Helpdesk Supervisor

Salary** £31,518.00**
- Location** Glasgow Head Office**
- Shift Pattern** Days**
- This is a _permanent_, _full time_ vacancy_ that will close _in a month_ at 23:59 BST_. _

**The Vacancy**

**The Vacancy**

To effectively manage Helpdesk Team Leaders & support them in management of teams & KPI’s. To deliver management information in a timely & effective way. Quality & Planning, Helpdesk resources/recruitment, to ensure consistency of delivery & service. To deputise & support for Contact Centre Manager. Liaise with City & Asda Senior Management to ensure adherence to Process and Policy. Configurations to provide Access for Mercury & Epoch for all City Employees, including field.

**Main Duties**
- Attendance Management, including Welfare Visits, Return to Work interviews for all Helpdesk colleagues
- Carry out disciplinary, investigation and conduct meetings.
- Management of holiday requests and planned absence to ensure that helpdesk has adequate cover in place over all shifts (24/7)
- Support & coach Team Leaders
- Carry our Team Leader monthly 1-1’s and assess their 121 meetings with their teams
- Yearly Appraisals for Team Leaders
- Colleague performance management, Support on performance management - performance improvement planning, disciplinary, investigation and conduct meetings.
- Management information reports for Field and Customer City & senior management teams.
- 24 hours a day OOH cover across all shifts via a 1 week in 2 on-call rota. High level of responsibility during the rota
- Ensure colleagues are accessing Evolve on a regular basis to receive updates
- Planning Resources for Severe Weather
- Collate Monthly Overtime for HD
- Succession Planning, Fit for Growth
- KPI’s/KRA’s: 18 seconds to answer / 30 mins to pass / 95% Performance House score
- Champion customer service, motivate teams to encourage positive attitude
- Support team by logging jobs and incidents
- Strong knowledge of Right To Work and GDPR guidelines
- Main point of enquiry / contact for City FM
- Represent Helpdesk at internal and field meetings
- Process management: creation and updating, ensuring all colleagues understand and are following changes
- Support / Deputise for Contact Centre Manager
- To communicate fluently and confidently without supervision creating an atmosphere of co-operation with both Customer and Colleagues.
- Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team.
- To represent the Company in a professional and competent manner at all times and develop strong working relationships with City and Asda Colleagues.
- To visibly demonstrate enthusiasm and positive behaviour.
- Comply with any other reasonable request or instruction from other Department/CFM Line Manager
- Recruit+ Portal - Liaising with Recruiting Agencies
- FTE Management
- Flexible Working Requests

**Key Performance**
- Timeliness and accuracy of written and verbal reports
- Utilisation and development of the Helpdesk Team
- Effectiveness of communications within the Helpdesk

**Essential Knowledge**
- Working knowledge of the Helpdesk
- Familiarity with the Asda Contract

**Desirable Knowledge**
- Familiarity with assessment and disciplinary procedures

**Essential Skills**
- Ability to manage a team of Call Centre Operators and Team Leaders
- Ability to extract, collate and present performance data relevant to the business
- Ability to motivate self and Helpdesk team in order to drive the business

**Desirable Skills**
- PC Literate in Excel, Word, Powerpoint
- Previous experience of delivering presentations to Management

**Demonstrated Behaviours**
- Customer focused
- Able to motivate self and others
- Flexible approach to working hours
- Effective communication skills both written and verbal
- Team member skills

**Specialist Requirements**
- Confident liaising at Area and Divisional level
- Experience in developing strong working relationships with Colleagues

**The Company**

In 1985, husband and wife Willie and Susan Haughey established City Refrigeration Holdings. The pair set out with one goal - to make a positive change in the facilities management industry.

The Haugheys founded their enterprise on the values of collaboration and transparency, replacing client/contractor relationships with long-term, mutually beneficial partnerships. Each partner receives a unique strategy, shaped by the needs of the business and implemented by a bespoke, self-delivered model.

It is this focus that has allowed the City Group to grow from its humble beginnings into one of the world’s most trusted facilities management companies. The business now employs over 12,000 people and has established divisions across Europe, Australia, North America and Asia. It has also diversified the services it offers to include maintenance and engineering, technical procurement and support, cleaning and ancillary services across retail, residential and commercial markets.

Now more than three decades