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Helpdesk Manager
3 months ago
Helpdesk Manager
We're currently recruiting a dedicated Helpdesk Manager to oversee the contract helpdesk team to help ensure the smooth running of the operations in 14forty.
Integrated facilities management services with a purpose.
We're here to make workplaces better, cultivating working environments that energise, inspire and attract talent across all sectors. Our 'people and planet first' approach prioritises the aspects of FM that make the biggest operational impact, affording businesses more time to focus on what truly matters. Your key responsibilities will include:
Ensure performance is managed in relation to demand. Monitoring incoming calls and email requests to align staff to peak periods to cover inbox and telephony traffic where required.Be the first point of contact for escalations relating to the Helpdesk/Control Room operations. Identifying root cause of issues and the required corrective actions to mitigate reoccurrence.Manage staff (including Security Control Room (SCR) Operatives) in relation to company processes and policies. This includes annual leave management, sickness recording, conducting return to work meetings and all procedural meetings.Conduct monthly performance reviews and deliver effective 121's with staff members to ensure that performance and quality issues are addressed accordingly. Action plans produced, staff performance output and support provided, ALL recorded accordingly.Identify/deliver training to staff where necessary and identify knowledge gaps with the appropriate actions required to improve performance further i.e. individual training plans.Focus on continuous improvement of processes to drive performance and improve the efficiency of the FM Helpdesk Operations.Support the Head of Operations in the delivery of the business performance management agenda and operational objectives.Develop strong internal stakeholder relationships to support the contract teams across the wider Compass business and expand the scope of Helpdesk & Control Room services.About You:Essential Minimum of 2 years people management experienceDemonstrable experience in delivering in a high performing operation Demonstrable skills in data/MI production and analysis Stakeholder management experience (Internal and External) and strong communication skills Professional approach and a positive 'can-do' attitude Operationally focused with ability to resolve issues in a prompt manner, adhering to process and compliance requirements Possess strong IT skills Ability to coach and deliver feedback with confidence Desirable Have experience working within a service delivery or contact centre environment Familiarity with planning, scheduling and real-time monitoring Ability to coach and deliver feedback with confidence Continuously pursue high standards, embraces change, recognise improvement opportunities and learn from experience. About Us:We ensure you're rewarded for all your hard work, which is why we offer a comprehensive benefits package which includes but is not limited to:Financial wellbeing programme and preferred rates on salary finance productsAviva Digicare - Free annual healthcare check Medicash - Discounted health cash plan providing cash back on a range of medical treatments including Dental, Optical and Consultant appointments for you and your family. Pension scheme and Life Assurance Employee Assistance Programme Holiday purchase scheme Sharebuy Scheme Recognition awards including Be a Star peer recognition and Long Service AwardsEmployee networks created and led by employees for employees Exclusive Benefits & Wellbeing site (Perks at Work) Entertainment, Health & Wellbeing and Travel discountsShopping discounts - Save up to 15%at high street and online stores by purchasing Shopping CardsVodaphone discounts On-going training & development and career pathways
Your workplace, but better.
Whether you're a cleaning operative, security specialist or part of our chef brigade, we work together as a cohesive team with a shared focus - to deliver great service and a seamless experience for our clients. In return, we'll support, coach and guide you as an individual so you can truly shine, whatever your role. Explore our current opportunities today and unlock your full potential
Compass Group UK&I wants everyone in our business to feel able to be themselves at work and to have an equal opportunity to progress their career. We want to create a culture where we respect and embrace everyone's talents, beliefs, backgrounds, and abilities. Where our colleagues feel valued, can reach their full potential, and thrive - Diversity is Our StrengthPlease note that we reserve the right to remove this advert prior to the advertised date, dependent on the level of response received. You are therefore advised to apply at your earliest convenience.
