Johnson Fellows are commercial property consultants formed in 1984. We provide commercial property advice across the country via our offices in Birmingham, London, and Manchester.

Our Partner led specialist departments act for clients including retailers, investors, private individuals, pension funds, developers and occupiers of all types of commercial premises.

The Property Management team is currently recruiting a dedicated Senior Helpdesk Manager for all client instructions.

• Title: Helpdesk Manager
• Hours: Monday- Friday 9.00am- 5.30pm
• Salary: TBC

The role will involve:

• Taking all inbound maintenance request calls via email or phone
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• To take ownership of user problems and be proactive when dealing with user issues
• To log all calls on the call logging system and maintain full documentation. Allocating service requests to the dedicated service provider
• Have a strong commercial awareness of supplier’s performance against agreed SLA’s and reporting regularly using agreed KPI’s.
• Communicating and chasing service providers for updates and time scales
• Updating the relevant documentation with precise notes
• Updating end of day notes to pass to the out of hours team
• Dealing with complaints in regards to call outs
• Extract monthly maintenance details and cross-reference it against the maintenance schedule.
• Constantly assessing contractor competency, reviewing H&S arrangements to ensure all services are supplied in accordance with Johnson Fellows policies, regulatory compliance and industry best practices.
• Raising of purchase orders to be assigned to contractors

Essential Criteria

We are looking for someone who is from a service sector background and looking to make the step into a more senior role. Communication, both written and verbal is key to providing the best service possible. The right candidate will be hungry to make the role their own and are ambitious to grow with the company.

The key traits that we are looking for:

• You will have experience on a Service Desk
• You will have strong time management skills with the ability to prioritise your workload.
• Excellent communication skills: written, verbal, report writing and presenting
• Proficient in Microsoft/365 and CAFM experience
• Excellent time management, planning, organisational and delegation skills
• Build and maintain strong professional relationships with external stakeholders, including clients, contractors, and customers
• Self-motivated
• Highly competent in end point management
• Develops others by sharing own experience and expertise
• Able to lead by example and act with integrity
• Ability to see big picture and evaluate the wider implications of solutions or processes
• Ability to work as part of a team as well as individually
• Incident and service request management

Send your CV and a supporting statement explaining why you’re interested in a career in surveying and what excites you about joining Johnson Fellows to: careers@johnsonfellows.co.uk or apply directly Careers | Johnson Fellows