Compliance and Helpdesk Manager

Pinnacle Group Limited; Tendring; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading facilities management company is seeking an experienced Compliance & Helpdesk Manager to lead a dynamic team in ensuring seamless operations across compliance and helpdesk functions. Responsibilities include managing staff, overseeing KPI interpretation and compliance reporting, and coordinating with stakeholders. Ideal candidates should have strong organizational skills and experience managing helpdesk functions. The role offers competitive benefits, including flexible working arrangements and personal development opportunities.

Benefits

Flexible Working Arrangements

Private Medical Insurance

Life Assurance

Cycle to Work Scheme

Enhanced Pension Scheme

Employee Assistance Programme

Qualifications

• Strong understanding of Total FM services.
• Knowledge of statutory and contractual compliance requirements.
• Experience managing helpdesk functions.

Responsibilities

• Directly manage and lead three key office staff.
• Enhance staff performance and utilization.
• Develop thorough understanding of contract KPIs.
• Compile and issue all required reports in line with contractual requirements.
• Represent the department in monthly meetings.

Skills

Understanding of Total FM services

Knowledge of statutory and contractual compliance requirements

Experience managing helpdesk functions

Ability to compile, interpret, and present reports

Strong organizational skills

Job description

Pinnacle Group are looking to recruit an experienced and highly organised Compliance & Helpdesk Manager to lead a dynamic team and ensure seamless operations across compliance and helpdesk functions. In this role, you will manage a site team including a Data Processor, PPM Planner, and Helpdesk Coordinator, while serving as the go-to expert for interpreting KPIs and contract obligations. You’ll oversee monthly client meetings, compile and deliver accurate reports, and ensure all outputs meet contractual and regulatory requirements.

Our Total Facilities Management team delivers integrated asset management and maintenance services across education, leisure, corporate, health and residential sectors. We focus on keeping facilities running smoothly, safely, and efficiently – helping our clients create spaces that work for everyone.

Who we are

Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.

We’re a people-first organisation with a values-driven culture that has stood the test of time -reflected in the way we care for both our employees and our customers.

Who we’re looking for

We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.

Key responsibilities

• Directly manage and lead three key office staff: the Data Processor, the Helpdesk Coordinator, and the PPM Planner.
• Enhance staff performance and utilization, encouraging the team to deliver their best work.
• Develop a thorough understanding of the contract KPIs to support internal stakeholders.
• Be the go-to resource for explaining KPI details and ensuring the business understands these metrics.
• Coordinate with the team to gather data, request extensions if needed, and ensure timely delivery of client outputs.
• Compile and issue all required reports (monthly, weekly, annual, utilities) in line with contractual requirements.
• Represent the department in monthly meetings with the SPV, the authority, and the schools, reporting on performance data and office developments.
• Calculate and report monthly on any unavailability and penalty deductions, ensuring accurate tracking of performance failures.

Key requirements

• Strong understanding of Total FM services
• Knowledge of statutory and contractual compliance requirements (PPMs, KPIs, SLAs).
• Experience managing helpdesk functions, ensuring timely response and resolution.
• Ability to compile, interpret, and present weekly, monthly, and annual reports (including utility and compliance reports).
• Familiarity with contract agreements and obligations, including roofing and building compliance.
• Proven experience line‑managing multiple roles (e.g., Data Processor, PPM Planner, Helpdesk Coordinator).
• Strong organisational skills for collating data and managing extensions or variations.

Our Offer

We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.

As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression.

In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans