Operation Support required in London

My client is looking to recruit an experienced Operations Support to join their team in London. As Operations Support you will serve as a crucial component in supporting the operation of our organization. Your primary responsibility will be to support the business with planned, preventive, reactive maintenance and quoted works across our client base. The success of this role depends upon your experience in helpdesk facilities-related service requests, ensuring timely resolution of issues, and maintaining high levels of customer satisfaction. This role acts as the central point of contact for all facilities support queries, liaising with internal teams, contractors, and stakeholders.

Mon Fri 8am 5pm ( musty have flexibility)

Opportunity to work Hybrid

Responsibilities

• Helpdesk Operations
• Act as the first point of contact for all facilities-related requests (e.g. Soft and hard FM).
• Log, track, and manage service requests using a CAFM/helpdesk system.
• Prioritise and assign jobs based on urgency and SLA requirements. Pricing and Commercial Management
• Price and issue quotes for all planned and reactive jobs
• Track various quoted works costs and labour to ensure delivery of Commercially Profitable quoted works in a timely manner
• Create and dispatch work orders to internal teams or external contractors.
• Monitor progress and ensure timely completion of tasks.
• Close jobs accurately with proper documentation and updates. Customer Service
• Provide timely updates to clients and internal stakeholders.
• Handle queries, complaints, and escalations professionally.
• Ensure high levels of customer satisfaction and service delivery. Coordination & Communication
• Liaise with engineers, technicians, and service providers.
• Coordinate planned and reactive maintenance activities.
• Ensure all equipment and machinery is arranged Reporting & Administration
• Maintain accurate records of all helpdesk activities.
• Generate reports on KPIs, SLAs, response times, and performance.
• Support audits and compliance requirements. System & Process Management
• Ensure data accuracy within CAFM/helpdesk systems.
• Identify process improvements to enhance efficiency.
• Support implementation of new systems or procedures

Additional responsibilities:

• Supports the preparation and coordination of tender submissions, ensuring

accuracy, consistency, and compliance with client specifications.

• Maintains robust sales pipeline governance, supporting pricing validation and

bid quality assurance.

Qualifications Desirable

• Background in Facilities Management or Business Administration.

• Customer service or FM-related certifications.

• Understanding of SLAs, KPIs, and compliance standards.

Requirements / Skills

• Previous experience in a helpdesk, customer service, or facilities management role.

• Familiarity with CAFM systems (e.g., Concept, Maximo, ServiceNow, etc.).

• Strong organisational and multitasking skills.

• Excellent communication and interpersonal abilities.

• Ability to prioritise workload in a fast-paced environment.

• Good IT skills (MS Office, especially Excel).