Customer Operations Leader – Helpdesk Excellence

IWFM; Basildon; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

IWFM in Basildon is seeking an experienced Customer Operations Manager to lead the busy Helpdesk team and own day‑to‑day operations, ensuring a responsive, customer‑focused service while meeting contract SLAs and KPIs.

This role suits someone with a strong operational background in facilities maintenance or building services, capable of motivating people, improving processes, and delivering first‑class service in a fast‑paced environment.

Qualifications

• Proven leadership of a busy helpdesk or facilities team.
• Strong track record in delivering service levels and customer care.
• Experience with reactive and planned maintenance, SLA compliance.
• Ability to drive continuous process improvements.

Responsibilities

• Lead and motivate the Helpdesk team to deliver exceptional customer service.
• Oversee reactive and planned maintenance works to ensure SLA compliance.
• Manage Priority 1 and Priority 2 jobs, ensuring customers receive updates.
• Build strong relationships with key customers and resolve escalated issues.
• Monitor KPIs, SLAs, workflows and performance.
• Produce reports for senior management and recommend improvements.

Skills

People leadership

Operational management

Customer service excellence

KPI & SLA tracking

Tools

Facilities management software

Job description

IWFM in Basildon is seeking an experienced Customer Operations Manager to lead the busy Helpdesk team and own day‑to‑day operations, ensuring a responsive, customer‑focused service while meeting contract SLAs and KPIs.

This role suits someone with a strong operational background in facilities maintenance or building services, capable of motivating people, improving processes, and delivering first‑class service in a fast‑paced environment.