Helpdesk Operations Manager

Arcus FM; Oakenshaw; On-site; GBP 36,000 - 43,000; Full time

Job summary

A leading facilities management company based in Oakenshaw is seeking a Helpdesk Operations Manager to oversee the out of hours service. The role involves managing team performance, process improvements, and ensuring customer service excellence across various stakeholders. The ideal candidate will have experience in customer service and a strong ability to drive positive change within a team. This position offers a competitive salary and various benefits.

Benefits

Up to 10% bonus scheme

Group personal pension scheme

25 Days Annual Leave + Bank Holidays

Life Assurance

Access to training academy

Cycle to Work Scheme

Qualifications

• Proven experience in a professional customer services environment.
• Demonstrable evidence of influencing positive change within a call centre.
• Knowledge of FM operations is preferable.

Responsibilities

• Accountable for the operational management of Helpdesk Teams.
• Creation and management of out of hours processes.
• Drive a culture of continuous improvement in the team.

Skills

Excellent verbal communication skills

IT literate with MS Office

Ability to manage a call centre team

Experience in customer services

Job description

We are recruiting for an out of hours Helpdesk Operations Manager at our Redditch site. Managing team performance, process improvement, providing leadership to improve and sustain our important out of hours emergency service and strategic decisions. Team covers 7 PM to 7 AM - 7 days a week, 365 days a year hence flexibility is required.

Key Responsibilities & Qualifications

• Accountable for the operational management of the out of hours Helpdesk Teams, ensuring a high profile in the running of the customer services we provide including managing a rota based helpdesk team.
• Creation, implementation and management of out of hours processes across all the clients.
• Create, generate and manage reporting.
• Responsible for the delivery of company KPIs allocated to the Helpdesk Teams, in addition to providing support to other KPI owners for achievement of theirs.
• Effective management of resources to maximise customer availability & minimise customer impact.
• Taking the lead and being a role model for your direct reports and the wider team, managing in line with company policies, procedures, and in particular - Values & Behaviours.
• Identifying talent, supporting development and ensuring management of colleagues with opportunities for improvement are completed in a timely manner.
• Developing long‑term relationships with both internal & external customers, enabling regular reviews of the customer services being provided.
• Work closely with our main internal stakeholders to minimise duplication of effort and improve effective use of resources, thereby enhancing the customer's experience.
• Actively contributing to supplier management on a regular basis, including participation at review meetings and report running.
• Ability to work with multiple stakeholders with differing KPI's/SLA's and challenges.
• Driving a culture of continuous improvement by identifying & implementing enhancements to current ways of working.
• Communicate the organisation's vision to employees helping teams to meet objectives.
• Set clear goals and deadlines for employees, delegating tasks and motivating teams to achieve specific objectives.
• Experience of managing a team within a call centre/customer services centre environment.
• Demonstrable evidence of influencing positive change within a call centre/customer services centre environment.
• Proven experience in a professional customer services environment.

Knowledge

• Knowledge of FM operations is preferable, including a good knowledge of CAFM, web‑based software, IT best practices, industry trends and customer service including report generating.
• Understanding and experience of the retail industry desirable.

Skills & Competence

• Excellent verbal communication skills and good telephone manner.
• Accuracy & Precision in all written communication.
• IT literate with extensive experience of MS Office applications i.e. Word, Excel and PowerPoint, Disability Confident.

About Disability Confident: A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people. For more details please go to .

Salary & Benefits

• Salary: upto £42,794 per annum.
• Up to 10% bonus scheme, subject to achievement of targets.
• Group personal pension scheme of matched contributions between 5% and 6%.
• 25 Days Annual Leave + Bank Holidays.
• Life Assurance.
• Access to state‑of‑the‑art training academy.
• Funded Training Sponsorship Scheme.
• Refer a Friend reward scheme.
• Cycle to Work Scheme.
• Health Cash Plan.
• Up to 10% off B&Q / Trade Point.
• 20% off Nuffield Fitness and Wellbeing Centres.