Switchboard & Helpdesk Supervisor

**Switchboard and Helpdesk Supervisor**

**Contract: Healthcare**

**Location: West Midlands**

**Hours of work: 37.5**

**Contract Type: Permanent**

Are you a driven professional looking to make an impact in a fast-paced environment? We have an outstanding opportunity for a Switchboard & Helpdesk Supervisor to play a vital role in our thriving organisation. As a key member of our team, you will work closely with the Switchboard & Helpdesk Manager, contributing to the seamless operation of our department while exceeding contractual obligations and achieving our ambitious business objectives.

In this role, you will collaborate with the Switchboard & Helpdesk Manager to support the day-to-day operations of the department. Your focus will be on ensuring the delivery of exceptional service at all times, while also monitoring and enhancing performance metrics to drive continuous improvement and optimal customer satisfaction. Your keen eye for detail and ability to identify areas of improvement will be critical in maintaining the highest service standards.

As a supervisor, you will inspire and motivate a talented team of professionals, fostering a collaborative and positive work environment. Leading by example, you will nurture individual growth and ensure seamless coordination amongst team members.

You will also play a pivotal role in strengthening client relationships by acting as a primary point of contact. Your exceptional communication skills will allow you to nurture relationships, address concerns or escalations promptly and professionally, and foster strong client partnerships.

In addition, your strategic mindset will contribute to enhancing operational efficiency. You will identify opportunities to streamline processes, implement innovative technologies, and improve overall productivity. Your ability to analyse data, identify trends, and implement strategies for continuous improvement will be invaluable in driving cost-effective solutions.

**Key Responsibilities**
- To provide direction, guidance and support to all staff within the department to ensure they carry out their roles efficiently and effectively and comply with relevant legislative, ISS and Trust operating standards to achieve the department’s service provision and business objectives
- To promote good communication systems with staff to promote positive employee relations
- To undertake recruitment, induction and training in accordance with the relevant ISS or Trust policy
- To manage staff consistently and in accordance with the appropriate Trust policy in relation to absence, disciplinary and grievance matters
- To ensure correct resource levels are maintained to meet service provision objectives and identify additional short-term or emergency resource requirements and seek agreement for these from line manager
- To undertake service quality and performance monitoring and to report this to line manager and to implement any corrective action line manager deems necessary

**Professional and Personal Competencies/Qualifications**
- Supervisory Experience: Previous experience in a supervisory role, preferably in a fast-paced environment, leading and motivating teams to achieve targets and deliver exceptional service
- Strong Leadership: Proven ability to inspire and guide teams, foster a positive work environment, and effectively manage conflicts
- Excellent Communication: Exceptional written and verbal communication skills, adept at engaging with clients, team members, and stakeholders, and conveying complex information clearly
- Customer-Centric Mindset: Strong focus on delivering outstanding customer service, understanding customer needs, and promptly addressing concerns to ensure satisfaction
- Analytical and Problem-Solving: Proficient in data analysis, identifying trends, and implementing continuous improvement strategies. Skilled at making sound decisions and resolving issues efficiently
- Operational Efficiency: Strategic thinker with a knack for identifying process improvement opportunities, leveraging innovative technologies, and optimising productivity
- Adaptability and Learning Agility: Willingness to adapt to changing environments and a quick learner who embraces new concepts and technologies

**The Company**

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart