Customer Service Manager (Facilities & Maintenance Helpdesk)
Location: South London
Salary: £40,000 – £45,000 per year
Job Type: Full‑time
Working Pattern: Monday to Friday
Work Location: On‑site
Job Summary
We are looking for an experienced Customer Service Manager to join this large Facilities Management organisation. The core focus of this role is to lead the central helpdesk for all maintenance and facilities‑related enquiries. Based in South London, you will manage the team responsible for triaging, prioritising, and allocating reactive and planned maintenance requests across various customer sites.
This role is key to ensuring that all service requests are handled efficiently, recorded accurately, and communicated clearly to customers, engineers, and service partners. You will oversee daily operations, support continuous improvement, and maintain high service standards.
Key Responsibilities
- Lead and manage the customer service/helpdesk team, ensuring high‑quality service delivery.
- Oversee the triage of all maintenance enquiries, ensuring accurate logging, prioritisation, and allocation of work orders.
- Monitor job progress, ensuring updates, communication, and completion within agreed timescales.
- Act as the escalation point for urgent, complex, or high‑risk issues.
- Maintain accurate data within the CAFM system and ensure all records are up to date.
- Produce performance reports, analyse trends, and identify opportunities for improvement.
- Build strong working relationships with internal teams, engineers, and external contractors.
- Ensure consistent communication with customers regarding job status, delays, and resolutions.
- Support process improvements to enhance efficiency and customer experience.
- Experience managing a customer service or helpdesk team within facilities management, maintenance, or a similar operational environment.
- Strong understanding of reactive maintenance workflows and service triage.
- Confident communicator with excellent stakeholder management skills.
- Highly organised, calm under pressure, and able to manage competing priorities.
- Comfortable working with CAFM or service management systems.
- Customer‑focused, proactive, and data‑driven in your approach.
Pay: £40,000\.00\-£45,000\.00 per year
Application question(s):
- Have you used CAFM system
- Customer service: 3 years (required)
- South London, Greater London (preferred)
This listing is from indeed. View original listing ↗