Property Service Desk Operator

Service Desk Operator (Property / Facilities)

Birmingham City Centre

£25,000 - £27,000 (Hybrid role)

Our client is the UK’s leading specialist in commercial property and asset management. They are also an excellent employer who take fabulous care of their much valued staff…

The Facilities Management team is responsible for the day-to-day operations at the buildings that they manage. The FM Team, assisted by the Service Desk, works closely with colleagues in Health, Safety & Environmental, Sustainability, Procurement, on-site team staff and approved Contractors to deliver a great service. The Service Desk is responsible for providing a range of support to clients and tenants.

The Service Desk Operator is to assist the FM team to monitor local service delivery and ensure all customers (internal and external) receive the contracted services. You will also input into the Service Desk module based in Riskwise to monitor Supplier performance as required, including assisting the FM Team with their Compliance requirements for the HSE systems.

Responsibilities:

• Assist with incoming calls for the London Head Office, answering calls and directing queries as appropriate. To be undertaken while managing the main Service Desk call stream.
• Assist the FM team to monitor service delivery to customers
• Assist the FM team to achieve at least 80% resolution of reactive and planned work orders within the agreed SLA timescales
• Receive, input and process, via the Riskwise SD module, telephone and email requests from various sources; Tenants, Clients, site staff and Suppliers.
• Be aware of Health and Safety responsibilities insofar as they relate to Facilities / Property Services
• Assist with the integration of orders out of the RiskWise system into the finance system
• To assist FM’s in the maintenance of and ensure that the management database accurately reflects the picture of compliance within managed sites.
• To assist with the implementation of appropriate training programs for FM and site based staff
• Assist with the initial phase of implementation / onboarding process of a property and ensure relevant information is loaded into the Riskwise system
• Assist with the provision of data reporting of compliance that is; available, accurate and appropriately formatted
• Promote a high level of satisfaction among occupiers and clients by promptly responding to their service requirements. Assure prompt response by other team members and selected contractors

The ideal candidate will have 1-2 years experience of working in a similar, customer facing role. You will have a pleasant and confident telephone manner and the ability to remain calm and professional in difficult situations.

Please get in touch to hear more!