Customer Service Manager – Facilities Management
Location: South London
We are seeking an experienced Customer Service Manager to join a large Facilities Management organisation.The core focus of this role is to lead the central helpdesk for all maintenance and facilities‑related enquiries
The successful candidate will oversee a team responsible for triaging, prioritising, and allocating both reactive and planned maintenance requests. You will ensure service requests are handled efficiently, accurately recorded, and delivered in line with agreed service levels and customer expectations.
Key Responsibilities
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Lead, manage and develop the central helpdesk/customer service team
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Oversee the end-to-end process for reactive and planned maintenance requests
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Ensure accurate logging, tracking, and reporting of service requests using CAFM and other service management systems
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Monitor KPIs and service performance metrics, driving continuous improvement initiatives
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Ensure work is correctly prioritised and allocated in line with SLAs and operational capacity
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Act as the key liaison between customers, operational teams, subcontractors, and service partners
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Manage escalations and resolve service issues in a timely and professional manner
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Maintain high levels of customer satisfaction through proactive communication and service excellence
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Produce performance reports and provide service insights to senior stakeholders
Key Requirements
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Proven experience managing customer service or helpdesk teams within a Facilities Management, Maintenance, or Property Services environment
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Strong understanding of reactive and planned maintenance workflows
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Experience using CAFM or similar service management systems
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Knowledge of SLAs, KPIs, and performance reporting within an FM environment
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Excellent stakeholder management and communication skills
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Strong organisational skills with the ability to manage competing priorities
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Data-driven mindset with experience using performance metrics to drive improvements
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Experience handling escalations and complex customer queries
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Strong leadership skills with the ability to motivate and develop a team
Desirable:
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Experience working within multi-site or contract-based FM environments
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Understanding of compliance and statutory maintenance requirements
This is an excellent opportunity for a motivated and customer-focused leader to make a significant impact within a dynamic Facilities Management environment