Facilities Helpdesk Leader: Customer-Centric Ops (Basildon)

CBW Staffing Solutions; Basildon; On-site; GBP 41,000 - 50,000; Full time

Job summary

CBW Staffing Solutions is seeking a Facilities Helpdesk Manager for its Basildon operation, delivering a professional, customer-focused helpdesk service. The role demands leadership to drive performance, manage escalations and ensure adherence to KPIs and SLAs within a busy office-based environment.

You will oversee reactive and planned maintenance, coordinate contractors, and develop the team to maintain high service levels. A focus on communication and continuous improvement is essential.

Qualifications

• Experience managing a Facilities/ FM Helpdesk.
• Proven leadership of a helpdesk team.
• Experience working to KPIs and SLAs.
• Strong customer service and stakeholder management.
• Experience with contractors and third-party suppliers.

Responsibilities

• Take ownership of the customer experience across the Helpdesk operation.
• Build and maintain strong relationships with key customers and stakeholders.
• Act as a senior point of contact for customer queries, concerns and escalations.
• Lead the resolution of customer complaints, ensuring issues are dealt with promptly and professionally.
• Ensure customers receive clear and regular communication throughout the lifecycle of maintenance works.
• Identify recurring service issues and introduce preventative measures to improve customer satisfaction and retention.
• Lead the day-to-day operation of the Facilities Helpdesk, ensuring a professional, efficient and responsive service.
• Oversee reactive and planned maintenance requests from initial instruction through to completion.
• Monitor contractor performance and ensure works are delivered within agreed timescales and to the required standards.

Skills

Facilities Helpdesk

People leadership

KPIs & SLAs

Maintenance knowledge

Contractor management

Customer service

Complaint handling

Organisation & prioritisation

Communication skills

Job description

CBW Staffing Solutions is seeking a Facilities Helpdesk Manager for its Basildon operation, delivering a professional, customer-focused helpdesk service. The role demands leadership to drive performance, manage escalations and ensure adherence to KPIs and SLAs within a busy office-based environment.

You will oversee reactive and planned maintenance, coordinate contractors, and develop the team to maintain high service levels. A focus on communication and continuous improvement is essential.