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Customer Service Manager (FM Helpdesk)

Estates and Facilities

Location:  City Centre Campus
Salary:  £31,095 to £33,799 per annum pro rata
52 weeks/12 months Maternity Cover
Closing Date:  Wednesday 24 October 2018
Interview Date:  Thursday 01 November 2018
Reference:  092018-427

BCU has invested £260m million in its estate, including a major expansion of the City Centre Campus at Eastisde, providing students with an enviable range of facilities.  The complete University guide ranked BCU as a top 30 UK university for spending on facilities in 2015.

Reporting to Assistant Director of Estates and Facilities (Facilities Management), this is an interim role covering maternity leave for 52weeks/12 months. This position is covering the Customer Service Manager (FM Helpdesk).

The role is currently part of a project working group in the implementation of a new CAFM system within the University and will be expected to play a key part of the project working group in leading and developing the set up a new helpdesk team. 

This role will also provide operational accountability and management of a new team that will have responsibility of managing key contractors and sub-contractors through the helpdesk central service centre for Health and Safety compliant matters related to the estate, including compliant records that will need maintaining and monitoring.

The role will also be required to constantly analyse critical management information in order to prioritise resources and drive improvements, seeking opportunities to improve service levels and reduce overall costs through better asset management and work order management.

The ideal candidate will have prior helpdesk management experience in a large organisation and have technical knowledge of buildings and contractors preferably within a FM capacity.  The experience of CAFM system will be essential in order to be involved in the implementation of this project.   

It is important that the candidate has experience in managing people and that you are highly skilled in influencing, negotiating and have exceptional communication skills in a highly focused customer service role.

A relevant professional qualification. Experience in higher education is desirable.

Further details:
Please note that this role is not capable of sponsorship under Tier 2 of the points based system.
 
Please note on occasions where we receive a large number of applications, we may close the advert ahead of the publicised closing date. If this does happen, we will contact all candidates via email who have started but not yet completed their application, giving 48 hours’ notice.  We would therefore advise that you submit your completed application as soon as possible.
 
Birmingham City University holds an Athena Swan Bronze Award and promotes the advancement of gender equality through Representation, Progression and Success for All. We are an equal opportunities employer and welcome applications from all sections of the community.


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