Job Description

JOB DESCRIPTION

Job Title: Helpdesk Lead (Crown Estate Contract)

Purpose of Job

To lead and oversee the performance of the Helpdesk team, ensuring all client requests are actioned promptly, data is accurately captured, and service delivery meets SLAs. This role provides line management and escalation support, facilitates training, and champions a culture of service excellence.

Key Responsibilities:

Line management of Helpdesk Operators including performance reviews and workload distribution. Act as escalation point for client or internal issues relating to Helpdesk function. Ensure all calls and tasks are processed in line with SLA/KPI requirements. Monitor and manage daily WIP reports, ensuring task ownership and completion. Liaise with engineers, Contract Managers, and sub-contractors to ensure timely service delivery. Validate and review reactive and PPM logs for compliance. Provide training and onboarding for new Helpdesk staff. Support reporting and data accuracy across Vantify/Elogbooks, RiskWise, and other systems. Collaborate with the Performance Manager to support accurate monthly reporting. Identify and drive continuous improvement across Helpdesk operations.

Accountabilities

Reporting to the onsite Performance Manager. Working closely with the Performance Manager. This post carries no direct budgetary responsibility.

Person Specification / Attributes Required Education

Required Skills & Experience:

Proven Helpdesk or Customer Service Lead experience. Strong leadership and communication skills. Advanced understanding of CAFM systems (Vantify/Elogbooks preferred). Data-driven mindset with attention to accuracy and detail. Ability to manage priorities in a high-pressure environment. Knowledge of FM terminology and engineering environments advantageous.
At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success!