Helpdesk Team Manager

Arcus FM; Redditch; On-site; GBP 32,000 - 40,000; Full time

Benefits offered by this job

4% bonus

25 days annual leave

Group pension scheme

Life Assurance

Training sponsorship

Discounts & financial aid

Job summary

Arcus FM Limited in Redditch is seeking a Team Manager to lead a desk of about 15 agents, coaching and guiding day-to-day operations to ensure high-quality service and SLA achievement.

You will manage performance against KPIs, report to senior management, and coordinate reactive and planned maintenance with cross-functional colleagues, while driving continuous improvement and customer satisfaction.

Qualifications

• Minimum 5 GCSEs at grade C/4 or above, including English and Maths.
• Experience supervising a team in a call centre or customer service environment.
• Strong communication, stakeholder management and organisational skills.

Responsibilities

• Supervise receipt, processing, prioritisation, and scheduling of maintenance work orders to meet service levels.
• Escalate operational issues and support the Operations Manager as required.
• Lead regular team huddles and provide updates to the Management Team.

Skills

People management

Communication

Problem solving

Performance management

Education

GCSEs incl English & Maths

Tools

FM software

Job description

Why Join Us

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

What You'll Be Doing

You’ll lead a team of approximately 15 Desk Agents, providing coaching, mentoring, and day-to-day leadership to ensure the delivery of a high-quality service. The team is responsible for receiving, processing, prioritising, and scheduling reactive and planned maintenance work orders, ensuring client expectations and service level agreements are consistently met. You’ll manage team performance against agreed KPIs, provide accurate and concise reporting to senior management, and act as a key escalation point for operational issues.

Working in a fast-paced, customer-focused environment, you’ll oversee multiple clients and projects simultaneously, building strong relationships across the business while driving continuous improvement, operational efficiency, and service excellence.

Key Responsibilities

• Supervise the effective receipt, processing, prioritisation, and scheduling of reactive and planned maintenance work orders, ensuring service levels are consistently achieved.
• Act as an escalation point for operational issues, providing support to the Operations Manager and deputising when required.
• Conduct regular team huddles, communicate key updates, and provide feedback and action points to the Management Team.
• Support effective shift handovers in conjunction with Senior Management to ensure a seamless and consistent service is maintained.
• Contribute to the development, implementation, and continuous improvement of departmental processes to enhance service delivery for both internal and external customers.
• Assist department leaders in identifying improvement opportunities and producing performance reports and management information as required.
• Work closely with Team Managers to ensure colleagues receive appropriate training, coaching, and guidance to achieve performance objectives and personal development goals.
• Support operational and seasonal projects, as well as other ad hoc business activities as required.
• Build and maintain strong relationships with field teams and FM service provider contacts to support the timely resolution and closure of outstanding work orders.
• Provide accurate and timely reporting on work order status, performance metrics, and KPI achievement.
• Promote and role model Arcus Values, ensuring all team members demonstrate the expected behaviours and standards.
• Manage team resources to ensure customer availability and service continuity, including rota management, annual leave approvals, absence management, and overtime control in line with company policies.
• Conduct regular one-to-one meetings, probation reviews, and performance discussions with direct reports to support engagement and development.
• Drive a high-performance culture by recognising achievements, celebrating success, and sharing best practice across the team.
• Support people management activities, ensuring performance, conduct, attendance, and wellbeing are managed fairly, consistently, and in line with company policies and procedures.

What We're Looking For

You’ll be a strong self motivated people manager with effective communication, problem solving and performance management skills. You’ll be confident, self-motivated with a ‘can-do’ attitude. You’ll have exceptional communication skills using different styles to deliver clear messages at all levels. You’ll find it easy to adapt to change quickly and to the ever-changing priorities.

Knowledge and Skills

• A minimum of 5 GCSEs at Grade C/4 or above, including English and Mathematics.
• Understanding of Facilities Management (FM), support services contracting, and performance measurement and monitoring.
• Good knowledge of FM operations, including web-based software, IT best practices, industry trends, and customer service principles.
• Knowledge or experience of the retail industry is desirable.
• Previous experience supervising a team within a call centre or customer service environment.
• Demonstrable experience of influencing and driving positive change within a call centre or customer service operation.
• Proven experience working within a professional customer service environment.
• Strong communication, organisational, and stakeholder management skills, with the ability to deliver high levels of customer service.

When you join us you will receive

• Salary: Up to £36,050 per annum
• 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