Fm Helpdesk Team Leader

6 months ago

Stockport, United Kingdom NHS Property Services Full time

We have a fantastic opportunity for a FM Helpdesk Team Leader to join our team. This is a hybrid role, predominantly working from home with one day in the office per week. Attendance to the office is also required depending on business needs for workshops, meetings and training. The salary on offer is £33k-£38k depending on experience.

**About the role**:
The role of the Customer Service Centre (CSC) is to provide a single point of contact for our customers. The Facilities Management Helpdesk is one team operating within a wider Customer Service function.

You will be responsible for both the leadership of your team, and delivery of brilliant service to our customers. Ensuring the Helpdesk Advisors are able to respond efficiently; logging, allocating and managing reactive service requests proactively updating customers and any completing any administrative support.

**Key Responsibilities**:

- Coach, develop and motivate individuals within the team, ensuring appropriate training and development plans are in place; role model and reinforce excellent behaviours including developing a culture of collaboration and accountability.
- Set SMART goals for the Helpdesk Advisors, and effectively manage performance though regular one to one meetings, team huddles and performance reviews.
- Effectively supervise call flows, resources, reporting systems and processes ensuring documentation and procedures are kept up to date.
- Provide regular reporting to other members of the Facilities Management Helpdesk function and wider NHSPS management team to support trend analysis, performance management and operational improvement.
- Support the complaints investigation process and where appropriate take ownership of escalations. Escalating to Operational Management where applicable. Taking any learnings from complaints to feed into Continuous Improvement.
- Find opportunities to work collaboratively to improve the service delivered to customers, with a ‘right first time’ approach.

**What you will bring to the role**:

- Experience in a supervisory/team lead role in Contact Centre Environmen
- Experience in a front-line customer service role
- Experience producing reports for managers
- Ability to effectively prioritise tasks especially when under pressure
- Excellent written and verbal communication skills
- Ability to communicate effectively with managers at all organisational levels
- Can assimilate complex information and distill into relevant insights
- Knowledge of case management or service management systems, IT helpdesk systems and/or CRM systems

**What we can offer you**:
We understand how important life is outside of work so, as well as a competitive salary we will also offer:

- 27 days annual leave+ 8 days bank holiday with the option to buy additional weeks leave.
- A Smarter Working Policy, empowering you to choose the location of how and where you work according to your daily activities.
- Training and development opportunities, providing opportunities for our colleagues to develop and progress their careers at all levels through our Professional Excellence Framework.
- Company-wide Colleague Referral Scheme
- SMART Pension contribution into which the company will contribute up to 6%
- A range of flexible benefits including NHS retail discounts and Cycle to Work Scheme.
- We have a great Colleague Assistance Programme and offer support for all areas of life.

**An organisation with a passion**

We are an organisation with a passion for giving back. Putting money back into the NHS, raising £150,000 over 3 years for our charity partner Young Lives vs Cancer, supporting colleagues to volunteer within their local communities, and being committed to creating a sustainable working environment on our pledge to become net zero carbon by 2050. We understand that it’s important to feel like the work you do is having a meaningful impact on society, and through our approach to being a responsible business, we make sure that every colleague is given the opportunity to make a difference.

We celebrate diversity, and we are working hard to create an inclusive environment where people love to work and can fulfil their potential.

For full details of the role, please see the attached role profile.

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