Service Desk Officer

End Date: 2nd June 2025

You will manage requests for emergency, urgent, and routine repairs, coordinate with contractors and suppliers, and ensure the timely resolution of service requests.

Key Responsibilities:

• Operate and use Manhattan and Concept software to meet service standards and exceed expectations.
• Respond promptly to service requests via email, phone, and app in a customer-focused manner.
• Investigate and coordinate responses to requests for repairs and maintenance, liaising with CFM, Technical & Operations teams, contractors, and customers.
• Maintain and cleanse the Service Desk database regularly to ensure accuracy and efficiency.
• Provide support for facilities services including maintenance, compliance, and ad hoc project requests.
• Build and maintain positive working relationships with contractors, suppliers, Council managers, and other key stakeholders.

Skills & Experience:

• Strong customer service skills with a proactive approach to problem-solving.
• Experience working with software like Manhattan and Concept (or similar).
• Excellent communication skills for dealing with customers, contractors, and suppliers.
• Ability to prioritise tasks and work efficiently under pressure.
• Strong team player with the ability to manage relationships and work collaboratively.

Working Hours:

• Week 1: 08:00 - 16:00
• Week 2: 09:00 - 17:00
• Monday to Friday, 5 days per week
• Location: Tooley Street office (No WFH option)

Additional Info:

• The role is based at Southwark Council's office in Tooley Street, with excellent transport links to London Bridge.
• This is a contract position inside IR35, requiring the candidate to operate via PAYE or umbrella company.