Operations Manager - Property Helpdesk

Job Description

Operations Manager - Property HelpdeskSt Ives, Cambridgeshire, England£40k - 45k per yearPermanentThis is an exciting opportunity to be part of Elogbooks Facilities Management, a part of the Marlowe Software Risk and Compliance.Elogbooks is a combined CAFM and service desk solution that gives you total visibility of your supply chain, aids compliance and ensures services are delivered to a high standard. Our cloud-based software and service desk is used by some of the worldslargest managing agents, in over 20,000+ properties across the UK and Europe.You will be responsible for managing operations across the business, managing processes and procedures, maximising performance and efficiencies across our teams, reporting in to the Operations Director.This role will suit a commercially minded and pragmatic professional, with a strong operational and client facing background, with the desire to progress and develop within a growing organisation.This is a fantastic opportunity for the right candidate with ambition and drive to make an impact, develop a team, and play a key part in the future growth and success of this new service line.This appointment is a new role, and critical to the growth of Elogbooks Facilities Management and the division as a whole.Key Activities

• Elogbooks product champion
• Managing processes and procedures to ensure that we are delivering best in class.
• Manage, plan and implement operational changes and improvements.
• Data based approach to reporting across the business.
• Negotiation with third party contractors.
• Production of training materials and knowledgebase guides.
• Dealing with customer queries and complaints.
• Contributing towards product development direction.
• Review system/service desk statics and identifying trends.
• Assisting with customer mobilisation as and when required.
• Attending customer meetings as an operation representative both pre and post sales.
• Setting up internal infrastructure for new customers.
• First line support for internal systems.
• Providing support to Senior leadership team.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).
• Review management information and make suggestions, recommendations as to improvements across the service desk, admin, training and technical support departments.
• Evaluate performance with key metrics.
• Holding 121s and annual reviews with direct reports and coaching and developing staff
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing.

Personal Attributes

• Naturally energetic, driven, and passionate about customers and supporting them.
• Ability to work on own initiative and pro-active approach.
• Persuasive.
• Excellent verbal and written communication skills.
• The ability to quickly comprehend potential member issues and provide resolution and support.
• Excellent people skills needed to interact with colleagues, and customers.
• Customer and commercially focused.
• Honest, trustworthy, and able to work with integrity.

Essential Criteria

• At least 2 years client management experience.
• Experience of complex business to business operational processes.
• Ability to work on own initiative is essential.
• Must have a full UK driving license and vehicle.

Desirable

• Degree educated
• Experience of working in a consultancy, SaaS environment, or technology related environment.

Who are weMarlowes Software, Risk & Compliance Division is part of Marlowe Plc.We deliver technology-enabled risk management and compliance solutions, via our market leading Consultancy, Information and Facilities Management businesses; William Martin Compliance, Barbour EHS and Elogbooks.Why join usPeople are at the heart of everything we do. By putting people first, we invest more in developing them alongside creating career growth opportunities and advancement across the division. It is our priority to ensure our employees feel valued and inspiredand we commit to supporting you every step of the way.Our clients expect the best from us, and we expect the same from our colleagues. This is why we offer a wide range of fantastic benefits to support you in both your personal and professional life.When you join our division, not only is it a collaborative and rewarding place to work, but you are also joining people who care, support and champion personal development. Due to continued success and growth, you have the opportunity to be a part of ourjourney.