Compliance and Helpdesk Manager

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

Job summary

A leading facilities management firm based in the UK is seeking an experienced Compliance & Helpdesk Manager to manage a site team and ensure efficient operations. You will be responsible for overseeing compliance and helpdesk functions, interpreting KPIs, and compiling reports. The ideal candidate should have a strong understanding of Total FM services and be able to manage multiple roles while maintaining client relationships. This role offers a variety of benefits including flexible working arrangements and professional development opportunities.

Benefits

Maternity/paternity packages

Flexible Working Arrangements

Life Assurance

Enhanced Pension Scheme

Private Medical Insurance

Qualifications

• Knowledge of statutory and contractual compliance requirements (PPMs, KPIs, SLAs).
• Familiarity with contract agreements and obligations.
• Proven experience line-managing multiple roles.

Responsibilities

• Manage and lead three key office staff.
• Enhance staff performance and utilization.
• Explain KPI details and ensure understanding.

Skills

Strong understanding of Total FM services

Experience managing helpdesk functions

Ability to compile, interpret, and present reports

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. 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 KPIsئينsupport 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 neededഅതും ensure timely delivery of client outputs.
• minutes 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).

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 cultureawule 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 aанди 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
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• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans