Service Desk Operator - Birmingham, United Kingdom - MAPP

MAPP

Verified Company

Birmingham, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Description:

MAPP is the UK's leading specialist in commercial property and asset management, with over £25bn of property under management for a variety of UK and overseas Fund Managers, REITs and other property owners.

MAPP believes that property management can be a force for good. That's why we make buildings work, not just for profit, but for people and the planet too.

MAPP has created V1.0, V2.0 and V3.0 versions of Property Management, to help clients and occupiers navigate the new landscape, and to ensure we deliver a fully integrated and holistic approach.

Let's be honest, most job descriptions read like a recipe without a clear picture of what the final product looks like; so you see a list of ingredients without the image of what it looks like.

We want to give you a picture of who we are and the role we are looking to fill and if this sounds exciting and you would like to join us; do apply.

So much of the world of work is about values and culture.

We want to work with people who are awesome, in an organisation that makes a difference, do a job that adds value and be rewarded for all our effort and hard work.

At MAPP, we work towards making this all happen and to be a great place to work.

We are a values driven organisation, you can see that because of our decision to become a B Corp (and the largest real estate consultancy in the UK to do so).

We want you to learn and grow, to challenge yourself and be the best you can be. As an organisation, we are growing and have done so for the last 5 years. We promote on average about 10% of our office based roles in a year.

We have fun together with events and opportunities to connect, grow and learn with study days as well as giving back to our communities with charity days and fundraising events.

Title, Team and Role Summary:

Title :
Service Desk Operator

Team :
Central FM team based in MAPP Birmingham Office

Who Does This Role Report Into? Service Desk Manager

Role Summary / Purpose and Scope

The Service Desk Operator is to assist the FM team to monitor local service delivery and ensure all customers (internal and external) receive the contracted services.

You will also input into the Service Desk module based in Riskwise to monitor Supplier performance as required. Assist the FM Team with their Compliance requirements for the HSE systems. This is a predominantly office based role with the opportunity for some hybrid working.

Skills, Knowledge and Values:

Skills (People & Technical)

Assist with incoming calls for our London Head Office, answering calls and directing queries as appropriate. To be undertaken while managing the main Service Desk call stream
Assist the FM team to monitor service delivery to site based customers
Assist the FM team to achieve at least 80% resolution of reactive and planned work orders within the agreed SLA timescales
Be aware of Health and Safety responsibilities insofar as they relate to Facilities/Property Services, particularly in the absence of the FM and reporting as required
Assist with the integration of orders out of the RiskWise system into our Proactis finance system
Assist with the initial phase of implementation / onboarding

process of a property and relevant information is loaded into
the Riskwise system

Values & Behaviour

High customer and tenant satisfaction
Stated deadlines achieved
Good team player supporting all team members
Able to actively build and develop relationships internally and externally
Exhibition of MAPP Values**:Avoid Ambiguity, Appreciative, Adventurous, Authentic and Accountable

Experience and Salary:

Level of Experience / Certifications

12 years experience of working in a similar role
Customer service experience
Pleasant and confident telephone manner

Salary Range (Based on Experience)

£23,000 - £27,000 per annum, depending on experience.

About MAPP:

We believe property management can be a force for good. That's why we make buildings work, not just for profit, but for people and the planet too.