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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 the contract, while managing an efficient and client-focused helpdesk function. This role combines contract 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. Knowledge of contracts management, including RAMS and PTW, is essential.
Responsibilities include but are not limited to:
* Manage the CAFM system – including creating and uploading PPM planners, facilitating changes to PPM tasks, and approving external changes.
* Take full ownership of Helpdesk services, including monitoring open/paused jobs, allocating PPM tasks, and chasing engineers/subcontractors for updates.
* Ensure all activities comply with company policies, health & safety standards, and industry regulations.
* Maintain system data integrity for assets, PPM schedules, reactive jobs, and documentation.
* Manage subcontractors, including booking works, uploading paperwork, and ensuring RAMS are correct and in place.
* Line management of the Helpdesk Team, including setting objectives, performance management, and development.
* Monitor the Facilities Helpdesk email inbox.
* Raise purchasing orders and place orders as required.
* Review H&S documentation, including risk assessments and contractor RAMS, and support with any issues.
* Review and act on remedial works from subcontractors' service sheets.
* Handle escalations related to subcontractors' paperwork and certificate submissions.
* Assist the Account Manager with creating reports and attending client meetings.
* Cover team absence and annual leave when necessary.
* Lead continuous improvement initiatives to optimise Helpdesk and CAFM processes, increasing efficiency and service quality.
* Ensure service delivery aligns with contractual KPIs and SLAs, proactively addressing performance issues and identifying trends.
* 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 is required.
* Experience in FM Helpdesk/Operations is required.
* Strong H&S knowledge, including IOSH Managing Safely, RAMS, and PTW.
* Experience overseeing contractors is required.
* Ability to manage multiple priorities in a fast-paced environment.
* Strong IT skills, including Microsoft Office.
* Excellent telephone and email manners, with solid communication and interpersonal skills.
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