Facilities Service Desk Supervisor - Wigston, LE18 2BG

Apleona UK; Leicester; On-site; GBP 25,000 - 35,000; Full time

Job summary

Apleona UK is seeking a Facilities Service Desk Supervisor based in Wigston. The role involves managing the daily activities of the service desk team and ensuring customer satisfaction. Responsibilities include supervising the team, handling customer queries, and ensuring service level agreements are met. Applicants should possess excellent customer service skills and experience in a supervisory role.

Benefits

Employee benefits

Full training provided

Qualifications

• Experience supervising a Facilities Helpdesk and team.
• Good customer service skills, articulate with a good telephone manner.
• Well organized with good IT and administration skills.

Responsibilities

• Oversee the desk’s daily tasks ensuring completion.
• Authorize holiday for the team ensuring sufficient cover.
• Be the first point of contact for all customers and engineers.

Skills

Customer service

Supervisory skills

IT skills

Administrative skills

Tools

Excel

Word

Job description

The details for the selected vacancy are shown below.

• Advert Title Facilities Service Desk Supervisor - Wigston, LE18 2BG
• Advert Text

  JOB TITLE: Facilities Service Desk Supervisor

  LOCATION: Wigston, LE18 2BG

  Hours –9am to 5pm – 30-minute lunch break. (no hybrid working)

  About us:

  • JCW Apleona is a reputable and well-established Building Services company specialising in M&E Engineering including commercial gas and HVAC maintenance
  • Close working relationships with high profile clients meaning long term contracts and security
  • Dedicated to all aspects of maintenance and repair on a wide range of appliances including commercial boilers/burners, oil, chillers, air conditioning
  • Operating a mobile team of mobile engineers with various skillsets across the UK
  • Excellent reputation for delivering quality and high standards of service
  • JCW Apleona is a leading organisation in M&E Building Maintenance, Air Conditioning and Commercial/Domestic Heating

  What we are looking for as a Facilities Service Desk Supervisor:

  • Experience in customer services supervising a Facilities Helpdesk and team ·
  • Good experience of working within an office environment.
  • Experience of managing/supervising a service desk is essential.
  • Good customer services skills, well presented and articulate with a good telephone manner
  • Experience of data entry previously would be advantageous
  • Motivated and trustworthy
  • Well organised with good IT and administration skills including Excel and Word.

    About the Facilities Service Desk Supervisor role and some of key duties:

  • To oversee the desk’s daily tasks and ensure they are completed and all met.
  • To complete the engineers timesheets daily by midday.
  • On call rota / service desk rota – ran weekly / checks for leave within team
  • Authorise holiday for the team ensuring sufficient cover
  • Running/Sending daily reports to the team ensuring SLA’s are met – including unallocated. Sending the Friday Managed Services MI Report
  • Scheduling in the monthly ppms / SLAs to be met within the scheduled month
  • Monitoring the group email inbox to ensure urgent requests have been met
  • To check wip out in the field and to plan in with the team/ engineers to clear
  • Sending any reports / updates to the customers where required
  • To provide the service desk team with support daily on ensuring the customers’ requirements are met daily and SLAs adhered to.
  • Will have day-to-day telephone and face-to-face contact with the service desk team/office staff and telephone contact with customers and engineers.
  • To be the first point of contact for all customers and engineers.
  • To ensure that works received via the Service Desk are scheduled and distributed to the relevant engineer(s) efficiently.
  • Ensure that jobs are processed to provide customer updates following attendance
  • Any other required supervisory work within the role

  We’ll provide you with full training once you start and make sure that you have everything you need to do a great job.

  You will work 37.5 hours per week and you will have access to employee benefits that will be available to you as soon as you start.

  We are an equal opportunities employer who deliver facilities management services to clients all over the UK and with vacancies in your area this is a great time to join our teams.

  If this sounds like a job for you then click on the apply button and we’ll start the process and if you’re a good match we’ll be in touch to discuss the next steps.

  This role will be working for JCW Energy Services, who are part of the Apleona Group