Helpdesk and Performance Manager

• Helpdesk and Performance Manager
• £40,000 - £50,000p/a + £5,000 p/a car allowance
• Northwich – CW8
• Hybrid working – 3 days in the office, 2 from home

We are currently recruiting for a Helpdesk and Performance Manager to work on a large complex TFM contract. Working alongside a dedicated FM team, you will run a helpdesk/finance admin team of 6 who schedule all PPM and Reactive works across the contract. As well as ensuring this runs smoothly, a large part of the role will be working alongside the Account Manager and helping to monitor the overall performance of the contract, running reports and analysing KPI data. You will also help keep the sites compliant, ensuring penalties are actively avoided and financial targets are met to ensure professional services are always delivered to the client.

Duties of the role

• Performance Reporting - Support the Account Manager by producing monthly deduction, service and performance reports, daily updates and weekly dashboards and other reports as required.
• Performance Management: Monitor performance of contract daily including SLA performance, chasing work down, processing KPI contract requirements and service request management. Identify trends and minimise failures by providing advice, feedback and updates to the team in the promotion of best practice in relation to payment mechanism deductions.
• Process Improvement: Leading reviews of data collection processes to maintain high-quality reporting. Creating actionable insights from these reports for the operations team
• Data Quality: Ensuring accuracy and reliability in all performance data through rigorous checks.
• Risk & Benchmarking: Collaborating with senior leaders to manage contract benchmarking, identify risks, and document mitigating factors.
• Governance: Supporting governance through meeting documentation and creating action points. Working in line with guidelines for sustainability and Health and Safety
• Helpdesk Management: Responsible for the effective management of the helpdesk, ensuring that all information is correct and that the processes are followed by both the helpdesk team, engineers and by customers.
• Team Leadership: Manage the helpdesk team, offering coaching support and monitoring quality for a team of operators including objective setting. Ensure that the Helpdesk Team is adequately skilled and that all training requirements are completed along with completing relevant reviews.  Establish and maintain good team morale and drive performance.

In exchange for you hard work you will get the following benefits:

• Pension scheme
• 25 days holiday + bank holidays (33 total)
• Company care or £5,000 car allowance
• Medical and life insurance
• Training and development schemes
• Robust additional benefits including discounts on gym, shopping schemes, CSR days off, ability to buy holidays, cycle to work scheme etc 

Candidate Requirements

• PFI Experience is desirable
• Understanding of contractual compliance
• Strong Excel skills
• Experience with running reports
• CAFM proficient
• Excellent planning and organisation skills
• Experience managing a team of Helpdesk in an FM environment