Facilities jobs in United Kingdom

The details for the selected vacancy are shown below.

Location – Based in the Manchester office (M3 2LF)

Hours – Monday to Friday, 8am to 5pm

• Salary – £30,000.00 per annum
• 25 days annual leave plus bank holidays
• Employee discounts via Perkbox
• Cycle to work scheme
• Access to a virtual GP
• Access to a health & wellbeing app
• Training opportunities provided by Apleona

We are currently seeking a Facilities Helpdesk Lead to oversee, manage and support the operations of the company’s central Helpdesk. Your role will include conducting regular support and attention to the two individuals within the team. You will regularly liaise with engineers, contract managers, clients and suppliers to ensure the team is working towards meeting SLAs and effectively completing all operational duties.

As the Facilities Helpdesk Lead, you will be the first point of contact for incoming calls and the delegator for emails within the shared inbox. You will be managing the daily workflow of incoming queries ensuring emails are delegated to the relevant individual and acting on potential escalated issues when required.

The Facilities Helpdesk Lead will place callouts, be responsible for raising POs/ work orders, dealing with job sheets, work on and manage performance scores on the CAFM systems and mentor your team to always strive for business continuity throughout the portfolio.

• Lead, mentor, and support the Helpdesk team, ensuring efficient daily operations.
• Allocate and arrange attendances for all call outs that are received through the inbox and over the phone.
• Delegate all queries that are received within the shared inbox and over the phone ensuring tasks are assigned correctly.
• Communicate with engineers, on-site teams, contract managers, clients, subcontractors to ensure service delivery is to the best standard.
• Deal with job reports and ensure they are to the best standards meeting compliance and client expectations.
• Allocate and monitor workload, ensuring timely handling of all requests.
• Build strong working relationships with key operational stakeholders.
• Work towards required SLAs.
• Complete weekly performance reviews based on CAFM System performance scores.
• Attend monthly performance reviews with the Contract Supports.
• Conduct regular catch-ups and performance reviews for Helpdesk individuals.
• Serve as first point of escalation for complex service requests and customer issues.
• Cover other roles within the Helpdesk Team in the event of Annual Leave or Sickness.

• Good verbal and written communication and numerology skills
• Experience in using all Microsoft applications
• Strong leadership and team-coordination skills
• Problem-solving and decision‑making capabilities
• Professional and customer‑focused
• Proactive, reliable, and adaptable
• Strong team spirit and supportive leadership style
• Ability to effectively manage competing priorities.
• Commitment to continuous improvement and efficiency
• Experience in dealing with a high‑demanding industry
• Ability to work under pressure and manage multi‑tasking duties
• Experience in working on CAFM systems – desirably Vantify and Navision
• Understanding of FM operations

Apleona deliver facilities management services toa client base that extends across 520 UK operational sites, we employ over 1800 talented people to deliver service solutions that work for our clients. Our culture is fast paced, challenging and above all, friendly and we are looking for you to join us!

Apleona is an equal opportunities employer, and we are committed to recruit a diverse and inclusive workforce. We base all our employment decisions on merit, job requirements and business needs. Don’t miss this opportunity, apply now!