Customer Service Manager (FM Helpdesk) (092018-427)

Category: Facilities | Faculty/Division: Estates and Facilities | School: Estates and Facilities | Department: Estates and Facilities | Location: City Centre Campus | Post Type: Full Time | Closing Date: 24 Oct 2018 | BCU has invested £260m million in its estate, including a major expansion of the City Centre Campus at Eastisde, providing students with an enviable range of facilities.  The complete University guide ranked BCU as a top 30 UK university for spending on facilities in 2015. Reporting to Assistant Director of Estates and Facilities (Facilities Management), this is an interim role covering maternity leave for a minimum of 6 months.  This position is covering the Customer Service Manager (FM Helpdesk). The role is currently part of a project working group in the implementation of a new CAFM system within the University and will be expected to play a key part of the project working group in leading and developing the set up a new helpdesk team.  This role will also provide operational accountability and management of a new team that will have responsibility of managing key contractors and sub-contractors through the helpdesk central service centre for Health and Safety compliant matters related to the estate, including compliant records that will need maintaining and monitoring. The role will also be required to constantly analyse critical management information in order to prioritise resources and drive improvements, seeking opportunities to improve service levels and reduce overall costs through better asset management and work order management. The ideal candidate will have prior helpdesk management experience in a large organisation and have technical knowledge of buildings and contractors preferably within a FM capacity.  The experience of CAFM system will be essential in order to be involved in the implementation of this project.    It is important that the candidate has experience in managing people and that you are highly skilled in influencing, negotiating and have exceptional communication skills in a highly focused customer service role. A relevant professional qualification. Experience in higher education is desirable.