Helpdesk Operations Manager

Arcus FM Limited.; Redditch; On-site; GBP 36,000 - 43,000; Full time

Job summary

A leading facilities management provider is seeking a Helpdesk Operations Manager in Redditch. Key responsibilities include managing out of hours emergency services and ensuring high-quality customer service standards. Applicants should have experience in a contact center environment and possess excellent communication skills. This role offers competitive salary up to £42,794 and various employee benefits.

Benefits

Salary up to £42,794

Up to 10% bonus scheme

Group personal pension scheme

25 Days Annual Leave + Bank Holidays

Life Assurance

Access to training academy

Funded Training Sponsorship Scheme

Refer a Friend reward scheme

Cycle to Work Scheme

Health Cash Plan

Discounts at B&Q/Trade Point

20% off Nuffield Fitness and Wellbeing Centres

Qualifications

• Experience managing a team in a call centre/customer services environment.
• Evidence of influencing positive change in such environments.
• Proven experience in a professional customer services setting.

Responsibilities

• Manage the operational activities of the Helpdesk Teams.
• Implement and manage out of hours processes.
• Ensure delivery of company KPIs allocated to the Helpdesk Teams.

Skills

Excellent verbal communication skills

Accuracy & Precision in written communication

IT literate with MS Office

Tools

CAFM systems

MS Office

Job description

Why Join Us

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.

What You’ll Be Doing

Accountabilities

• 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.

What We’re Looking For

Experience

• 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 include 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 power point

When you join us you will receive:

• 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

Don’t miss out on this great opportunity, apply today by clicking on the ‘apply’ button.