Head of Customer Operations

4 months ago

Glasgow, United Kingdom Atalian Servest Full time

**Job Reference: /KC/29-06/894**

**Job Title: Head of Customer Operations - Technical Services**

**Contract: Permanent, Full-Time**

**Location: Glasgow**

**Business Overview**

Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.

**Job Overview**

We are currently recruiting for a Head of Customer Operations - Dedicated Helpdesks to join our passionate and driven team based at our client’s site in Glasgow.

**Benefits**
- Wide range of retail discounts
- Discounted gym membership
- Join our Cycle to Work scheme
- Access to “CHROMA”, our internal colleague-led diversity and inclusion community - join a committee or take part in our events
- Access to internal Mental Health First Aiders
- Immediate access to “Opportunity” our internal Learning and Development platform
- Required professional membership fees paid for
- Win monthly Atalian Servest Superstar Awards

**Key Responsibilities**:

- Lead support and inspire a team of Helpdesk to achieve success.
- Support the mobilisation of new contracts as a streamlined helpdesk approach.
- Strategic management of the dedicated helpdesk team to ensure high levels of customer service, resource management & service delivery.
- Carry out a review of the current helpdesk facility to develop a programme of improvements for greater effectiveness and enhanced customer experience.
- Ensure Helpdesk service is delivered in line with Technical Services business processes.
- Set up customer forums and attend with a view to understanding existing experiences and suggest and bring ideas for improvement to life.
- Exceed client expectations in the delivery of the Helpdesk Operational services.
- Lead effective communications with the operations and client teams.
- Ensure that PPM and statutory tasks are planned, resourced and completed in line with specific PPM contract and legislative requirements.
- Effective tasking and direction of the engineering workforce to complete Reactive, Quoted and Planned Maintenance tasks within contract KPIs.
- Work in conjunction with the Operations Managers, Account Managers to ensure seamless management of contracts.
- Analyse data from Helpdesk reports understand trends and patterns and present findings at monthly meetings.
- Act as key point of contact for engineering workforce and subcontractors.
- To ensure administrative upkeep of information management systems at all times, including contract files.
- To provide contract information on a monthly basis to Operations Directors & Managers/Account Managers for contract reports.
- Take health and safety into consideration during all works with support from management.
- Ensure compliance with Atalian Servest AMK Limited Quality Management System and be instrumental in implementing the procedures and instructions with particular attention to the areas of responsibility listed on the document.
- Experience managing large helpdesk operations.
- Extensive leadership and management skills, including the ability to influence outcomes and motivate a team.
- CAFM system experience in systems such as Concept, Maximo etc.
- A meticulous eye for detail.
- Capable of operating in a pressurized fast-paced environment.
- Calm and methodical approach.
- Experience in leading change and driving change awareness within a complex and geographically dispersed organisation.
- A solid track record of delivering service/performance improvements, efficiencies, and enhanced user experience.
- Solid experience in the principles of operational excellence and how to ensure new services and ways of working are successfully implemented and embedded.
- Excellent communication skills including presentation and written report writing.
- Good PC skills, including advanced Excel, MS Teams, and SharePoint.
- A self-motivated person who is target driven and possesses the ability to work on their own initiative.
- Excellent communication and interpersonal skills.

**How to apply**

If you are interested to join a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply

Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500 (T&Cs apply)

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