Adore Recruitment Ltd

Lead the team. Drive performance. Deliver exceptional customer service. My long-standing client within the Building Services industry is looking to recruit an experienced Customer Operations Manager to lead their busy Helpdesk team. Having worked with this business for a number of years, I've seen them go from strength to strength. They have grown steadily by delivering an exceptional service to their customers and now operate from beautiful modern offices, providing a fantastic working environment for their team. This is a key leadership role within the business and would suit someone with a strong operational background who enjoys leading people, improving processes and delivering first-class customer service. Whilst experience within Facilities Maintenance, Facilities Management or Building Services would be highly advantageous, candidates from similar other fast-paced operational environments may also be considered. Experience within the retail property maintenance sector would also be useful but is by no means essential. The Role As Customer Operations Manager, you'll take ownership of the day-to-day running of the Helpdesk, ensuring the team delivers an efficient, customer-focused service while meeting customer expectations and contractual service levels. This is very much an operational management role, with responsibility for leading the daily operation, managing workloads, prioritising resources and ensuring the team consistently delivers an outstanding service. Whilst you'll line manage the Helpdesk team, the majority of HR administration is supported by an external HR provider, allowing you to focus on operational performance and continuous improvement. Your responsibilities will include: Leading and motivating the Helpdesk team to deliver exceptional customer service. Overseeing reactive and planned maintenance works to ensure SLA compliance. Managing Priority 1 and Priority 2 jobs, ensuring customers receive regular updates. Building strong relationships with key customers and resolving escalated issues. Monitoring KPIs, SLAs, workflow and performance. Producing reports for senior management and making recommendations for improvement. Driving continuous improvement across systems, processes and procedures. Working closely with contractors and internal departments to ensure excellent service delivery. Creating a positive, accountable and customer-focused culture within the team. About You You'll be an experienced people manager with strong operational experience within the Facilities Maintenance and Management sector and a passion for delivering outstanding customer service and improving operational performance. Why Join? This is an excellent opportunity to join a well-established and growing business that genuinely values its people. You'll have the autonomy to make a real impact, lead a successful team and play a key role in the continued growth of the business. Working from beautiful modern offices with a supportive leadership team, you'll be joining a company that invests in its people and encourages new ideas to improve service and performance. Ready for your next challenge? Apply now

New Offices Free Parking Great Team Long-Term Career Opportunity Due to continued growth and exciting new client wins, we're looking for an organised and proactive Maintenance Coordinator to join a friendly Help Desk team in modern new offices based in Basildon. This is a fantastic opportunity to join a company that has gone from strength to strength, building an impressive portfolio of prestigious clients, including well-known designer brands. If you enjoy coordinating jobs, speaking with customers and suppliers, and keeping everything running smoothly, this could be the perfect role for you. What you'll be doing: Managing maintenance requests received by phone, email and client portals Scheduling engineers and subcontractors to attend planned and reactive maintenance jobs Updating the CAFM system with accurate job information and progress notes Raising purchase orders and coordinating permits where required Liaising with clients and suppliers to provide updates and obtain quotations Ensuring jobs are completed and closed correctly within the system Supporting planned maintenance programmes, including handyman and electrical works Working closely with the wider Help Desk team to deliver an outstanding service We're looking for someone who has: Previous experience within Facilities Management Help Desk or Service Desk, Maintenance Coordination or Scheduling Excellent organisational and administration skills Strong customer service and communication skills Good IT skills, including Microsoft Office (training on CAFM systems can be provided) What's on offer? £30,000 depending on experience Modern, newly refurbished offices Free surrounding parking Friendly, supportive team environment Opportunity to work with an established business that continues to grow Long-term career prospects and ongoing training Overtime available for out-of-hours support If you're looking for a role with a successful and growing company where your organisation and customer service skills will be valued, we'd love to hear from you. Apply today with your CV!