Hours: 37.5 Salary: £30,000 to £35,000 Annum (Salary based on experience) Purpose of the Role The Lead Helpdesk Operative is responsible for ensuring the effective day-to-day operation of the Helpdesk function, supporting staff and residents with facilities-related queries. The postholder will manage and support a team of three Helpdesk Operatives, acting as the first point of escalation for complex issues. They will deputise for the Helpdesk Manager in their absence, ensuring continuity of service and maintaining high standards of customer care. Key Responsibilities Leadership & Team Management Provide day-to-day supervision and guidance to the team of 3 Helpdesk Operatives. Allocate and monitor workload, ensuring work orders on QFM (CAFM System) are handled efficiently and in line with agreed service levels. Assist the Helpdesk Manager mentor and support the team, providing coaching, training, and constructive feedback as required. Act as the first point of escalation to the Head of Maintenance for technical queries and deal directly with service-related queries. Deputise for the Helpdesk Manager during periods of absence, taking responsibility for team management, reporting. Service Delivery Ensure all queries and incidents are logged, tracked, and resolved effectively using the Helpdesk system (QFM). Monitor and report on service levels, identifying areas for improvement. Support the team in diagnosing and resolving facilities issues. Maintain accurate records of calls, resolutions, and escalations. Ensure excellent customer service standards are consistently met. Process & Continuous Improvement Contribute to the development and implementation of Helpdesk policies, procedures, and best practices. Identify opportunities to streamline workflows and improve efficiency. Assist with the production of regular performance and management reports. Ensure compliance with data protection, security, and confidentiality policies. Person Specification Essential Previous experience in a Helpdesk, or Facilities support role. Proven experience supervising or leading a small team. Strong organisational skills with the ability to prioritise and delegate effectively. Excellent customer service and communication skills. Ability to remain calm and professional under pressure. Problem-solving mindset with a focus on solutions and improvements. Complete understanding of the relevant statutory compliance requirements for a Care based portfolio. Desirable Experience deputising for a manager or team leader. Knowledge of QFM or alternative CAFM systems. Familiarity with facilities management processes. Key Competencies Leadership and Team Management Communication and Interpersonal Skills Customer Focus Accountability Analytical and Problem-Solving Skills Adaptability and Flexibility What are the benefits?* Learning Academy - Adult Care Worker Level 2 and Lead Adult Care Worker Level 3 qualifications for all staff Enhanced holiday entitlement - starting from 30 days inclusive of bank holidays Sick pay entitlement Employee Assistance Programme - comprehensive health and wellbeing support for staff Refer a friend scheme - enjoy a payment of £500 when you recruit a friend to Choice Care Choiceversary - staff receive vouchers of £75 after 5 years, £100 after 10 years and £150 after 15 years to celebrate their commitment to Choice Care Christmas bonus - vouchers for all staff members Annual staff awards - this year each winner received £400 and we had over 30 winners in total Complex in-house training - this includes our Advanced Management Development Programme for managers in the making and our Foundation Management Development Programme for rising stars A paid day off on your birthday Blue Light Card eligibility *minimum service periods and apprenticeship funding eligibility applicable to some benefits Who are we? Choice Care is one of the UK’s leading residential care providers for people with learning disabilities, autism and mental health conditions. With over 25 years’ experience, we’re at the forefront of national best practice, with among the highest CQC ratings of any comparable organisation. We are also proud to be one of the Top 100 Apprenticeship Employers for the second year in a row! Our homes are more than just a place to live, they’re like a second family for everyone we support. Each home is a close knit community, with its own unique personality, and all the ups and downs of typical family life, built on trust and the promise of unconditional care. Our colleagues build close bonds with the people they care for, helping to create enduring, positive relationships that build confidence and self-esteem. In every Choice Care home there’s a strong emphasis on living life to the full and having fun, with purposeful daily activities based on individual preferences and capabilities. Alongside this there are regular social events, projects, outings and holiday breaks which everyone can get involved in and express themselves through. EL000