Job Description This is a senior leadership role responsible for managing the day to day of facilities management function across the UK retail estate. You will also be overseeing the Shirebrook, London and Clayton offices. You will ensure all stores and offices are safe, compliant, well maintained, and operationally efficient to support exceptional retail performance. This role requires regular store visits, contractor meetings, and national travel, and developing the Facilities team. Helpdesk Operations Manage the daily workload of the Facilities inhouse Helpdesk team, ensuring tickets are logged, categorised, and assigned accurately and dealt with in a timely manner. Oversee inbound calls and emails/teams' messages from stores, providing guidance and ensuring correct triage. Monitor the helpdesk dashboard to ensure SLAs and KPIs are met across response and resolution times. Escalate urgent or high-risk issues Head of FM as appropriate as well as keeping our H&S Management team. Maintain clear documentation and ensure updates are added to jobs in real time. Team Supervision Supervise a small team of inhouse helpdesk advisors, supporting their development, training, and performance. Provide coaching and feedback, ensuring team members are knowledgeable, efficient, and customer focused. Lead daily briefings and keep the team informed of any changes in process, contractors or policy. System and Process Management Ensure the CAFM / ticketing system is being used consistently and correctly by the team and stores. Identify and report system issues or patterns in calls that indicate wider problems. Work closely with the FM team to review recurring issues, contractor performance, or process gaps. Support in maintaining and updating store user guides, call scripts and FAQs. Contractor Liaison Coordinate with approved contractors to issue jobs, track progress and chase outstanding works. Review contractor responses and flag any poor performance or non-compliance. Ensure all job updates are clearly communicated to stores and FM teams. Reporting and Communication Provide weekly and monthly stats on helpdesk performance, open jobs, first-time fix rates, and recurring issues. Take ownership of ongoing issues and follow through until full resolution. Act as the main point of contact for the helpdesk across internal departments and external partners.