Job Description

Overview:
Care. Initiative. Pride. We see more than just high standards.
Facilities Support Centre Helpdesk-Planning Manager
Location: The Albus, 110 Brook Street, Glasgow, G40 3AP
Working hours: Monday - Friday (Alt weeks 8am-4pm or 9am-5pm)
Contract Full Time - Fixed Term until - May 2027
Relationships. Results. Success. At Robertson Facilities Management, we see them our way. We're professional enough to make every collaboration count. Driven enough to deliver the very best service to everyone we work with. Friendly enough to make sure any environment we manage is as enjoyable as it is safe. Join us and you'll join the UK's largest family-owned construction, infrastructure and support services businesses. And as a Facilities Support Centre Helpdesk-Planning Manager, you'll be part of a team that's doing incredible things - for ourselves, for the partners we work with, and for a truly sustainable future. Your new role:
What you'll do:

• Drive the delivery of service in line with SLA requirements of contracts being managed within their remit and ensure that team share this understanding
• Ensure robust management of records in compliance with ISO9001, ISO14001, ISO27001 and company policies and procedure.
• Work collaboratively to establish systems of governance, monitoring and control, designed to ensure appropriate control over all critical service points, to maximise customer satisfaction, minimise customer complaints and other adverse feedback.
• Manage and develop the Quality of the throughput of their team using tools and methods provided
• Accountable for planning and organising team resource to ensure maximising service capabilities
• Actively manage the allocation of daily workload attributed to the Team to ensure the achievement of SLA's
• Support Head of Services as required and to support development of the FSC
• Own and drive engagement with Internal Customers and stakeholders (Contract Managers etc), to maximise support in the execution of service
• Accountable for ensuring robust reporting as appropriate that captures and demonstrates Team Performance including customer reporting tools for monthly stakeholder reviews
• Maximise FSC support function by reporting at Op's meetings the monthly performance, SLA requirements & opportunities across regions of both handling and call progression to completion.
• Working collaboratively with colleagues providing inputs to bid proposals in relation to the Facilities Support Centre.
• Manage budgets and resources to meet business requirements including sickness.
• Undertake monthly auditing of OOH sub-contracting helpdesk.
• Ensure standardisation of Helpdesk and planning functions across the operation portfolio where contracts have local arrangements
• To develop their team as individuals and as a team
• Undertake end to end management of the team through ensuring regular Monthly One to One Sessions with each member of their team and hosting monthly Team forums

What you'll need:

• Can demonstrate direct Supervisory/managerial experience in a similar role
• Excellent interpersonal skills
• Strong written and oral communications
• Ability to motivate and direct team members
• Proven ability in problem-solving and utilisation of analytical skills
• Effective prioritisation
• Understands and implements an organisation's goals and objectives
• Performance Management Skills
• Ability to create and present ideas
• Can demonstrate strong focus on delivery of Customer Service

Who we're looking for:
People are at the heart of everything we do and achieve at Robertson. To fit right into the team, you'll be committed to understanding the needs of our customers and work collaboratively towards our shared goals; get the best from teams and individuals, be confident in your decisions, and calm and quick to adjust to unexpected challenges; and help us make progress towards a sustainable future for ourselves and our communities. What's in it for me:
Working the Robertson Way
Joining us isn't just about seeing things our way. It's also about working the Robertson Way too, by bringing our 5 guiding principles to life. Here's what that means...
We listen
Listening enables us to work positively and collaboratively, and gives customers, partners and colleagues the assurance that their voices are always heard.
We are professional
Our mix of prudence and diligence, care and attention to detail means that our customers have certainty and assurance in everything we do and trust us to deliver.
We take responsibility
Each of us is accountable for what we do. From the smallest detail to team safety and caring for our communities and the environment, we know that everything matters.
We are determined to succeed
Every challenge is an opportunity. We work collaboratively and focus on safety, productivity and quality to find solutions we can be proud of and that provide a positive, lasting benefit.
We are one team
We work as one - in our teams and partnerships, and with our customers. We respect each contribution, and everyone stands up to be counted. We are Team Robertson.
What's in it for you?
In addition to the hourly rate, we offer a wide range of rewards and benefits:

• 33 days annual leave
• Private Healthcare
• Private pension
• Life assurance
• Cycle to Work scheme
• Rewards platform for discounts with retailers, supermarkets, restaurants and more
• Annual flu vaccine
• Free Health & Wellbeing advice

When it comes to diversity and inclusion, we see things differently at Robertson. We're a company with strong family values and are committed to building a workforce which reflects the diversity of the customers and communities we serve. That's why we're working to create a truly inclusive workplace where everyone can feel welcome, included, and where we can all be our authentic selves.
Apply now
If you've got what it takes to look at things differently, to find new perspectives, and to discover the extraordinary within the ordinary, we'd love to meet you.

Skills Required