Contact Centre Manager

BAM; Salford; On-site; GBP 30,000 - 60,000

Job description

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Building a sustainable tomorrow

BAM FM is recruiting a Helpdesk/ Contact Centre Manager to join the Helpdesk team based in Salford, Manchester. This is a 7 month fixed term contract, starting in June until the end of December 2025.

Reporting to the FM Support Services Manager, you will be required to manage the Helpdesk operators who will log, respond, and organise the full range of all facilities management work including planned and reactive works; from customer enquiry to job completion. Provision of administrative support as required.

Your mission

The Helpdesk Manager interfaces with the client, suppliers and team with the key objective of ensuring customer satisfaction through the delivery of exemplary service delivery and ensuring contractual obligations, SLA's and KPI's are met. Allocating appropriate resources and procurement of subcontractor products and services in a cost-effective, timely and safe manner, in compliance with BAM FM policy and procedures, in order to efficiently fulfil Client requests. Maintaining and developing the CAFM system to deliver accurate operational and financial data in order to establish commercial and legislative performance.

Your mission includes:

1. Support the Helpdesk team, to log, respond and organise all planned and reactive works; from customer enquiry to job completion within SLA timeframe.
2. Manage work orders through the Concept Evolution system, ensuring contract SLA's and KPI's are met and ensuring data accuracy.
3. Manage the issue of purchase orders and adherence to the procurement process in line with BAM FM operating procedures.
4. Collate and distribute all reports in line with procedural and contractual requirements.
5. Provide system support to Helpdesk Team.
6. Weekly planning meeting with supervisor/Contract Manager.
7. Create and maintain effective individual and team working relationships with the FM, Operational and Business Development teams as well as the Client, Subcontractors and their representatives.
8. Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints.
9. Create and maintain effective individual and team working relationships with all internal and external customers, maintaining client confidentiality at all times.
10. Ensure excellent customer service delivery, promote customer satisfaction and achievement of all SLA's and KPI's.
11. Responsibility for the implementation of Health and Safety, quality, environmental system requirements ensuring compliance with all legislation and BAM FM policy and procedures.
12. Maintain up to date records in accordance with legislative and BAM FM requirements.

Who are we looking for?

1. Understanding of the FM business.
2. An understanding of FM contracts (ideally within a PFI context), key performance indicators and deliverables.
3. Excellent customer service and time management skills.
4. Ability to work under pressure and achieve deadlines.
5. Management experience within Facilities management helpdesk operations (Minimum of 5 years).
6. Ability to use own initiative, work under pressure and meet all deadlines.
7. Working knowledge of MS Office including Excel and Outlook.
8. Experience in using Concept Evolution preferable.

What's in it for you?

A challenging and continuously changing environment in a forward-thinking organisation. In addition to an attractive salary and benefits package, we support further personal growth and development.

Your work environment

People are at the heart of what we do at BAM. We recognise that creating a diverse and inclusive environment that nurtures our employees and encourages them to bring their best and whole self to work is crucial. We're on an exciting journey to get us there by recruiting the very best talent to join us regardless of race, colour, religion, national or ethnic origin, sexual orientation, gender identity or expression, age, disability or other characteristics.

Be you! Join us today, so we can achieve amazing things together and build a sustainable tomorrow.

Who are we?

The art of building is about building for communities; it's about building for life.

Where others stop, we go further, leading the way towards a sustainable tomorrow for us and future generations. As an industry leader, we raise the bar.

Our values: sustainable, inclusive, collaborative, reliable and ownership, enable us to achieve our ambitions. Today, tomorrow and every day.

Our recruitment process, what you need to know?

BAM is committed to ensuring a fully inclusive recruitment and onboarding process, so if at any time you feel you may need any reasonable adjustments, do not hesitate to speak with one of our team, and we will do our best to support you.