Customer Experience Team Leader

Integral UK LTD; Liverpool; On-site; GBP 30,000 - 40,000; Full time

Job summary

Integral UK LTD is seeking a Helpdesk Team Leader for the University of Liverpool contract. The role involves team direction, logging jobs, managing maintenance tasks, and ensuring compliance with service requirements. Employee benefits include overtime pay, holiday options, life assurance, and development programs.

Benefits

Overtime x1.5 on weekdays and x2 on weekends

24 days holiday plus bank holidays

Life assurance

Auto-enrolment company pension scheme

Employee Assistance Program (EAP)

Cycle to work scheme

Learning and development programs

Qualifications

• Experience in a helpdesk or customer service role.
• Strong leadership skills and team management experience.
• Ability to manage multiple tasks and priorities efficiently.

Responsibilities

• Directing the team and ensuring objectives are met.
• Logging calls/jobs and tracking job progress against KPI's.
• Maintaining documentation related to the CAFM System.

Skills

Leadership

Communication

Problem Solving

Data Management

Tools

Helpdesk System

CAFM System

Job description

We are currently looking for a Helpdesk Team Leader to join our team on the University of Liverpool contract.

Main Duties & Responsibilities

• Direct the team accordingly to each day to enable the team to achieve its objectives
• Develop and implement efficient working methods with the admin manager to ensure KPI’s and SLA’s are met
• Log calls/jobs on the helpdesk system.
Calls/jobs may be received by telephone, email or in person.
• Allocate work orders/purchase orders to directly employed maintenance team and/or supply chain.
• Take ownership of the PPM schedule & Reactive Maintenance jobs thus ensuring that all tasks are completed in line with the service requirements.
• Work closely with the contract administrator team
• Liaise and follow up with sub-contractors & in-house staff
• Ensure tasks are completed in line with the PPM planner & SLA’s/KPI’s
• Data base is maintained in terms of current specialist subcontractors i.e. contact details etc.
• Tracking job progress against pre-determined KPI’s including maximum allowable response and rectification times and implementing escalation procedures.
• Report back to clients and contract staff on job progress and close out.
• Updating asset history with works record sheets.
• Uploading and amendment asset information as held in the helpdesk and CAFM system
• Ensure data in respect of time, materials and contactors’ costs (in respect of completed PPM jobs) are recorded onto the CAFM System.
• Assist Managers with implementing procedural changes and training, including the production and maintenance of required documentation
• Maintain an effective filing system for all documentation related to the CAFM System, not limited to performance reports on jobs completed in time, outstanding and overdue.
• Assist the Audit/Compliance Manager to ensure all statutory paperwork is up to date and stored in the Company filing system.
• Any general administrative duties as may be reasonably required by the Audit/Compliance Manager or the Accounts Director

Employee Benefits:

• Overtime x1.5 on weekday and x2 on weekends + day in lieu on bank holidays
• Standby rate is £15 per day and £50 on bank holidays
• 24 days holiday plus bank holidays (pro rata into shifts for shift workers)
• Ability to buy and sell holidays – buy 5 days & sell 2 days
• Life assurance
• Auto-enrolment company pension scheme
• Employee Assistance Program (EAP)
• Cycle to work scheme
• Purchase an electric vehicle via salary sacrifice
• Employee discounts with various brands
• Learning and development programs, training and career opportunities.

What you can expect from us

You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.

Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where Integral and JLL can take you...

Apply today!