Customer Service Desk Manager

The Customer Service Desk sits at the heart of Hybrid Asset Solutions, coordinating the scheduling of all works and playing a direct role in operational performance, customer satisfaction, and our ability to meet client expectations. We’re looking for an experienced Customer Service Desk Manager to lead and develop the team, ensuring the desk runs efficiently as the business continues to grow.

This is a hands-on leadership role for someone who thrives on prioritising competing demands, keeping a small team focused and supported, and working across departments to get jobs scheduled and delivered on time.

Alongside a competitive salary, you’ll work from our newly refurbished office with free onsite parking and access to an onsite gym. We invest in bringing the team together through regular team building events, quarterly meetings, and an annual away day, so you’ll always feel connected to the wider business. We also run a referral programme, rewarding you for helping us find great people to join the team.

Key Responsibilities

• Lead and manage the customer service desk team, ensuring high levels of performance and service quality.

• Oversee the scheduling and coordination of all planned preventative maintenance (PPM) and reactive works, ensuring optimal allocation of engineering resources.

• Manage and ensure the quality and effective use of the CAFM system, including accurate logging, tracking, and closing of jobs.

• Monitor the shared service desk inbox, ensuring all incoming client requests and queries are responded to in a timely, professional manner.

• Monitor service desk KPIs and SLAs to ensure they are consistently met.

• Liaise with engineers, subcontractors, and internal departments to ensure works are scheduled and executed in line with contract requirements.

• A-C in GCSE Mathematics and English (or equivalent).

Experience

• Previous experience managing a help desk or customer service function.

• Previous experience using CAFM systems or service desk platforms.

• Experience managing and leading a team, ideally within facilities management.

• A track record of coaching team members and confidently handling escalations.

Skills & Attributes

• Strong understanding of planned and reactive maintenance workflows and scheduling demands.

• Excellent communication, problem-solving, and organisational abilities.

• Calm under pressure with the confidence to make decisions and set clear priorities for the team.

• Adaptable and comfortable working in a fast-paced, changing environment.

• Ability to analyse performance data to drive improvements.

The Team

You’ll manage a small, close-knit service desk team while working closely across departments to ensure works are completed. The team looks to its manager for clear direction, support, and confident decision-making, so strong, adaptable leadership is essential., * How many years of experience do you have managing a customer service or help desk team?

Pulled from the full job description

• Referral programme
• Free parking
• Company pension
• On-site gym
• Casual dress
• Company events
• On-site parking, * Casual dress
• Company events
• Company pension
• Free parking
• On-site gym
• On-site parking
• Referral programme