Overview
Canford Group Holdings Ltd is looking for an Operations Team Leader to lead and manage a team of Operation coordinators for one of its subsidiary Companies Fulcrum Facilities Ltd. Delivering a high-quality, reactive facilities management helpdesk service, you will be responsible for ensuring all reactive maintenance requests are logged, assigned, and followed through to completion in line with contractual Service Level Agreements (SLAs), while maintaining excellent client and contractor relationships.
Key Responsibilities:
Team Management
* Supervise, motivate, and support a team of helpdesk coordinators to ensure efficient daily operations.
* Conduct regular team meetings and one-to-ones to monitor performance and provide feedback.
* Monitor team KPIs and SLAs, ensuring high performance and continuous improvement.
* Provide training and development to helpdesk staff.
Service Delivery
* Oversee the logging, allocation, and follow-up of all reactive maintenance calls and emails.
* Ensure all jobs are responded to and resolved within agreed SLA timeframes.
* Monitor incoming workload and redistribute tasks to ensure even coverage and fast response.
* Act as an escalation point for complex or high-priority issues.
Communication & Coordination
* Liaise with internal teams, clients, and contractors to ensure clear communication on job statuses and expectations.
* Prepare and deliver reports on helpdesk performance, SLA breaches, and workload analysis.
* Attend client and management meetings as required.
System & Process Oversight
* Ensure all job records are accurately maintained in the CAFM (Computer-Aided Facilities Management) system.
* Identify and implement process improvements to drive efficiency and service quality.
* Support the integration of new clients or contracts into the helpdesk system.
Skills & Experience Required:
* Proven experience in a helpdesk or customer service environment, preferably in FM or reactive maintenance.
* Previous leadership or supervisory experience.
* Strong knowledge of CAFM systems.
* Excellent organisational and multitasking abilities.
* Strong written and verbal communication skills.
* Ability to remain calm under pressure and make decisions quickly.
* Client-focused with a commitment to delivering high-quality service.
Desirable:
* Experience working within a reactive FM company or contractor environment.
* Familiarity with SLAs/KPIs related to FM contracts.
* Understanding of basic building services and trades (e.g., plumbing, electrical, HVAC).
Job Type: Full-time
Pay: £30,000.00-£32,000.00 per year
Benefits:
* Company pension
* On-site parking
Work Location: In person