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- Tasks: Lead a helpdesk team to deliver top-tier customer service and efficient facilities management support.
- Company: NCP is a dynamic company focused on facilities management across the UK.
- Benefits: Enjoy competitive pay, birthday bonuses, perks, discounts, and a cycle to work scheme.
- Why this job: Join a people-first culture that values resilience, teamwork, and exceptional service.
- Qualifications: Proven experience in helpdesk or FM leadership, with strong communication and problem-solving skills.
- Other info: This role requires flexibility for weekend and evening shifts.
The predicted salary is between 36000 - 60000 £ per year.
Are you a people-first leader who thrives in a fast-paced facilities management environment? At NCP, we are on the lookout for an experienced FM Helpdesk Manager to drive a high-performing helpdesk team that keeps our nationwide estate running smoothly.
About the Role
Based at our Birmingham office, you will lead a dedicated team in delivering top-tier customer service and efficient facilities management support. You will be the linchpin between internal teams, external contractors, and senior stakeholders ensuring maintenance issues are resolved swiftly and service levels remain sky-high. This is a hands-on, office-based role where you will oversee operations during core business hours (9am-5pm), with flexibility required to support weekend and evening shifts. Your calm and solutions-focused approach will be vital in escalation management and delivering results under pressure.
What You’ll Be Doing
- Lead and develop the Helpdesk team to meet and exceed KPIs and SLAs.
- Manage escalations and high-priority incidents with confidence and urgency.
- Monitor helpdesk performance, identify trends, and drive continuous improvement.
- Collaborate with contractors, supervisors, and internal teams to resolve issues.
- Support out-of-hours operations and major incident response planning.
- Build and maintain strong relationships with clients and stakeholders.
- Champion staff development through coaching, training, and performance reviews.
What We’re Looking For
- Proven experience in a similar Helpdesk or FM leadership role.
- Excellent communication, leadership, and stakeholder management skills.
- Strong customer service ethos with a proactive, team-focused mindset.
- Experience handling escalations and high-pressure scenarios.
- A calm, structured approach to problem-solving and decision-making.
- Familiarity with managing large, multi-site contracts (preferred but not essential).
What We Offer
- Competitive Pay - Fair compensation for your expertise.
- Birthday Bonus - Enjoy an extra day off to celebrate your special day.
- Recognition Programme - Your contributions won’t go unnoticed.
- Perks and Discounts - Save at top high street retailers.
- Free or Discounted Parking - Convenient and cost-effective.
- Cycle to Work Scheme - Get up to £1,000 towards a new bike.
- Company Pension & Death in Service Benefit - Support for your future.
- Employee Assistance Programme - Because your wellbeing matters.
Join a business that values resilience, teamwork, and exceptional service. Apply today to take the next step in your FM career with NCP.
FM Manager in Birmingham employer: National Car Parks Limited
Contact Detail:
National Car Parks Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land FM Manager in Birmingham
✨Tip Number 1
Familiarise yourself with the latest trends in facilities management and customer service. This will not only help you understand the industry better but also allow you to speak confidently about how you can contribute to NCP's goals during interviews.
✨Tip Number 2
Network with professionals in the facilities management sector, especially those who have experience in helpdesk roles. Engaging with them can provide valuable insights and potentially lead to referrals that could boost your application.
✨Tip Number 3
Prepare specific examples from your past experiences that demonstrate your leadership skills and ability to handle escalations. Being able to articulate these situations clearly will show your potential employer that you're ready for the challenges of the role.
✨Tip Number 4
Research NCP's values and recent projects to tailor your approach when discussing your fit for the company. Showing that you align with their mission and have a genuine interest in their operations can set you apart from other candidates.
We think you need these skills to ace FM Manager in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in facilities management and leadership roles. Use specific examples that demonstrate your ability to manage helpdesk teams and handle escalations effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your people-first leadership style and your proactive approach to customer service. Mention how your skills align with the requirements of the FM Manager role at NCP.
Highlight Key Achievements: In both your CV and cover letter, include quantifiable achievements from previous roles, such as improvements in KPIs or successful management of high-pressure situations. This will help you stand out as a results-driven candidate.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a management role.
How to prepare for a job interview at National Car Parks Limited
✨Showcase Your Leadership Skills
As an FM Manager, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully managed teams in the past, focusing on how you motivated them to meet KPIs and SLAs.
✨Prepare for Escalation Scenarios
Given the role's focus on handling escalations and high-pressure situations, think of specific instances where you've effectively managed crises. Be ready to discuss your calm and structured approach to problem-solving.
✨Highlight Your Communication Skills
Strong communication is key in this role. Practice articulating your thoughts clearly and concisely, and be prepared to discuss how you've built relationships with clients and stakeholders in previous positions.
✨Demonstrate a Customer Service Ethos
NCP values a proactive, team-focused mindset. Be ready to share examples of how you've prioritised customer service in your past roles, and how you’ve ensured that your team delivers top-tier support.
