Location: Longcross (Chertsey/Weybridge/Staines/Bagshot/Feltham) with occasional travel to Uxbridge
Hours: 40 hours a week
Salary: Up to £40,000
Role Type: Permanent
We are seeking a proactive and experienced Contracts and Helpdesk Manager to oversee the operational delivery and performance of subcontractor contracts, while managing an efficient and client-focused helpdesk function. This role combines contracts oversight, service excellence, CAFM system management, and leadership of a helpdesk team to ensure all reactive and planned works are delivered to the highest standards.
Responsibilities to include but not limited to:
· Manage the CAFM system – including creating and uploading PPM planners, facilitating changes to PPM tasks on the system and approve any external changes.
· Take full ownership of Helpdesk services including; actively monitoring open/paused jobs, allocation of PPM tasks to the relevant resource and chasing engineers/subcontractors for updates.
· Ensure all activities comply with company policies, health & safety standards, and industry regulations.
· Ensure system data integrity for assets, PPM schedules, reactive jobs, and documentation.
· Managing subcontractor contracts including work performance, accuracy of paperwork, as well as booking in works, uploading paperwork, ensuring RAMs are correct and received on time.
· Line management of the Helpdesk Team, including objective setting, performance management and development.
· Monitoring the Facilities Helpdesk email inbox.
· Raising purchasing orders and placing orders as required.
· Review H&S documentation including risk assessments, contractor RAMS and supporting with any issues.
· Dealing with escalations with subcontractors paperwork/certificate non-submission.
· Assist the Account Manager with creating reports and attending client meetings.
· Cover team absence and annual leave where required.
· Lead continuous improvement initiatives to optimise Helpdesk and CAFM processes, increasing efficiency and service quality across the contract.
· Ensure service delivery is aligned with contractual KPIs and SLAs, proactively addressing performance issues and identifying trends in reactive and planned maintenance.
· Build and maintain strong relationships with clients, suppliers, and internal stakeholders, acting as a key point of contact for operational delivery.
Key Requirements:
· Previous administrative experience required
· Previous FM Helpdesk/Operations experience is required
· Strong H&S knowledge including IOSH managing safely
· Previous experience overseeing contractors required
· Ability to manage multiple priorities in a fast-paced environment.
· Demonstrate strong administration skills
· Strong IT skills including Microsoft Office
· Excellent telephone and email manner, with solid communication and interpersonal skills
· Excellent attention to detail