Helpdesk & Estimation Manager
Birmingham, West Midlands
£40,000 - £50,000 plus car allowance

Are you a proven helpdesk manager looking for a new challenge? Or an experienced Helpdesk supervisor looking for that next step up in your career? Do you have experience of the internal sales and estimation process relating to Small Works, or the desire to take that on?

We have partnered with an established FM Service provider who has had extensive growth over the past few years. They provide Total Facilities Services to a wide range of clients across the UK and are currently looking to recruit an experienced Helpdesk & Estimation Manager in Birmingham.

The Helpdesk & Estimation Manager is responsible for leading a team of people in ensuring that all jobs are correctly captured and logged onto the CRM system. The position also ensures that customer queries and enquiries are handled correctly and that where needed appropriate costs and quotations are provided to generate business opportunities to new and existing customers.

Role & Responsibilities

* The oversight of the dedicated helpdesk for a UK client base.

* Preparation of accurate quotes for small building works and maintenance jobs. Work with suppliers and contractors to get the best prices and ensuring customer KPIs are met.

* The successful candidate will take ownership of the end-to-end customer journey, responsible for all aspects of customer call handling & interaction.

* Work order planning & scheduling, jeopardy management, reporting and data analytics associated to the contract.

* Reporting to the Operations Director the Helpdesk Manager will play an instrumental role in delivering our contracts to more a wide portfolio of clients.

* You will ensure that PPM and statutory tasks are planned, resourced and completed in line with specific PPM contract and legislative requirements. You will also report on these tasks each month.

* You will also have responsibility for the accurate collection, analysis and reporting of daily, weekly and monthly performance data

* Effective management, training and motivating of our helpdesk team to ensure they offer the best service in the UK.

What you'll need to succeed
The role will require an experienced Helpdesk Manager or Helpdesk Supervisor who has worked within the FM & Maintenance industry for at least 5 years. You must also have;

* Excellent Customer Service skills

* Experience in quoting and estimating.

* Microsoft Office experience and be very comfortable using all formats

* Minimum 2 years Supervisory experience of a team.

* Good initiative with the ability to troubleshoot a wide range of technical problems.

* Experience in building works, maintenance, or a related field.

* Leader - Ability to work with little or no supervision.

* Confident in own ability - Strong decision making

* Good Leadership skills - Can lead and motivate an inexperienced team