Helpdesk Operations Manager

To oversee the daily running of the Facilities Management (FM) Helpdesk, ensuring high service standards, efficiency, and compliance. To lead and support staff, manage escalations and complaints, and drive continuous service improvement through collaboration across the business.

Working Hours: 8am - 5pm, Monday - Friday

Salary Range: 52 – 55k (subject to experience)

Days in Office: 4 days in office, 1 day working from home

Responsibilities:

• Provide day‑to‑day supervision of the FM Helpdesk and oversee operational delivery.
• Line manager for Helpdesk staff, maintaining departmental rotas and managing staff welfare.
• Ensure the Helpdesk is fully resourced at all times and that phone lines are monitored, manned and answered promptly and professionally.
• Act as the first escalation point for incident management, ensuring clear communication with stakeholders and senior management, and escalating any complex, high‑risk or time‑critical incidents to the Centralised Operations Manager.
• Ensure all task requests are logged, processed and closed in line with agreed procedures and service standards.
• Monitor timekeeping, punctuality and productivity using call and system reporting tools.
• Manage customer service delivery, responding to queries, complaints and feedback and driving service improvement.
• Coordinate closely with internal departments and external partners to resolve issues and maintain service continuity.
• Oversee office and operational administration relating to Helpdesk activity, including POs, contractor works and consumables.
• Maintain continual performance management, ensuring any KPIs are met.
• Carry out regular audits of Helpdesk processes and performance to ensure accuracy, consistency and compliance.
• Ensure all procedures, guidance and working instructions are clearly documented, accessible and regularly reviewed.
• Support the Centralised Operations Manager with continuous improvement of Helpdesk and Control Centre systems, including system changes or migrations.
• Support the Centralised Operations Manager with FM Helpdesk‑related projects and initiatives, including piloting new processes, supporting system enhancements, and contributing operational insight to service improvement activity.
• Provide supervisory support by coordinating day‑to‑day task priorities, reinforcing procedures, and escalating strategic decisions or resource‑impacting matters to the Centralised Operations Manager, ensuring accountability for management decisions remains at the appropriate level.
• Ensure compliance with Health & Safety policies, including reporting incidents and risk assessments.
• Undertake any other reasonable duties as requested by the Centralised Operations Manager or Director of Operations.

Health, Safety & Welfare Responsibilities:

All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect.

Environmental Responsibilities:

All staff are required to follow the CWG environmental policies for the minimisation of waste and effective energy management as defined in the CWG Environmental Manual and Company Environmental Plans.

Quality Management Responsibilities:

All staff are required to comply with CWG Quality Management System requirements detailed within the Company Quality Manual & Policies, and to ensure that all procedures, plans and forms on SharePoint are effectively implemented to meet ISO 9001 Quality Management Standard.

Qualifications:

• Supervisory, management or leadership qualification (e.g. Level 2–3) or equivalent, with training in customer service excellence/customer experience.
• Working knowledge of health, safety and welfare responsibilities in an operational environment.
• Proven experience as a line manager, responsible for a team of staff, including delivery of 1:1s, performance reviews, objective setting and day‑to‑day people management.
• Demonstrated problem‑solving ability in high‑pressure, time‑critical situations, with sound judgement, clear decision‑making and appropriate escalation.
• Confident managing attendance, absence and conduct, including early intervention, difficult conversations and escalation in line with policy and HR guidance.
• Excellent written and verbal communication skills, with the confidence to liaise with senior operational stakeholders and act as an escalation point for service issues.
• Strong understanding of a Facilities Management Customer Service Hub, with proven experience of managing these functions in line with high level customer service.
• Demonstrates a calm, professional and inclusive leadership style, acting with integrity, setting clear expectations, modelling appropriate behaviour and providing a reliable leadership presence.
• Flexibility to manage both day and night shift, ensuring availability for urgent escalations from night staff and for meetings such as catch‑ups and conducting appraisals.
• Demonstrated record of professional, respectful and fair people management, acting with integrity and consistently treating all staff with dignity.
• Proven ability to lead impartially and objectively, making balanced decisions based on evidence, policy and organisational values.
• Strong emotional intelligence and approachable leadership style, with the ability to manage conflict appropriately, maintain trust and create a positive and inclusive team environment.

Benefits:

• Diversity and Inclusion: We recognize the importance of diverse experience, skills and perspectives at all levels and operate in an inclusive working environment.
• Flexible Working: We recognise the positive impact flexible working can have on wellbeing, engagement and productivity. We are open to consider flexible working arrangements, both temporary or permanent.
• Learning and Development: Employees receive a wide range of support to help improve their skills and achieve their career goals, including classroom and e‑learning training, mentoring, cross‑department experience and on‑the‑job learning.
• Other Benefits: Health benefits, pension and insurance plans, subsidised gym membership, store discounts and family leave.