Helpdesk Customer Service Supervisor (771022)

University of Strathclyde; Glasgow; On-site; GBP 33,000 - 37,000; Full time

Job summary

A leading university in Scotland seeks a Facilities Management Team Leader to manage a dedicated team ensuring exceptional customer service. You will interface with customers and maintenance staff, requiring great communication and interpersonal skills. Candidates must have significant experience in a Helpdesk function within facilities management or construction, and proficiency in MS Office is essential. The position involves a flexible timetable covering Monday to Friday until 1700 hours.

Qualifications

• Significant experience in a Helpdesk function within facilities management or construction.
• Ability to effectively communicate technical details of repair requests.
• Experience working in a team management role.

Responsibilities

• Manage a team and ensure consistent support for service users.
• Interface between customers and departmental sections.
• Assist maintenance staff with data and customer updates.

Skills

Customer care philosophy

Interpersonal skills

Communication skills

Use of MS Office

Tools

Databases

Job description

Salary

Salary range: £33,002 - £36,636

FTE: 1.0 (35 hours per week)

Term: Open

Closing date: 11 January 2026

Overview

Estates Services continually develops its enhanced customer relationship management strategy, encompassing its wide range of activities. This post is vital to that process.

Responsibilities

You will be responsible for managing a team, realising a customer care philosophy that ensures consistent support for our service users and you will interface between our customers and the various sections of the department, primarily the trades’ operatives but also external contractors. You and your team will be required to work closely with the maintenance staff (Chargehands, Foremen and Supervisors) and assist them with providing data, performance measures and customer updates. You will have significant experience of working in a Helpdesk function, within either a facilities management or construction environment, and the key to your success will be your ability to effectively communicate the technical details of repairs requests. You will possess exceptional interpersonal skills and be proficient in the use of MS Office and the maintenance and manipulation of records within a variety of databases. Required to participate in a flexible rota that provides cover between the hours of 0800 till 1700 hours Monday to Friday.

Qualifications

Interviews are scheduled to take place on 20 January 2026.

For informal enquiries, please contact Barrie Duncan, Works Manager at [e-mail]