Facilities Helpdesk Lead: Estates & CAFM Excellence

Northumbria Healthcare NHS Foundation Trust; Seaton; On-site; GBP 30,000 - 40,000; Full time

Job summary

Northumbria Healthcare NHS Foundation Trust's NHS Foundation Trust subsidiary NHFM operates a trust-wide facilities management helpdesk. The post holder will oversee day-to-day helpdesk operations, lead the team, manage escalations and ensure timely resolution of estates and facilities requests.

They will maintain the CAFM system, support users and contribute to overall effectiveness. Contact Stacy Armstrong for details.

Qualifications

• Leadership of the helpdesk team and coaching to meet service standards and KPIs.
• Strong focus on customer service and responsive issue resolution.
• Ability to manage escalated issues and follow established procedures.
• Collaborate with contractors, supervisors and internal teams to resolve issues.

Responsibilities

• Lead, motivate and coach the helpdesk team, ensuring they adhere to service standards and KPI's.
• Manage escalated issues and ensure timely resolution, following established escalation procedures.
• Monitor helpdesk performance, identify trends and drive continuous improvement.
• Maintain strong client relationships, liaise with contractors, supervisors and internal teams to resolve issues, ensuring excellent customer service to all users.

Skills

Team leadership

Customer service

Escalation management

Stakeholder collaboration

Job description

Northumbria Healthcare NHS Foundation Trust's NHS Foundation Trust subsidiary NHFM operates a trust-wide facilities management helpdesk. The post holder will oversee day-to-day helpdesk operations, lead the team, manage escalations and ensure timely resolution of estates and facilities requests.

They will maintain the CAFM system, support users and contribute to overall effectiveness. Contact Stacy Armstrong for details.