Customer Operations Lead - Helpdesk & Facilities

Adore Recruitment Ltd; Basildon; On-site; GBP 42,000 - 56,000; Full time

Job summary

Adore Recruitment Ltd in Basildon is recruiting an experienced Customer Operations Manager to lead a busy Helpdesk team within a Building Services environment. You will own daily operations, drive performance and ensure service levels are met while delivering first-class customer service.

The role requires strong people management, a track record of process improvement, and the ability to build relationships with key customers.

Qualifications

• Experience leading and motivating a Helpdesk or service desk team in a fast-paced environment.
• Proven ability to manage KPIs and SLAs, ensuring consistent service delivery.
• Strong focus on customer service and continuous process improvement.

Responsibilities

• Lead and run the day-to-day Helpdesk operations, ensuring an efficient customer-focused service.
• Line manage the Helpdesk team; coordinate workloads and prioritize resources.
• Monitor KPIs and SLAs; produce reports for senior management with improvement recommendations.
• Oversee reactive and planned maintenance works to retain service levels.
• Build strong relationships with key customers and resolve escalated issues.
• Drive continuous improvement across systems and procedures; collaborate with contractors and internal teams.

Skills

People management

Operational leadership

Customer service excellence

KPI tracking

SLA management

Tools

CRM systems

Reporting tools

Job description

Adore Recruitment Ltd in Basildon is recruiting an experienced Customer Operations Manager to lead a busy Helpdesk team within a Building Services environment. You will own daily operations, drive performance and ensure service levels are met while delivering first-class customer service.

The role requires strong people management, a track record of process improvement, and the ability to build relationships with key customers.