Position: Desk Manager (Refrigeration) Salary:£38,500.00 per annum Location: Glasgow / Working from Home Hours: 40 hours per week | Monday- Friday Shift Patterns: Week 1 07:00 - 15:30 (30 min lunch break) | Week 2 10:30 - 07:00 (30 min lunch break) Job Purpose A key support position involving the receipt, triage, processing of reactive jobs to support the field team. Working with the admin team and operations managers to reduce Duplication and detailed triage of all Alarms generated from CDK&JTL. Responsibilities * Manage the receipt, triage and processing of reactive maintenance jobs to support the refrigeration field team. * Liaise directly with Field Refrigeration Engineers to ensure all call outs and reactive works are completed in a timely manner and to the standard expected from clients. * Effectively organise and manager all refrigeration engineers and their schedules. * Assign Planned Preventative Maintenance jobs to engineers, liaising with the administration team to ensure all works are covered. * Reduce duplication of alarms from CDK/ JTL * Ensure a strong, organised process is in place for all engineers, enabling strong service levels. * Managing administrators and working collaboratively with the operations managers. * Ensure knowledge of refrigeration systems, refrigeration systems diagnostics and Service Level agreements are strong at all times. Essential Criteria * Strong IT skills with experience of MS Office applications i.e. Word, Excel and Outlook * Excellent administration and time management skills * Ability to work under pressure in a fast-paced environment * Ability to adapt to changes quickly * Ability to communicate effectively with a wide range of people both verbally and in writing * Preferred experience within a Facilities Management environment. * Strong focus on achieving a high level of Customer Service * A team player with strong interpersonal skills * Excellent Listening skills with the confidence to question information * Strong understanding of refrigeration systems and the ability to diagnose refrigeration systems * Strong understanding of Service Level Agreements and KPI Adherence Refrigeration Engineering background Qualifications * Previous experience of effectively managing a team in a call centre environment is essential * Strong PC literacy, with experience using FM&telephony systems * Strong communication skills, both written and verbal * Strong results focus * Effective problem-solving and decision-making * Able to motivate self and others * Flexible approach to working hours To apply for this role please submit your full and up to date CV to Andrew Bridges at PDA Search and