Desk Manager - Glasgow

TN United Kingdom; Glasgow; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in facilities management is seeking a key support position to manage and process reactive maintenance jobs for their refrigeration field team. The role requires excellent communication and organizational skills, alongside a strong understanding of refrigeration systems and team management. The successful candidate will work in a fast-paced environment, ensuring high service levels and effective collaboration with engineers and administrative staff.

Qualifications

• Experience managing a team in a call centre environment is essential.
• Strong PC literacy with experience in FM and telephony systems.
• Excellent written and verbal communication skills.

Responsibilities

• Manage the receipt, triage, and processing of reactive maintenance jobs.
• Liaise with Field Refrigeration Engineers to ensure prompt completion of tasks.
• Organise and manage refrigeration engineers' schedules effectively.

Skills

Communication

Problem Solving

Time Management

Teamwork

Tools

MS Office

FM and Telephony Systems

Job description

Job Description

This is a key support position involving the receipt, triage, and processing of reactive jobs to support the field team. The role involves working with the admin team and operations managers to reduce duplication and ensure detailed triage of all alarms generated from CDK & JTL.

Responsibilities

1. Manage the receipt, triage, and processing of reactive maintenance jobs to support the refrigeration field team.
2. Liaise directly with Field Refrigeration Engineers to ensure all call outs and reactive works are completed promptly and to client standards.
3. Organise and manage all refrigeration engineers and their schedules effectively.
4. Assign Planned Preventative Maintenance jobs to engineers, coordinating with the administration team to ensure coverage.
5. Reduce duplication of alarms from CDK/JTL.
6. Implement and maintain a strong, organised process for engineers to ensure high service levels.
7. Manage administrators and collaborate with operations managers.
8. Maintain strong knowledge of refrigeration systems, diagnostics, and Service Level Agreements.
9. Utilise IT skills with experience in MS Office applications (Word, Excel, Outlook).
10. Exhibit excellent administration and time management skills.
11. Work effectively under pressure in a fast-paced environment.
12. Adapt quickly to changes.
13. Communicate effectively with a diverse range of people both verbally and in writing.
14. Preferably, have experience within a Facilities Management environment.
15. Focus on achieving high customer service standards.
16. Be a team player with strong interpersonal skills.
17. Have excellent listening skills and the confidence to question information.
18. Possess a strong understanding of refrigeration systems and diagnostics.
19. Understand Service Level Agreements and KPI adherence.

Qualifications

• Previous experience managing a team in a call centre environment is essential.
• Strong PC literacy, including experience with FM and telephony systems.
• Excellent communication skills, both written and verbal.
• Results-oriented with effective problem-solving and decision-making skills.