Facilities Management Helpdesk Team Leader

Job Introduction

Do you have excellent people management and communication skills with a Facilities Management insight? If so, this is an excellent opportunity to showcase your knowledge whilst also furthering your career within a large PPP / PFI contract for our Schools business.

You will lead and support the helpdesk team to provide first line helpdesk support. The helpdesk is the first point of contact for a variety of facilities management requirements and administration which interfaces with the Facilities Management on site teams and clients (both internal and external) so excellent communication, organisation skills and understanding of the contract is a must.

With strong people management skills, customer focus and knowledge of the contract, you will effectively manage the day to day operations ensuring that the team provides a friendly and proactive service, efficiently handling each query and advising of the consequent solution whilst ensuring compliance within the contractual obligations.
 

Role Responsibility

• Lead, support and assist the helpdesk team to ensure compliance with the contractual obligations
• Liaise with key teams (for example site FM, management teams and contract staff)  to ensure all issues are resolved
• Provide support and guidance on contractual obligations, ensuring all work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI's and SLA's
• Analyse helpdesk work orders to ensure that they are progressed in accordance with contractual timescales
• Produce, prepare and issue monthly reports for our schools contracts
• Maintain and update annual lifecycle plans and actual costings
• Update and maintain key contractual documentation and records as required
• Support the team and Contract/Facilities Managers in day-to-day contract administration

The Ideal Candidate

• An understanding of FM contracts (ideally within a PPP/ PFI context), key performance indicators and deliverables
• Experience in using Microsoft Word, Outlook and Excel at advanced level
• Previous experience in a similar role, ideally from a PFI or School environment
• Exemplary attention to detail and excellent communication skills
• Self-motivated, enthusiastic and professional
• Commercial awareness
• Proven ability to work under pressure and deal with challenging situations
• Exceptional customer service and administration skills
• Ability to communicate technical issues at all levels, including to a non-technical audience
• The ability to make decisions, take ownership and use your own initiative to resolve problems

Package Description

As part of our commitment to improving the quality of life for our employees, Sodexo offers a Flexible Benefits Scheme, allowing you to tailor a reward package to suit your needs but includes a technology scheme, private dental insurance, travel insurance, gym membership, Gourmet card, private medical insurance and the ability to purchase or sell annual leave. We also have a Sodexo Discount scheme, which offers employees and their friends and family the opportunity to benefit from over 1,200 discounts from top retailers both online and in-store.

About the Company

In the UK and Ireland, Sodexo employs some 36,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the energy, corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

At Sodexo we are committed to a leading role in promoting equality opportunities and valuing diversity and inclusion. We seek to create a work environment based on mutual respect for all individuals, building a culture that appreciates and values the experiences and skills brought by each person to benefit our organisation and work hard to ensure that all people, whatever their race, colour, sex, gender identity  disability, nationality, national or ethnic origin, religion or belief, marital/partnership or family status, sexual orientation, age, social class, educational background, employment status, working pattern, are welcome to and included within our organisation. 

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process.

Sodexo and our clients are committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland.