Facilities Helpdesk & Billing Team Lead

Hall&Kay Fire Engineering; Woodgate; On-site; GBP 35,000 - 45,000; Full time

Benefits offered by this job

25 days holiday

Pension scheme

Life Assurance

Health care

Job summary

Hall & Kay Fire Engineering seeks a Team Leader to oversee Administration and Billing teams. You will be the primary contact for client service requests via phone, email, or in person, log and prioritise jobs in Corrigo CAFM, and coach the team to meet operational and billing targets.

You will manage client escalations while maintaining exceptional customer service, liaising with managers, contractors, and stakeholders to ensure accurate records and timely updates.

Qualifications

• Proven helpdesk or coordination experience in facilities management, property services, or commercial real estate.
• Experience with Corrigo or similar CAFM platforms.
• Knowledge of health and safety, statutory compliance, and FM service delivery models.
• Understanding of finance compliance for customer invoicing.
• Strong organisational and prioritisation skills with ability to manage competing demands.
• Excellent communication skills for technical and non-technical audiences
• Proficient in Microsoft Office (Excel, Word, Outlook).
• Ability to interpret KPIs, SLAs, and identify service improvement opportunities.

Responsibilities

• Coordinate with Account Managers, Service Managers, and contractors to maintain accurate records and documentation.
• Schedule and communicate planned maintenance activities with building management, tenants, and stakeholders.
• Liaise with subcontractors, technicians, utility providers, and statutory bodies.
• Implement efficient processes to meet KPIs and SLAs.
• Manage escalation procedures and report compliance risks to clients.
• Generate management reports on team performance and resource utilisation.
• Maintain Corrigo CAFM system accuracy.

Skills

Helpdesk coordination

FM coordination

Invoicing knowledge

MS Office

KPIs & SLAs

Tools

Corrigo CAFM

Job description

Hall & Kay Fire Engineering seeks a Team Leader to oversee Administration and Billing teams. You will be the primary contact for client service requests via phone, email, or in person, log and prioritise jobs in Corrigo CAFM, and coach the team to meet operational and billing targets.

You will manage client escalations while maintaining exceptional customer service, liaising with managers, contractors, and stakeholders to ensure accurate records and timely updates.