise and your role is vital to our continuing success. No matter what area of the business you join, your contribution will be valued and recognised.

We are an equal opportunities employer and Investors in People Accredited.

*** STRICTLY NO AGENCIES ***