Compliance and Helpdesk Manager

pinnaclegroup.co.uk; Thorpe-le-Soken; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading provider of housing and workplace services is looking for a Compliance and Helpdesk Manager in Thorpe-le-Soken. This role involves overseeing a team and ensuring compliance with KPIs and contract obligations. The ideal candidate will have strong organizational skills and experience in helpdesk management. Additional perks include flexible working arrangements, private medical insurance, and personal development plans. Salary ranges from £30,000 to £35,000 annually, with a permanent contract.

Benefits

Flexible Working Arrangements

Private Medical Insurance

Enhanced Pension Scheme

Life Assurance

Personal Development Plans

Qualifications

• Strong understanding of Total FM services.
• Experience managing helpdesk functions.
• Ability to compile, interpret, and present various reports.

Responsibilities

• Manage and lead office staff including Data Processor and Helpdesk Coordinator.
• Oversee KPI interpretation and contract obligations.
• Compile and deliver accurate reports.

Skills

Understanding of Total FM services

Knowledge of statutory and contractual compliance

Helpdesk management experience

Report compilation and presentation

Organizational skills

Job description

# Compliance and Helpdesk Manager## Job IntroductionPinnacle Group are looking to recruit an experienced and highly organised Compliance & Helpdesk Manager to lead a dynamic team and ensure seamless operations across compliance and helpdesk functions. role, you will manage a site team including a Data Processor, PPM Planner, and Helpdesk Coordinator, while serving as the go-to expert for interpreting KPIs and contract obligations. You’ll oversee monthly client meetings, compile and deliver accurate reports, and ensure all outputs meet contractual and regulatory requirements.Our Total Facilities Management team delivers integrated asset management and maintenance services across education, leisure, corporate, health and residential sectors.We focus on keeping facilities running smoothly, safely, and efficiently – helping our clients create spaces that work for everyone.**Who we are**Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.We’re a people-first organisation with a values-driven culture that has stood the test of time -reflected in the way we care for both our employees and our customers.**Who we’re looking for**We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.Key responsibilities:* Directly manage and lead three key office staff: the Data Processor, the Helpdesk Coordinator, and the PPM Planner.* Enhance staff performance and utilization, encouraging the team to deliver their best work.* Develop a thorough understanding of the contract KPIs to support internal stakeholders.* Be the go-to resource for explaining KPI details and ensuring the business understands these metrics.* Coordinate with the team to gather data, request extensions if needed, and ensure timely delivery of client outputs.* Compile and issue all required reports (monthly, weekly, annual, utilities) in line with contractual requirements.* Represent the department in monthly meetings with the SPV, the authority, and the schools, reporting on performance data and office developments.* Calculate and report monthly on any unavailability and penalty deductions, ensuring accurate tracking of performance failures.Key requirements:* Strong understanding of Total FM services* Knowledge of statutory and contractual compliance requirements (PPMs, KPIs, SLAs).* Experience managing helpdesk functions, ensuring timely response and resolution.* Ability to compile, interpret, and present weekly, monthly, and annual reports (including utility and compliance reports).* Familiarity with contract agreements and obligations, including roofing and building compliance.* Proven experience line-managing multiple roles (e.g., Data Processor, PPM Planner, Helpdesk Coordinator).* Strong organisational skills for collating data and managing extensions or variations.**Our Offer**We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression.In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:* Maternity/paternity packages* Flexible Working Arrangements* Life Assurance* Enhanced Pension Scheme* Additional Annual Leave* Private Medical Insurance* Cycle to Work Scheme* Employee Assistance Programme* Retail Discounts* Childcare Assistance* Season Ticket Loans* Sick Pay Schemes* Personal Development Plans### Compliance and Helpdesk Manager* **Salary** £30000 - £35000* **Frequency** Annual* **Job Reference** P2184* **Contract Type** Permanent* **Closing Date** 18 February, 2026* **Job Category** Manager* **Business Unit** Total FM* **Location** Thorpe Le Soken, United Kingdom* **Posted on** 14 January, 2026