- Provide support to the Account Management and Operational team, obtaining feedback to ensure customer needs and requirements are met and delivered through the Helpdesk service, nurturing positive trends and resolving issues if they arise;
- Build on and manage the relationship with the Out of Hours Helpdesk provider, chairing monthly performance meetings, conducting briefings on new clients, reviewing performance reports & statistics and authorising monthly costs in line with the agreed contract;
- Ensure all Helpdesk processes and procedures remain effective, efficient and can withstand audit scrutiny;
- Oversee the management of the team's use of one or more CAFM systems, ensuring client requirements and business needs can be met through the use of these systems, liaising with the Business Systems Support Team to implement enhancements;
- Report upstream on progress against key targets and objectives where the responsibility is that of the Helpdesk team;
- Oversee the recruitment of competent staff to ensure the quality of service is not compromised by lack of skill or resource;
- Manage sickness, absence, disciplinary and grievance issues in line with company policies and procedures supporting the Team Leader in this area accordingly;
- Support the Client Services Director in all areas of the service delivered by the Helpdesk team;
- Supporting new client mobilisations, gathering details, briefing teams to ensure new client requirements are reflected in the Helpdesk set up and operations;
- Support the Business Development team by providing relevant information to support new business bids and tenders;
- Ensure the Helpdesk telephony system is fit for purpose and liaise with the Technology team and any telephony provider as necessary.
- Liaise regularly with the Account Coordination Managers and Scheduling team to ensure effective task management across all teams, as well as the sharing of best practice.
- Manage the scheduling function for Atlas engineering resources, to ensure tasks are correctly and accurately planned, and issued for all PPM and reactive tasks, dependent on skill-set and proximity. To ensure 100% statutory compliance for all self-delivered Statutory PPM tasks, and internal and client targets are achieved for all other PPM tasks.
- Create, analyse and monitor reporting to demonstrate to the Atlas Senior Management Team performance such as productivity, first time fix success, self-delivery first solutions and reduced contractor spend.
- Be responsible for the general maintenance of the building through PPM management and statutory compliance processes – ensure tasks are carried out by in-house or subcontracted teams, and paperwork is uploaded to go through the Gatekeeper process as well as being recorded in log books as required;
- Ensure the building's Fire Safety arrangements are in place and are adequate for the premises,
- Ensure fire evacuation plans communicated and tested regularly and suitable Fire Marshalls are trained and in place;
- Manage the access control processes for the building, including the issuing and recording security fobs and keys to relevant and responsible parties and the visitors signing in process;
- Be a point of contact for the Cleaning Manager, carrying out regular cleaning audits, and ensuring tasks are carried out to Atlas's satisfaction;
- Ensure contractors are inducted onsite and follow the relevant contractor control process;
- Act as the on-site Atlas lead for audits of the Milton Keynes operations to the expected standards (e.g. ISO 9001, 14001, 18001);
- Act as a contact point for all queries for the operations of the Milton Keynes head office;
- Ensure there is a strong Business Continuity process in place to guarantee minimum disruption, with all necessary arrangements regularly tested;
- Carry out any other tasks as directed by your line manager;
- Comply with all relevant Health & Safety Rules and regulations;
- Contribute to the 'FM Team' culture.
- GCSE English and Maths or equivalent
- Experience in managing a similar function with demonstrable results
- Ability to present and implement effective solutions to day-to-day, short and long term challenges
- Ability to manage change and development within an organisation
- Ability to understand and interpret contracts to ensure that client and customer requirements are effectively and efficiently delivered.
- Strong interpersonal skills with key stakeholders at all organisational levels in verbal and written communications
- Understanding of statutory compliance processes and managing associated risks with potential non-conformance
- Highly motivated individual with strong leadership and management skills
- Strong IT skills in Microsoft packages i.e. Outlook, Word, Excel, Power Point etc
- Strong understanding of Helpdesk technology and telephony
-
Regional Sales Support Manager
1 day ago
Flow Recruitment Milton Keynes, United KingdomOur client is the UK's largest and most progressive leisure centre operator. A unique opportunity has arisen and due to the continued expansion of the business they are looking to recruit a Regional Sales Support Manager to join their team. · **MAIN GOAL**: · To promote the compa ...
-
Mitchell Maguire Milton Keynes, United Kingdom Full timeTechnical Specification Support Manager Ventilation Products · Job Title: Technical Specification Support Manager MVHR & Ventilation Products · Industry Sector: Roofing Ventilation, Ventilation Ductwork, Ductwork, Heat Recovery Units, Attenuators, Ventilation, Ductwork, Dry Verge ...
-
IT Support Manager
1 day ago
Franchise Brands plc Milton Keynes, United KingdomJob Description · IT Support Manager · Franchise Brands · Location – Milton Keynes · Full time permanent · Salary £45-60K DOE + benefits · Office Based · We are looking for an experienced IT Support Manager for our business, Franchise Brands. · Franchise Brands is an internation ...
-
IT Support Manager
1 day ago
Franchise Brands plc Milton Keynes, United KingdomIT Support Manager · Franchise Brands · Location – Milton Keynes · Full time permanent · Salary £45-60K DOE + benefits · Office Based · We are looking for an experienced IT Support Manager for our business, Franchise Brands. · Franchise Brands is an international, multi-brand fr ...
-
IT Support Manager
1 day ago
Franchise Brands plc Milton Keynes, Buckinghamshire, United KingdomIT Support ManagerFranchise BrandsLocation – Milton KeynesFull time permanent Salary £45-60K DOE + benefitsOffice BasedWe are looking for an experienced IT Support Manager for our business, Franchise Brands.Franchise Brands is an international, multi-brand franchisor focused on b ...
-
Supported Living Manager
1 day ago
Domus Recruitment Ltd Northampton, United KingdomI am looking for a hardworking and work motivated individual to change the lives of the people our client support. This role requires a well dedicated and highly reliable Individual to provide strong management for a cluster of supported living services thathelp adults with vario ...
-
Knowledge Support Manager
17 hours ago
AQA Recruiting Milton Keynes, Buckinghamshire, United KingdomKnowledge Support Manager page is loaded Knowledge Support Manager · Apply locations Milton Keynes time type Full time posted on Posted 3 Days Ago job requisition id R5361 At AQA, we're committed to advancing education and we're committed to our people. As the largest provider o ...
-
Operations Support Manager
4 days ago
Salisbury Group Milton Keynes, Buckinghamshire, United KingdomAtlas Workplace Services are looking for a Workplace & Operations Support Managerto join our Team in Milton Keynes. · As theWorkplace & Operations Support Manager you will lead, manage and develop the Atlas Helpdesk and scheduling function, seeking continuous improvement through ...
-
National Support Manager
3 days ago
Scania (Great Britain) Limited Willen, United Kingdom Full timeSGB National Support ManagerSalary: From £55,000, plus excellent benefits packageLocation: Milton Keynes – Hybrid working Scania have a fantastic opportunity for a passionate and solutions orientated individual to play a key role in our Customer Support Department, as our new Nat ...
-
Internal Client Management and Support
1 day ago
1st Choice Staff Recruitment Sandy, United KingdomInternal Client Management and Support Administrator · - Manage client issues and maintain excellent client relationships · - day to day customer service inbox · - respond to client calls · - handling administration tasks for the company's client accounts · - liaison with in hous ...
-
Asset Management Support Officer
1 day ago
Environment Agency Welwyn Garden City, United KingdomNumber of jobs available- 3 · - Region- London, South East · - City/Town- Welwyn Garden City · - Building/Site- Alchemy, Bessemer Road, AL7 1HE · - Grade- Staff Grade 3 · - Post Type- Permanent · - Working Pattern- Full Time, Part Time · - Role Type- Operational Delivery · - Sala ...
-
Technical Service Manager Windows, Doors
6 days ago
Mitchell Maguire Milton Keynes, United Kingdom Full timeTechnical Service Manager – Windows, Doors & Curtain Walling · Job Title: Technical Services Manager – Windows, Doors & Curtain Walling · Job reference Number: · Industry Sector: Technical Support, Technical Services, Technical Manager, Technical, Aluminium Windows, Aluminium ...
-
Group HR Support Coordinator
3 days ago
Ashley Kate HR Milton Keynes, United KingdomAshley Kate are working on a new Group HR Support role for a fast growing company dedicated to fostering a positive and inclusive work environment. Reporting to the Group HR Business partner this role is a pivotal role supporting a client group of employees across the full transa ...
-
Corporate and Community Fundraising Manager
6 days ago
PSP Association (PSPA) Milton Keynes, United Kingdom Full timeCorporate and Community Fundraising Manager · Milton Keynes (with hybrid working – at least one day per week in the office) · About Us · PSPA is the only UK charity providing support and information to people living with Progressive Supranuclear Palsy (PSP) and Corticobasal Degen ...
-
Sales Executive
6 days ago
Finlay James Associates Limited Milton Keynes, United Kingdom Full timeSales Executive – (Hybrid – Milton Keynes) · The Role: ?Managing internal sales processes including processing orders, contracts and quote generation. ?Generating and tracking sales leads and procedure reports using the CRM database procedures. ?Achieve monthly KPIs of prospects ...
-
Technical & After Sales Manager
5 days ago
Sanderson Recruitment Milton Keynes, United Kingdom Full timeThe Opportunity · Due to continuous company growth and expansion, one of the world's leading manufacturers are now looking for a Technical & After Sales Manager. This person will be responsible for managing the day to day running of the Technical Department and line management/s ...
-
Compliance Manager
10 hours ago
Sanderson Recruitment Milton Keynes, United Kingdom Full timeCompliance Manager · Industry: Insurance · Fully remote · £40,000 per annum · Role overview: · As Compliance Manager you will take ownership, with oversight from the Head of Compliance, of certain aspects of the Compliance function and assist the wider Risk and Compliance team ...
-
Sales Engineer
3 days ago
Verto People Milton Keynes, United Kingdom Full timeInternal Sales Engineer / Technical Sales Support Engineer / Sales Coordinator required to join a Global Engineering Manufacturer of Fluid Transfer Solutions. · The successful Internal Sales Engineer / Technical Sales Support Engineer / Sales Coordinator will be responsible for p ...
-
Automotive Repair Quality Specialist
18 hours ago
Dekra Automotive Ltd Milton Keynes, United Kingdom Full timeAutomotive Repair Quality Specialist · Location: Volkswagen Group's National Learning Centre, Wymbush · Salary: Competitive, DOE · Contract: Permanent, Full time · Benefits: 25 days plus annual leave plus BH, Holiday buy and sell scheme, Employee referral scheme, Private health ...
-
Blue Marble Recruitment Milton Keynes, United Kingdom Full timeMy clients in North Bucks have an immediate requirement for a Customer Support Technician: Electronics. · This role is commutable from Milton Keynes, Newport Pagnell, St. Neots, Biggleswade, Sandy, Bedford. · My clients are a world leader in in the design, manufacture and continu ...
Workplace & Operations Support Manager - Milton Keynes, United Kingdom - Atlas Workplace Services
Description
Atlas Workplace Services are looking for a Workplace & Operations Support Manager to join our Team in Milton Keynes.As the Workplace & Operations Support Manager you will lead, manage and develop the Atlas Helpdesk and scheduling function, seeking continuous improvement through technology and process enhancements to ensure it is acknowledged through the Facilities Management industry as leading edge. You will also act as a contact point for the Milton Keynes head office, to ensure a safe, compliant, fit for purpose and fully operational building.The role is primarily located at our head office in Milton Keynes however travel to other sites within the scope of the contracts and teams they are managing will be required. Working hours will be agreed to cover the shifts that the team do between 07:00-18:00.
Principle Duties and Responsibilities
Helpdesk & Scheduling Management
•Lead and manage the Atlas Helpdesk function to deliver an excellent customer service, ensuring client queries are handled effectively and the quality expectations of the business are met;
•Motivate, lead and develop the Helpdesk team to achieve Atlas's goals and objectives;
•Build and maintain relationships with Atlas's clients to ensure tasks are handled to their satisfaction, attending client meetings and providing reports as required to the client demonstrating Helpdesk performance;
Essential Knowledge, Skills and Experience for this role
We achieve this by combining our unique understanding with useful technology and an above-and-beyond attitude from our people on the ground and in our support centres. This provides a more personal approach to facilities management and building maintenance services.
We are present right across the UK at more than 1,000 sites and over 11 million square feet of premises. Our services include engineering maintenance, security, cleaning, compliance, reception, energy solutions and more.