helpdesk supervisor.

Location: Central London

Salary: Up to £45,000 + Hybrid working

Contract: Monday - Friday: 8am - 5pm + overtime

The Opportunity

Are you a customer service professional with a passion for operational excellence? We are seeking a Helpdesk Supervisor to lead the frontline service delivery for one of the UK's most prestigious multi-use developments.

This is not a standard helpdesk role. You will be overseeing a fast-paced hub that supports a diverse ecosystem of high-end residential units, retail spaces, and corporate offices. We need a leader who can balance the nuances of different stakeholder needs while ensuring our technical teams are deployed with precision.

The Role

As the Helpdesk Supervisor, you will be the engine room of our facilities management delivery. You will lead, mentor, and motivate a team of coordinators to ensure every service request-from a leak in a luxury apartment to a power failure in a retail unit-is handled with speed and professionalism.

Key Responsibilities:

• Team Leadership: Manage the daily workflow of the helpdesk team, ensuring all calls and emails are handled within strict contractual SLAs.

• CAFM Management: Take ownership of the CAFM system, ensuring data integrity and the efficient allocation of reactive and planned tasks to the engineering team.

• Performance Governance: Monitor team KPIs, identify trends in service requests, and produce detailed weekly/monthly reports for the Client and Senior Management.

• Escalation Management: Act as the first point of escalation for complex queries, resolving issues with a focus on "first-time resolution" and customer satisfaction.

• Process Improvement: Continuously review helpdesk procedures to drive efficiency, automation, and a better "user journey" for our occupiers.

• Stakeholder Liaison: Build strong relationships with Building Managers, Technical Leads, and Tenant Representatives to ensure a joined-up approach to service delivery.

What We're Looking For

We are looking for a "super-user" of CAFM systems who understands the mechanics of a large-scale facilities contract.

Experience & Skills:

• Proven Leadership: Experience supervising a helpdesk or customer service team within a Facilities Management (FM) or Property Management environment.

• Technical Proficiency: Advanced knowledge of CAFM systems and the ability to extract and analyse data to improve performance.

• Sector Knowledge: Experience with multi-use or large-scale commercial contracts is highly desirable.

• Communication: Exceptional verbal and written skills; you must be able to remain calm and professional under pressure.

• Adaptability: The ability to pivot between the high-touch service required for residential tenants and the process-driven requirements of corporate occupiers.

Why Join the Team?

You will be working on a landmark contract that offers high visibility and the opportunity to make a tangible impact on the success of a world-class asset.

• Competitive salary and professional development opportunities.

• Comprehensive benefits package.

• A modern, tech-forward working environment.

• Clear career pathways into Contract Management or Account Leadership.

If you are a proactive leader who thrives in a dynamic, high-spec environment, we want to hear from you. Apply today.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.