Support

2 weeks ago

High Wycombe, Buckinghamshire, United Kingdom IPC Europe Full time

Support Desk Manager

High Wycombe HP11 2EE

Hybrid working - 3 days office based


IPC EMEA a purchasing and supply chain company for Subway Franchisee stores in EMEA have an excellent opportunity for a Support Desk Manager to join our Franchisee Engagement team.


The Role
As IPC EMEA Support Desk Manager, youll be a proactive member of the Franchisee Engagement Team.

Working closely with the Head of Franchisee Engagement to coach and develop a high performing, engaged team of Franchisee support professionals, who go above and beyond to deliver service excellence to Franchisees across Europe and our wider stakeholder groups.

Hybrid role, based in High Wycombe, with some European travel required.

Accountable For

  • Provide training on and ensure the appropriate use of the Customer Relationship Management (CRM) systems, such as Dynamics 36
  • Ensure the timely and successful delivery of our solutions according to Franchisee needs and objectives.
  • Collaborate with the wider IPC EMEA team to set, review, and continually challenge supplier and distributor SLAs, to ensure the ongoing development of the service and support available to Franchisees.
  • Initiate regular meetings with key internal stakeholders to strengthen relationships and assess ongoing needs of Franchisees, based on key reporting information from CRM.
  • Translate available customer data contained within our platform and other sources into actionable insights and improvement projects.
  • Act as a senior point of escalation for both internal and external stakeholders.

Analyse weekly and monthly reports, identifying trends and conducting root cause analysis to promote a culture of continuous improvement to drive levels of satisfaction amongst Franchisees.


  • Provide regular and adhoc reports to the Head of Franchisee Engagement, and other key stakeholders, feeding into Franchisee facing events and activities as well as internal review meetings.
  • Drive the adoption of best practice processes with a review of current ways of working and integration of new working practices.

What is important to us
Our culture and values are at the heart of everything we do at IPC EMEA, how we act and support each other and are an important part of our hiring process:

  • We are empowered
- we have the freedom to make a difference together.

  • We collaborate
- we trust and depend on each other. We contribute. We succeed together.

  • We deliver on our commitments
- we deliver on our commitments together, individually, today and tomorrow.

How we support our employees
Joining a new company can be daunting and at IPC EMEA we work hard to support everyone who has chosen IPC to develop their career

  • Onboarding programme
  • Time with the senior leadership team as well as your colleagues and our Culture Champions
  • Training programmes to develop your skills and our ways of working focussing on feedback and management of work
  • Flexible working between the hours 8 am to 6.30 pm we appreciate the juggle of life and home can be challenging and provide opportunities to flex your start and leave times
  • Excellent benefits package including 7% pension contribution, Private Medical, 25 days holiday (which increases after 3 years), salary sacrifice schemes and an annual £250 personal development initiative fund we also provide breakfast and lunch items in the office
  • On site parking
  • Volunteer at our nominated charities and in addition you will have 1 volunteer day a year to work with your chosen charity
  • Recognition award schemes and a summer and winter event each year


We actively support diversity, equity and inclusion and ensure that our employees are valued and treated with dignity and respect.

We encourage everyone in our business to reach their potential

About us


Subway is one of the fastest growing Franchise networks in the world and the largest submarine sandwich chain, with more than 41,500 stores more than 4,800 of which are in Europe.

IPC EMEA, (formally IPC Europe), is a non-profit making organisation owned by Subway Franchisees in Europe.

The organisation was established in 2001 to enable Subway Franchisees to benefit from the discounts that come from purchasing and supplying products in large volumes.

Over time, the breadth of the services we provide, and our geographic reach has grown.


Our scope now goes beyond purchasing and supply chain management as we seek to have a positive impact on every Franchisees P&L, wherever possible.

We work with service providers to offer Franchisees a range of optional services such as Wi-Fi, energy, pest control and card payments.

Our aim is to ensure we select the best providers, offering the best quality services at competitive rates.


We also provide a range of in-house support services, value-add initiatives and retail technology solutions for restaurant teams to help with day-to-day operations.

Today, IPC EMEA operates on a global, regional, and local level to source high quali

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