Head of Bbc Service Desk
2 months ago
Job objectives and responsibilities
Lead, own, and develop a team of facilities management service desk operatives in the delivery of a high performing, efficient and effective customer service and operational delivery.
To directly manage the provision of engineering resource requirements Being strategically responsible for matching long term demand to scheduled resource linked to reporting insights to make informed decisions.
To ensure the team provide a tactical approach to assigning work to engineering resource to ensure high levels of engineering productivity.
To work on and deliver a more effective planning and delivery work schedule for engineering resource.
To work with and enhance engineering reports on to ensure oversite and to achieve real time engineering productivity.
Ensuring the scheduling team work closely with engineering supervisor and managers to deliver effective engineering productivity
Overseeing and managing schedule processes and ensuring continuous improvement
Identifying the issues and risks that are associated with any aspect of workforce planning cycle and its supporting data, and also implementing appropriate changes or improvement strategies to support or tackle these issues.
Ownership of the production and development of resource models and processes that enable the forecasting of staffing levels, service levels and other key performance indicators.Attend internal and external meetings as required.
Demonstrate a high level of employee performance management to ensure value and targets are met.
Facilitate clear direction by setting and managing employee objectives, fully utilising people management processes.
Coach and mentor team leaders and team managers in the delivery of a service that exceeds customer expectations.
Ownership for Identifying opportunities for improvement and managing the implementation of solutions for efficiency, performance, or customer experience across the service desk.
Deliver insights and recommendations on key customer pain points in the Customer Journey
Ownership of the development and delivery of identified KPI's, including efficiencies and customer satisfaction
- Build and maintain effective professional customer relationships and communications
Work collectively and collaboratively with all areas of the business to establish strong working relationships and best practice to deliver what is best for the business. Such as IT, Finance and Corporate Support Functions
- Continuously own and monitor the customer service delivery and communications
- Review and monitor allocation of resource to deliver contractual requirements and looks at ways to provide a slicker model.
- Communication and liaison with the service team, engineers, subcontractors, senior stakeholders and senior managers
- Delivers everyday high quality and consistent performance and standards in customer service delivery
- Delivers positively against customer and business KPIs and SLAs
- Is a proactive member of the contract team
- Establishes and maintains stakeholder engagement and management plans
- Delivers a golden thread of communication to the team, linking individual and team performance to the service desk performance and Mitie strategy and mission
- Monitors and responds to short term contact volumes and ensures reactive operational plans are in place to maintain customer service continuity and standards
- Working with their team, sets out a clear and realistic training and development programme for the team; champions development and succession planning
- Encourages and proactively seeks customer feedback, in the form of surveys and insight, compliments and complaints.
- Produces qualitative and quantitative information and establishes leading indicators to understand and manage team and centre performance.
- Works with the head of the service desk and the wider service centre network to accurately plans for mid-long term customer demands, such as seasonal changes and customer events
- Implements sustainable changes to ways of working; ensures stakeholder and team support and buy-in for change and fully realises and documents the benefits
- Invests the time and effort in their own personal and professional development
- Solely dedicated to the performance of the contract
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