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FM Helpdesk, Quality & Performance Manager

Apply2020-04-20 14:24:452021-02-01Eden Brown Built Environment

FM Helpdesk, Quality & Performance Manager

Date posted: April 20, 2020
Up to £45000.00 per annum + car allowance
Hertfordshire, England
Job description

FM Help Desk, Quality & Performance Manager - Watford Herts - £45,000 + car allowance
My client is a leading Facilities Management and Building Solutions provider delivering cost-effective and sustainable bespoke solutions to customers in the public and private sectors.
You will be working as part of a dedicated project team that is committed to excellence and offering maximum flexibility in supporting customer service delivery and performance. Operational across the full spectrum of Facilities Management functions joining a new Facilities team working in partnership who are associated with the Department for Education. Excellent and fully integrated customer orientated service and driving forward improvements to stakeholder customer satisfaction underpins all aspects of the services delivered by the project management team.
Based at their Watford head office reporting to the Project Manager, the key responsibilities will involve:
Management of customer service and to ensure the project objectives are met or exceeded
Ensure that the helpdesk and performance management aspects of the project are fully understood by the project team and embedded in the operation of the project
Pursue own professional development and provide guidance and support to develop other project staff
Provide clear and accurate data for reporting the operational performance of the project
Oversight of project digital tools including Maximo VNEXUS CAFM system
Client reporting and presenting monthly reports
Social value and stakeholder business development initiatives
Key Customer Contract Deliverables:
Government owned property company responsible for buying and developing sites in England for Free Schools to generate new school places to meet community demand
Acquisitions-securing sites for free schools at the best market price,
Asset Management -set-up, management, innovation / value add
 Keep safe and statutorily compliant
 Reduce costs and generate income
 Protect vacant possession
Mixed Use Schemes -Schools plus non-educational complimentary uses (Residential, Retail, Leisure etc.)
Disposals-Securing higher value alternative use planning permission
Providing advice to the Department for Education (DfE) and other bodies involved in education provision on property and site issues
Tasks & Responsibilities:
Management of the Customer Service and Performance Team
- Production of monthly performance report
- Production of monthly KPI and SLA scorecard
- Guaranteeing a strong track record of leading customer service/helpdesk teams and a good communicator
- Communicate effectively with Senior management and Account Management teams within the company in all matters relating to operational delivery and ensure all targets are met.
- Ownership of the CAFM Platform and Management Information System ensuring the deliverables of the project are being met and all data, assets and associated records are updated, all dashboard and reports are operating and accurate
- Set up, maintain and monitor progress and report against specification dashboard ensuring all deliverables are met in accordance with the Contract
- Continually review contract KPI and SLA performance statistics and act accordingly to maximise operational performance including KPI reporting and mitigation events
- Review KPI trends, work completion performance analysis including supply chain
- Ensuring the Team maintain service call function and deliver agreed SLA's and communicating to the requestor regarding work order status
- Maintaining all reports and Matrix's associated with the Helpdesk/Performance Team
- Required to deliver strategic guidance to both the Account Team and the Customer on issues associated with the technical functionality of the assets (Telefix and self-help guides)
- Ensuring site access and keyholding procedures are managed effectively.
- Ensure safe working practices through Health & Safety standards
- Meet company expectations in relation to conduct, performance and quality.
- Continual Improvement on processes and procedures to support service delivery. Areas to include escalations and team management.
Customer Satisfaction and Stakeholder engagement
- Ability to operate at a strategic level working with clients and various stakeholders towards a common goal
- Create a Communication programme and Stakeholder and Community Plan
- Acts as principal contact/liaison for Customer Service Training.
- To manage client expectations, take ownership of client escalations and deliver satisfactory resolutions for compliments and complaints. Delivering results on a monthly.
- Lead contact for communications and marketing literature. Working towards understanding community social value, standards and accreditation regarding gainshare initiatives.
- Act as the lead contact when supporting stakeholder satisfaction surveys and engagement activities and quality inspections.
- Support Contract leads as and when required developing continuous improvement.
Rollout and ongoing management of Project Digital Tools
- Development of MYMI platform - customer dashboards
- Deployment and of Senrikey - site access keyholding solution
- Deployment of Microsoft Forms - digital site access booking form
- Deployment of VForms - supply chain reporting into VNEXUS
Relevant Experience:
- Enhanced DBS Clearance
- Relevant facilities management industry, helpdesk and customer service membership
- The successful candidate must have a good understanding of the facilities management industry, have working in a customer service function previously and have a good working knowledge of Maximo CAFM System and IT
Interested? Contact

Your expert recruitment consultant is Deborah Longstaff, call today on 02074 227335 or email Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown Ltd is acting as an Employment Business in relation to this vacancy.

Reference: 268963DLO_1587389084

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