Facilities Helpdesk Team Leader

Change Grow Live are a charity dedicated to the belief that we can make a difference to our Service Users lives, offering support and respect in a safe environment, treating each user as an individual and working with them to find the right treatment and care options. 

Our core values are ‘Be open, be compassionate and be bold’ and our team members apply these daily to achieve our mission of helping people change the direction of their lives, grow as individuals, and live life to its full potential. 

We are looking for an experienced Helpdesk Team Leader to join our team! The successful candidate will be responsible for managing the Facilities Helpdesk Team, supporting our services nationally and providing excellent customer service to our buildings. This role provides leadership and operational management of the Facilities Helpdesk team, including supervision, performance management, and ensuring adherence to internal and external policies. You will manage and maintain robust property and maintenance records via CGL’s systems, support the procurement and relocation of equipment and services, and act as the first point of contact for maintenance queries, coordinating contractors as needed. The position also involves producing operational reports, monitoring service quality, supporting ongoing projects, and contributing to a safe, values-driven workplace by upholding health, safety, and compliance standards across the CGL estate.

Where: Leeds

Hours: full time, 37.5 per week 

Full Time Salary: £35,220.59 - £37,184.90* 

Contract Type: Permanent

About the role:

• To provide leadership and supervision to the helpdesk team
• Operational line management of a team of staff which includes supervision, appraisal, performance and sickness management as well as ensuring staff follow CGL and external policies applicable to their roles.
• To provide intelligence via CGL’s property management software, Alcium & Fixflo
• To provide quotes and place orders on behalf of CGL for the supply of equipment & services, confirm delivery dates and ensure these are met
• To support in the relocation of equipment and services for project relocations and closures
• To support and respond to all enquiries sent to the Facilities Helpdesk and support the FM Administrators.
• To provide ongoing support to existing CGL projects in purchasing equipment and services
• To liaise with Senior Management for requests of premises information and data
• To be the first point of call for all maintenance related queries from CGL projects and to log all calls in Fixflo
• To arrange for contractors to attend site to undertake To build and maintain robust data and records on all regional accounts and CGL premises
• To use and maintain a Property Management database
• To ensure all contractor RAMs & insurance docs are provided and to manage contractor works and works packages where necessary
• Ensuring quality of service delivery through data analysis and engaging staff in quality improvement planning. Where necessary, create team and individual performance plans to improve quality and performance.
• Contribute to the safety of staff and service users by monitoring the maintenance of health, safety and security procedures in the working environment, and carrying out risk assessment procedures.

About you:

Education, Knowledge, and Experience

• Educated to degree level or equivalent experience

• Knowledge and experience in developing and leading a helpdesk team

• Experience delivering services that meet high performance and quality standards

• Experience in effective partnership working, relationship management, and pathway/protocol development

• Experience in culture and change management, staff engagement, and service improvement

Abilities and Skills

• Ability to lead, inspire, and develop a team

• Ability to foster positive working cultures and relationships aligned with CGL values

• Strong communication skills across a variety of formats and audiences

• Ability to conduct reasoned, non-judgemental analysis of incidents (including client deaths) and produce high-quality investigation reports

What we will give to you: 

• 25 days of annual leave, plus bank holidays. Additionally, you'll receive one extra day of annual leave for each year of service during your first five years, therefore you will enjoy 30 days of leave after five years with us.
• Paid ‘Wellness’ hour each week along with a ‘Wellness’ hub and Employee Assist Programme 
• Contributory pension scheme 
• A great selection of benefits incl. discounts for shopping, cinema, holidays, etc. 
• A friendly and supportive team 
• Training, career development & progression opportunities 
• Refer a friend scheme.

Join us in our journey of empowerment and holistic support, where every individual's well-being is at the heart of what we do.

Please ensure that when completing your application form and supporting statement, you reflect on the details outlined in the job description. This will help us understand how your skills and experiences align with the requirements of the role. 

Direct applications only — we will not be engaging agencies for this vacancy.

Please note: This role is not eligible for visa sponsorship. Applicants must already have the right to work in the UK at the time of application. For applicants with time-limited visas, unfortunately, we are unable to support new visa applications or extensions. More information about eligible roles and occupations can be found here: Skilled Worker visa: Overview - GOV.UK

We reserve the right to close the vacancy early if we receive a high number of applications, so we encourage you to apply as soon as possible.