FM Helpdesk Team Leader
Join us at National Car Parks Limited.
Pay Range
Base pay range: The range is provided by National Car Parks Limited. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Responsibilities
* Manage a remote team of FM Helpdesk Administrators, overseeing the workflow to meet KPI and business demands.
* Assist the Facilities Manager in coordinating day‑to‑day administrative resources for the offshore team.
* Act as a point of escalation for both reactive and PPM requests across the estate.
* Assist in the end‑to‑end onboarding of new and existing third‑party contractors.
* Manage the logging, allocation and updating of reactive service requests assigned to our contractor supply chain.
* Handle site‑visit confirmations, associated paperwork and other administrative duties.
* Ensure issues are dealt with effectively, timely and professionally.
* Provide excellent customer service while managing the workflow of requests and enquiries.
* Manage PPM schedules, contractors, onboarding, purchase orders, invoice queries and updates.
* Oversee and ensure job information is captured accurately and the correct priority is assigned to service requests based on health & safety, business impact and customer expectation.
Requirements
* Experience in a team‑lead role in FM or contact centre environment.
* Ability to prioritise tasks effectively, especially under pressure.
* Excellent written and verbal communication skills.
* Strong communication with managers at all organisational levels.
* Front‑line customer service experience.
* Organisational and time‑management skills.
* Facilities experience or transferable skills desirable.
Benefits
* Competitive hourly rate.
* Birthday bonus.
* Reward & recognition programme.
* Free or discounted parking.
* Cycle‑to‑Work scheme up to £1000.
* Company pension.
* Death in service benefit.
* Employee assistance programme.
Ready to be a crucial part of our team? Apply now and help create safe parking experiences together.
Since August 2017, National Car Parks Limited is owned by Park24, a listed Japanese company, and the Development Bank of Japan (DBJ). Park24 is the majority owner based in Tokyo and is a major parking operator across 7 countries. DBJ, a co‑investor alongside Park24, is a Japanese government‑owned financial institution with a strong track record in infrastructure finance.
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