Property Helpdesk Supervisor

Property Helpdesk Supervisor

Hours 37.5 Hours

Salary Up to £35,000 + Benefits

Contract 9 Month FTC (temp to perm)

Location Bracknell / Hybrid

Overview of the role

Working with us as a Property Helpdesk Supervisor, you will know that what you do matters. The role is responsible for the effective day-to-day operation of the Property Helpdesk function, ensuring colleagues and residents receive responsive, professional and well-coordinated facilities support.

You will supervise and support a team of four Helpdesk Administrators, manage workload and service standards, and act as the first point of escalation for complex property and facilities issues. You will also deputise for the Head of Facility Management when required, helping to maintain continuity of service and high standards of customer care.

What do we offer

• A hands on supervisory role with direct impact on the quality and responsiveness of the Property Helpdesk service.
• Responsibility for supporting, coaching and developing a small helpdesk team.
• The opportunity to improve QFM workflows, service levels, escalation processes and management reporting.
• Regular collaboration with the Head of Facility Management, Property Team, homes and wider stakeholders.
• A role that supports safe, compliant and well maintained services for the people we support.

Key duties

The role covers day to day leadership of the Property Helpdesk, with responsibility for workload management, service delivery, escalation, reporting and continuous improvement across facilities related support.

• Provide day to day supervision, guidance and support to a team of four Helpdesk Administrators.
• Allocate and monitor workload, ensuring work orders in QFM are handled efficiently and in line with agreed service levels.
• Coach, train and support team members, providing constructive feedback and practical guidance where required.
• Act as the first point of escalation for complex facilities related queries, incidents or delays.
• Deputise for the Head of Facility Management in their absence, helping to maintain continuity of service and clear decision making.
• Ensure queries and incidents are logged, tracked, escalated and resolved effectively using QFM and agreed processes.
• Support the team in diagnosing and resolving facilities issues, ensuring homes receive timely updates and professional customer service.
• Maintain accurate records of calls, resolutions, escalations and follow up actions.
• Monitor and report on service levels, workload, outstanding tasks and performance trends, identifying areas for improvement.
• Contribute to the development and implementation of Helpdesk policies, procedures and best practice standards.
• Identify opportunities to streamline workflows, improve efficiency and strengthen accountability across the Helpdesk function.
• Assist with the production of regular performance and management reports for the Property Team and senior stakeholders.
• Ensure compliance with relevant statutory compliance requirements, data protection, security, confidentiality and Choice Care Group policies.

Personal attributes

• A calm, credible and supportive supervisor who can guide a team under pressure.
• Highly organised, with the ability to prioritise, delegate and follow through on competing tasks.
• Customer focused and professional, with excellent communication and interpersonal skills.
• Accountable and solutions focused, able to identify practical improvements and resolve issues effectively.
• Analytical and confident using data, systems and reporting to understand performance and service levels.
• Adaptable and flexible, with the confidence to deputise and escalat e when required.

What are the benefits?

• Enhanced holiday entitlement, starting from 30 days inclusive of bank holidays.
• Sick pay entitlement.
• Employee Assistance Programme, providing comprehensive health and wellbeing support.
• Refer a friend scheme with a payment of £500 when you recruit a friend to Choice Care.
• Choiceversary vouchers of £75 after 5 years, £100 after 10 years and £150 after 15 years.
• Annual staff awards, a paid day off on your birthday and Blue Light Card eligibility.

Who are we?

Choice Care Group is one of the UK's leading residential care providers for people with learning disabilities, autism and mental health conditions. With over 25 years' experience, the organisation is focused on delivering high quality, person centred care across a national network of residential and supported living services.

Our homes are more than just a place to live. Each service is a close knit community built on trust, care and positive relationships, where colleagues support people to build confidence, self esteem and a life that is as full and independent as possible.

Where will you work?

This role supports the Property Helpdesk function across Choice Care Group homes and works closely with the Head of Facility Management, Helpdesk Administrators, the wider Property Team and operational stakeholders. Travel to Choice Care Group homes may be required depending on operational needs.

Candidate profile

• Previous experience in a helpdesk, property helpdesk, facilities support or similar service delivery role.
• Proven experience supervising or leading a small team, including workload allocation, coaching and performance support.
• Strong organisational skills with the ability to prioritise, delegate and monitor multiple workstreams effectively.
• Excellent customer service and communication skills, with the ability to remain calm and professional under pressure.
• Problem solving mindset with a focus on practical solutions, continuous improvement and service quality.
• Complete understanding of relevant statutory compliance requirements for a care based property portfolio.
• Experience deputising for a manager or team leader is desirable.
• Knowledge of QFM or an alternative CAFM system, and familiarity with facilities management processes, is desirable.

Key measures of success

• Helpdesk work orders are allocated, monitored and progressed in line with agreed service levels.
• Team members receive clear guidance, coaching and support, with effective workload management and accountability.
• Complex issues are escalated, tracked and resolved promptly with clear communication to stakeholders.
• QFM records, call logs, resolutions and management reports are accurate, timely and useful.
• Helpdesk processes, service standards and stakeholder confidence improve through practical continuous improvement.