Helpdesk & Billing Team Leader

The Hall & Kay way… it’s a people thing.

At Hall & Kay, we deliver complex fire protection and security solutions to protect what matters most to our clients. As technical experts our focus is on the lifetime value of a project. Meaning we can design, supply, install, test and maintain all types of sprinkler, gas suppression, fire detection, and integrated security systems. With 140+ year trading experience and a strong project delivery culture, we are proud to have built lasting relationships with some of the UK’s most respected companies in all areas of industry and construction.

Job summary

- Team Leader of Administration Team & Billing Team

- Log client service requests, calls/jobs on the Corrigo (CAFM) system. Calls/jobs may be received by telephone, email or in person.
- Manage and prioritise incoming requests across all clients and maintenance contracts
- Direct and coach the team accordingly each day to enable achievement of operational and service delivery objectives
- Serve as primary point of contact for client queries or escalations

- Take ownership and follow up on high priority calls and client escalations as necessary
- Provide great customer communications and service as part of the external ‘Face of Hall & Kay’
- Direct and coach the team accordingly each day to enable achievement of service delivery billing targets

Key Responsibilities

- Work closely with Account Managers, Service Managers and Contract support team to maintain comprehensive records and documentation
- Liaise and follow up with specialist sub-contractors, in-house technicians, and service providers
- Coordinate with building management, tenants, and stakeholders regarding planned maintenance activities and service disruptions
- Communicate effectively with building occupants regarding works, ensuring minimal disruption to operations
- Interface with utility providers, local authorities, and statutory bodies as required.
- Develop and implement efficient working methods ensure service KPI's and SLA's are met
- Implement escalation procedures for client issues and escalations
- Report back to clients and contract staff, highlighting any risks or non-compliance
- Generate regular management reports on team performance, backlog analysis, and resource utilisation
- Ensuring Corrigo (CAFM) system is accurate and up to date
- Any general administrative duties related to service management operations as may be reasonably required by the Service Delivery Manager.

What we will need from you

- Understanding of health and safety requirements in FM environments
- Knowledge of relevant compliance requirements and FM disciplines
- Understanding of statutory compliance

- Proven experience in a helpdesk, coordination, or administrative role within facilities management, property services, or commercial real estate operations
- Experience working with  Corrigo  work order management system or similar CAFM (Computer-Aided Facilities Management platforms)
- Familiarity with FM service delivery models
- Understanding of finance compliance for raising customer invoices
- Strong organisational skills with ability to prioritise diverse facilities workload effectively and manage competing demands
- Excellent communication skills, both written and verbal, with ability to explain technical matters to non-technical stakeholders
- Ability to manage and track multiple facilities work orders simultaneously in Corrigo (CAFM) across different service streams
- Understanding of planned preventative maintenance and reactive maintenance processes
- Competent in data entry and database management within Corrigo
- Ability to interpret and work to FM service KPIs, SLAs, and client satisfaction metrics
- Proficient in Microsoft Office applications (Excel, Word, Outlook)
- Analytical skills to identify trends, service gaps, and opportunities for improvement

What you can expect in return

- 25 days holiday plus bank holidays and option to buy 5 days
- Contributory company pension scheme
- Life Assurance
- Health care scheme
- Hours: 36.5 hours per week (Monday to Thursday 8.45 – 16.40, Friday 8.45 – 16:00)

Location:

On-site –Birmingham, GBR

At Hall & Kay, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

Please note: You may be required to undertake a DBS check as part of your job role at Hall & Kay.

How to apply

Please submit a tailored CV detailing your experience relevant to this role.

Additional Company information

What sets us apart? Our culture. What we call ‘the Hall & Kay way’.…it’s a people thing. Put simply, we know we can achieve more when we work as a team – with clients, with the communities we serve and in our own business. Our people create safety every single day, using their skills and experience to adapt to changing situations and rise to the challenges presented to them. It’s our people that make us trusted to deliver.

Find out more about us and what our people say about us.