Location
London Borough of Redbridge, Lynton House / Flexible working available

Hours
Permanent – Full Time

Salary
£40,575 per annum

About the Role
Redbridge is an ambitious, diverse and exciting east-London borough committed to building strong communities and transforming the Council. As one of the fastest growing and third most diverse London boroughs, Redbridge offers excellent schools, affordable housing, quality open spaces and rapid transport links into central London.

Redbridge Facilities Management provides essential maintenance, repairs, cleaning, security and property services across over 600 Council buildings, schools, estates and public spaces. We ensure these properties remain safe, functional and well-maintained for residents, staff and visitors.

We are seeking an experienced, organised and calm leader to supervise our central Help Desk, the heartbeat of our operations. You will lead a team responsible for logging, prioritising, allocating and tracking all service requests, repairs, enquiries and jobs. Your role will be key in maintaining service standards, coaching the team, and liaising with contractors, tenants, council departments and residents to ensure smooth running of estates and buildings.

Key Responsibilities:
- Lead, train, mentor and schedule a team of 2 Help Desk Officers; set KPIs and review performance
- Manage all incoming requests via phone, email, portal and in-person, ensuring efficient logging, triaging, assigning, chasing and closing
- Monitor contractor performance, SLAs and response times; escalate delays or non-compliance
- Resolve complex, sensitive or escalated issues including resident complaints, emergency repairs and access problems
- Maintain accurate records, asset logs and job histories; produce weekly and monthly reports on volumes, performance and trends
- Update and improve desk procedures, call scripts and workflows; ensure GDPR, data protection and council policies are followed
- Liaise with Housing, Building Services, Estates, Finance and contractors to align priorities and resolve bottlenecks
- Manage payment of invoices and journaling

Experience
- Proven experience in a help desk, facilities, housing maintenance or customer services environment
- Prior supervisory or leadership experience
- Track record managing high-volume enquiries and meeting service level agreements
- Confident user of CAFM/CRM systems (e.g. Civica, MRI, ServiceNow or similar) and Microsoft 365

About you
- Excellent communicator: clear, calm and authoritative with residents, contractors and colleagues at all levels
- Strong problem-solver able to de-escalate conflict and make sound decisions under pressure
- Knowledgeable of health & safety, GDPR and data protection requirements
- Committed to equality, diversity and serving the Redbridge community

Qualifications
- Desirable qualifications include Facilities Management, Customer Service or Business Administration
- Experience in local government, social housing or public sector facilities management is advantageous
- Knowledge of Redbridge borough, council estates and property portfolio is beneficial
- Experience managing reactive maintenance and emergency call-outs is preferred