Compliance and Helpdesk Manager in Clacton-on-Sea

Pinnacle Group are looking to recruit an experienced and highly organised Compliance & Helpdesk Manager to lead a dynamic team and ensure seamless operations across compliance and helpdesk functions. In this role, you will manage a site team including a Data Processor, PPM Planner, and Helpdesk Coordinator, while serving as the go-to expert for interpreting KPIs and contract obligations. You will oversee monthly client meetings, compile and deliver accurate reports, and ensure all outputs meet contractual and regulatory requirements.

Our Total Facilities Management team delivers integrated asset management and maintenance services across education, leisure, corporate, health and residential sectors. We focus on keeping facilities running smoothly, safely, and efficiently - helping our clients create spaces that work for everyone.

Who we are

Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve. We are a people-first organisation with a values-driven culture that has stood the test of time - reflected in the way we care for both our employees and our customers.

Who we’re looking for

We’re looking for someone who not only meets the key criteria below but also embraces our core values - Trust, Respect, Involve, Challenge, and Deliver Excellence - and is committed to earning and maintaining the confidence of our clients and communities.

Key responsibilities:

• Directly manage and lead three key office staff: the Data Processor, the Helpdesk Coordinator, and the PPM Planner.
• Enhance staff performance and utilisation, encouraging the team to deliver their best work.
• Develop a thorough understanding of the contract KPIs to support internal stakeholders.
• Be the go-to resource for explaining KPI details and ensuring the business understands these metrics.
• Coordinate with the team to gather data, request extensions if needed, and ensure timely delivery of client outputs.
• Issue all required reports (monthly, weekly, annual, utilities) in line with contractual requirements.
• Represent the department in monthly meetings with the SPV, the authority, and the schools, reporting on performance data and office developments.
• Calculate and report monthly on any unavailability and penalty deductions, ensuring accurate tracking of performance failures.

Key requirements:

• Strong understanding of Total FM services.
• Knowledge of statutory and contractual compliance requirements (PPMs, KPIs, SLAs).
• Experience managing helpdesk functions, ensuring timely response and resolution.
• Ability to compile, interpret, and present weekly, monthly, and annual reports (including utility and compliance reports).
• Familiarity with contract agreements and obligations, including roofing and building compliance.
• Proven experience line-managing multiple roles (e.g. Data Processor, PPM Planner, Helpdesk Coordinator).

Our Offer

We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds - especially those who represent the communities we work with every day. As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression.

In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans