Workplace & Operations Support Manager

Description:

Atlas Workplace Services are looking for a Workplace & Operations Support Manager to join our Team in Milton Keynes.

As the Workplace & Operations Support Manager you will lead, manage and develop the Atlas Helpdesk and scheduling function, seeking continuous improvement through technology and process enhancements to ensure it is acknowledged through the Facilities Management industry as leading edge. You will also act as a contact point for the Milton Keynes head office, to ensure a safe, compliant, fit for purpose and fully operational building.

The role is primarily located at our head office in Milton Keynes however travel to other sites within the scope of the contracts and teams they are managing will be required. Working hours will be agreed to cover the shifts that the team do between 07:00-18:00.

Principle Duties and Responsibilities

Helpdesk & Scheduling Management

• Lead and manage the Atlas Helpdesk function to deliver an excellent customer service, ensuring client queries are handled effectively and the quality expectations of the business are met;
• Motivate, lead and develop the Helpdesk team to achieve Atlas's goals and objectives;
• Build and maintain relationships with Atlas's clients to ensure tasks are handled to their satisfaction, attending client meetings and providing reports as required to the client demonstrating Helpdesk performance;
• Provide support to the Account Management and Operational team, obtaining feedback to ensure customer needs and requirements are met and delivered through the Helpdesk service, nurturing positive trends and resolving issues if they arise;
• Build on and manage the relationship with the Out of Hours Helpdesk provider, chairing monthly performance meetings, conducting briefings on new clients, reviewing performance reports & statistics and authorising monthly costs in line with the agreed contract;
• Ensure all Helpdesk processes and procedures remain effective, efficient and can withstand audit scrutiny;
• Oversee the management of the team's use of one or more CAFM systems, ensuring client requirements and business needs can be met through the use of these systems, liaising with the Business Systems Support Team to implement enhancements;
• Report upstream on progress against key targets and objectives where the responsibility is that of the Helpdesk team;
• Oversee the recruitment of competent staff to ensure the quality of service is not compromised by lack of skill or resource;
• Manage sickness, absence, disciplinary and grievance issues in line with company policies and procedures supporting the Team Leader in this area accordingly;
• Support the Client Services Director in all areas of the service delivered by the Helpdesk team;
• Supporting new client mobilisations, gathering details, briefing teams to ensure new client requirements are reflected in the Helpdesk set up and operations;
• Support the Business Development team by providing relevant information to support new business bids and tenders;
• Ensure the Helpdesk telephony system is fit for purpose and liaise with the Technology team and any telephony provider as necessary.
• Liaise regularly with the Account Coordination Managers and Scheduling team to ensure effective task management across all teams, as well as the sharing of best practice.
• Manage the scheduling function for Atlas engineering resources, to ensure tasks are correctly and accurately planned, and issued for all PPM and reactive tasks, dependent on skill-set and proximity. To ensure 100% statutory compliance for all self-delivered Statutory PPM tasks, and internal and client targets are achieved for all other PPM tasks.
• Create, analyse and monitor reporting to demonstrate to the Atlas Senior Management Team performance such as productivity, first time fix success, self-delivery first solutions and reduced contractor spend.

Workplace Management

• Be responsible for the general maintenance of the building through PPM management and statutory compliance processes – ensure tasks are carried out by in-house or subcontracted teams, and paperwork is uploaded to go through the Gatekeeper process as well as being recorded in log books as required;
• Ensure the building’s Fire Safety arrangements are in place and are adequate for the premises,
• Ensure fire evacuation plans communicated and tested regularly and suitable Fire Marshalls are trained and in place;
• Manage the access control processes for the building, including the issuing and recording security fobs and keys to relevant and responsible parties and the visitors signing in process;
• Be a point of contact for the Cleaning Manager, carrying out regular cleaning audits, and ensuring tasks are carried out to Atlas’s satisfaction;
• Ensure contractors are inducted onsite and follow the relevant contractor control process;
• Act as the on-site Atlas lead for audits of the Milton Keynes operations to the expected standards (e.g. ISO 9001, 14001, 18001);
• Act as a contact point for all queries for the operations of the Milton Keynes head office;
• Ensure there is a strong Business Continuity process in place to guarantee minimum disruption, with all necessary arrangements regularly tested;
• Carry out any other tasks as directed by your line manager;
• Comply with all relevant Health & Safety Rules and regulations;
• Contribute to the ‘FM Team’ culture.

Atlas Workplace Services are looking for a Workplace & Operations Support Manager to join our Team in Milton Keynes.

As the Workplace & Operations Support Manager you will lead, manage and develop the Atlas Helpdesk and scheduling function, seeking continuous improvement through technology and process enhancements to ensure it is acknowledged through the Facilities Management industry as leading edge. You will also act as a contact point for the Milton Keynes head office, to ensure a safe, compliant, fit for purpose and fully operational building.

The role is primarily located at our head office in Milton Keynes however travel to other sites within the scope of the contracts and teams they are managing will be required. Working hours will be agreed to cover the shifts that the team do between 07:00-18:00.

Principle Duties and Responsibilities

Helpdesk & Scheduling Management

• Lead and manage the Atlas Helpdesk function to deliver an excellent customer service, ensuring client queries are handled effectively and the quality expectations of the business are met;
• Motivate, lead and develop the Helpdesk team to achieve Atlas's goals and objectives;
• Build and maintain relationships with Atlas's clients to ensure tasks are handled to their satisfaction, attending client meetings and providing reports as required to the client demonstrating Helpdesk performance;
• Provide support to the Account Management and Operational team, obtaining feedback to ensure customer needs and requirements are met and delivered through the Helpdesk service, nurturing positive trends and resolving issues if they arise;
• Build on and manage the relationship with the Out of Hours Helpdesk provider, chairing monthly performance meetings, conducting briefings on new clients, reviewing performance reports & statistics and authorising monthly costs in line with the agreed contract;
• Ensure all Helpdesk processes and procedures remain effective, efficient and can withstand audit scrutiny;
• Oversee the management of the team's use of one or more CAFM systems, ensuring client requirements and business needs can be met through the use of these systems, liaising with the Business Systems Support Team to implement enhancements;
• Report upstream on progress against key targets and objectives where the responsibility is that of the Helpdesk team;
• Oversee the recruitment of competent staff to ensure the quality of service is not compromised by lack of skill or resource;
• Manage sickness, absence, disciplinary and grievance issues in line with company policies and procedures supporting the Team Leader in this area accordingly;
• Support the Client Services Director in all areas of the service delivered by the Helpdesk team;
• Supporting new client mobilisations, gathering details, briefing teams to ensure new client requirements are reflected in the Helpdesk set up and operations;
• Support the Business Development team by providing relevant information to support new business bids and tenders;
• Ensure the Helpdesk telephony system is fit for purpose and liaise with the Technology team and any telephony provider as necessary.
• Liaise regularly with the Account Coordination Managers and Scheduling team to ensure effective task management across all teams, as well as the sharing of best practice.
• Manage the scheduling function for Atlas engineering resources, to ensure tasks are correctly and accurately planned, and issued for all PPM and reactive tasks, dependent on skill-set and proximity. To ensure 100% statutory compliance for all self-delivered Statutory PPM tasks, and internal and client targets are achieved for all other PPM tasks.
• Create, analyse and monitor reporting to demonstrate to the Atlas Senior Management Team performance such as productivity, first time fix success, self-delivery first solutions and reduced contractor spend.

Workplace Management

• Be responsible for the general maintenance of the building through PPM management and statutory compliance processes – ensure tasks are carried out by in-house or subcontracted teams, and paperwork is uploaded to go through the Gatekeeper process as well as being recorded in log books as required;
• Ensure the building’s Fire Safety arrangements are in place and are adequate for the premises,
• Ensure fire evacuation plans communicated and tested regularly and suitable Fire Marshalls are trained and in place;
• Manage the access control processes for the building, including the issuing and recording security fobs and keys to relevant and responsible parties and the visitors signing in process;
• Be a point of contact for the Cleaning Manager, carrying out regular cleaning audits, and ensuring tasks are carried out to Atlas’s satisfaction;
• Ensure contractors are inducted onsite and follow the relevant contractor control process;
• Act as the on-site Atlas lead for audits of the Milton Keynes operations to the expected standards (e.g. ISO 9001, 14001, 18001);
• Act as a contact point for all queries for the operations of the Milton Keynes head office;
• Ensure there is a strong Business Continuity process in place to guarantee minimum disruption, with all necessary arrangements regularly tested;
• Carry out any other tasks as directed by your line manager;
• Comply with all relevant Health & Safety Rules and regulations;
• Contribute to the ‘FM Team’ culture.

Atlas Workplace Services was built to be different to the faceless organisations in facilities management industry that often lack the human touch. Our ambition is to make buildings and facilities better for the people who work in them. Why do we do this? It’s simple. We know that buildings are better places to be when they are looked after by people who care.

We achieve this by combining our unique understanding with useful technology and an above-and-beyond attitude from our people on the ground and in our support centres. This provides a more personal approach to facilities management and building maintenance services.

We are present right across the UK at more than 1,000 sites and over 11 million square feet of premises. Our services include engineering maintenance, security, cleaning, compliance, reception, energy solutions and more