Helpdesk Team Manager

Arcus Solutions; Cirencester; On-site; GBP 19,000 - 32,000; Full time

Benefits offered by this job

Life Assurance

Training Sponsorship

Pension matched 5-6%

Discounts & Vouchers

Annual leave 25 days

Job summary

Arcus Solutions in Cirencester seeks a Team Manager on a permanent basis to lead front line maintenance support, manage performance, and be part of the operations management team.

You will supervise receipt, processing and scheduling of work orders, act as escalation point, run weekly huddles, coordinate handovers, and drive processes to maintain high-quality service for customers.

Qualifications

• Minimum of 5 GCSEs at grade C/4 or above, including English and Maths.
• Strong understanding of facilities management and support services contracts, including performance measurement.
• Experience supervising teams within a call centre or customer service environment.
• Proven experience influencing positive change within a call centre or customer service environment.

Responsibilities

• Supervise and manage the effective receipt, processing, and scheduling of both reactive and planned maintenance work orders.
• Act as an escalation point, reporting to the Operations Manager and deputising when required.
• Lead weekly team huddles and provide feedback to the Management Team on actions and outcomes.
• Work with Senior Management to ensure effective handovers between shifts, delivering a consistent and seamless service.
• Contribute to the development and implementation of robust departmental processes to maintain a high-quality service for internal and external customers.
• Support Heads of Department in identifying areas for improvement and preparing performance reports as required.
• Collaborate with Team Managers to ensure operatives are appropriately trained, coached, and supported to achieve agreed objectives and personal goals.

Skills

Leadership

Team management

Customer service

Performance management

MS Office

Communication

Time management

Education

5 GCSEs incl English & Maths

Tools

MS Office (Word, Excel)

Job description

We are now seeking for a Team Manager to join us on a permanent basis at our Cirencester site.

Leading a team of colleagues to provide front line support for our customer. Managing individual performance and being part of a wider management team.

• Supervise and manage the effective receipt, processing, and scheduling of both reactive and planned maintenance work orders.
• Act as an escalation point, reporting to the Operations Manager and deputising when required.
• Lead weekly team huddles and provide feedback to the Management Team on actions and outcomes.
• Work with Senior Management to ensure effective handovers between shifts, delivering a consistent and seamless service.
• Contribute to the development and implementation of robust departmental processes to maintain a high-quality service for internal and external customers.
• Support Heads of Department in identifying areas for improvement and preparing performance reports as required.
• Collaborate with Team Managers to ensure operatives are appropriately trained, coached, and supported to achieve agreed objectives and personal goals.
• Provide support for ad hoc activities and seasonal projects as required.
• Build and maintain strong relationships with field teams and key contacts within FM service providers to support the closure of outstanding actions.
• Deliver accurate, concise daily reporting on work order resolution in line with agreed KPIs.
• Promote and ensure behaviours across the team align with Arcus Values.
• Manage people and performance to ensure customer availability, including rota management, annual leave, absence, and overtime in line with company policies.
• Conduct regular one-to-one meetings and performance reviews with direct reports.
• Celebrate success by recognising strengths and sharing best practice across the team.

Essential Experience & Knowledge

• A minimum of 5 GCSEs at grade C/4 or above, including English and Maths.
• Strong understanding of FM and support services contracts, including performance measurement and monitoring.
• Knowledge of FM operations, including web-based systems, IT best practices, industry trends, and customer service principles.
• Experience supervising teams within a call centre or customer service environment.
• Proven experience working in a professional customer services setting.
• Demonstrable evidence of influencing positive change within a call centre or customer service environment.

Desirable

• Understanding and experience of the retail industry.

Skills & Competencies

• Excellent verbal communication skills with a confident and professional telephone manner.
• High levels of accuracy and precision in written communication.
• IT literate, with experience using MS Office, particularly Word and Excel.
• Strong administration and time management skills.
• Ability to manage, motivate, and develop staff, including through periods of change.
• Ability to delegate effectively, work under pressure, and meet tight deadlines.
• Strong leadership skills, with the ability to inspire, motivate, and influence positive change.
• Effective process and performance management capabilities.
• Strong problem-solving and analytical skills to support sound decision-making.
• Excellent relationship management skills, with a collaborative and team-focused approach.

VALUES & BEHAVIOURS

• Driven, confident, and commercially aware, with a proactive, professional, and approachable 'can do' attitude.

When you join us you will receive:

• Salary: up to ££31,930 depending on experience
• 4% bonus, subject to achievement of targets
• 25 days annual leave + Bank Holidays.
• Group personal pension scheme of matched contributions between 5% and 6%
• Life Assurance
• Funded Training Sponsorship Scheme
• Discounts, vouchers, and financial aid programs