Out-of-Hours Helpdesk Operations Lead (7pm-7am)

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

Job summary

A facilities management provider is seeking a Helpdesk Operations Manager for their Redditch site. This role involves managing out of hours service operations, ensuring high-quality customer service, and leading a dynamic team from 7 PM to 7 AM. Candidates should have experience in call centre management and an understanding of FM operations. Competitive salary up to £42,794 plus benefits including bonuses, training sponsorship, and leave allowance.

Benefits

Up to 10% bonus scheme

Group personal pension scheme

25 Days Annual Leave + Bank Holidays

Life Assurance

Access to training academy

Refer a Friend reward scheme

Cycle to Work Scheme

Health Cash Plan

Discounts at B&Q/Trade Point

Discounts at Nuffield Fitness Centres

Qualifications

• Experience managing a team within a call centre/customer services environment.
• Demonstrable evidence of influencing positive change in a customer services setting.
• Proven experience in a professional customer services environment.

Responsibilities

• Accountable for operational management of out of hours Helpdesk Teams.
• Responsible for delivery of company KPIs for Helpdesk Teams.
• Manage team performance, driving a culture of continuous improvement.

Skills

Team management

Communication skills

IT literacy

Leadership

Tools

MS Office applications

CAFM software

Job description

A facilities management provider is seeking a Helpdesk Operations Manager for their Redditch site. This role involves managing out of hours service operations, ensuring high-quality customer service, and leading a dynamic team from 7 PM to 7 AM. Candidates should have experience in call centre management and an understanding of FM operations. Competitive salary up to £42,794 plus benefits including bonuses, training sponsorship, and leave allowance.