Find More Than 10K+
United Kingdom Jobs

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure – including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our FM business delivers Facilities Management to homes, public and private sector bodies including Registered Providers, schools, universities and blue light statutory authorities. We pride ourselves on placing people at the centre of what we do, while maintaining our values of high quality and excellent customer care.

The Role - Helpdesk Operator

The Helpdesk Operator will be responsible for taking and logging calls to the Help Desk, managing the input of data and generally assisting the Helpdesk Administrator in the administration of the contract. Also, to ensure excellent client and customer relations. To prepare monthly reports and manage QFM.

Duties/Key Responsibilities

• Help Desk duties, including answering the phone, logging calls, reporting to site teams & ensuring jobs are closed within the KPI’s.
• Assisting reports are correct and produced on time in line with the Contract.
• Managing the calendar for client reports due with assistance of Contracts Manager and Helpdesk Administrator.
• To answer general correspondence and to produce documentation, i.e. letters, policies, schemes of work etc. using appropriate available technology.
• To ensure the Helpdesk mailbox is managed and all jobs are logged accurately onto CAFM System.
• To produce a database of standard procedures and letter files to ensure school wide consistency.
• To ensure an effective file management system on the shared drive including all documentation to ensure all electronic files are up to date.
• To liaise with external agencies where appropriate.
• To ensure all PPM and remedial works are logged onto CAFM System
• Third Party Letting Reconciliation
• Dealing with general enquiries and complaints from school staff, stakeholders etc.
• Logging and liaising with third party requests for booking school facilities.
• In conjunction with the Helpdesk Administrator, to produce performance monitoring data from the Help Desk.
• Keeping an up-to-date shared office calendar, including arranging meetings, hospitality, and events.
• Producing reports
• Producing monitoring data
• Typing up systems, procedures, minutes and other documentation
• Implementation and monitoring of Audit procedures
• Any other ad hoc duties as defined by the Contract Manager or Helpdesk Operator

Skills

• Excellent organisation skills and attention to detail is required.
• Decision making and problem solving.
• Commitment to Customer Service
• Team working
• Outstanding written and oral communication is required.
• To be able to demonstrate the behaviours required as outlined in the Living the
• Values section of the Pinnacle Way booklet.

Pinnacle Group strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.

We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

Contact information

NewhamFM Mock