Helpdesk Team Manager

4 weeks ago

Manchester, United Kingdom Network Rail Full time

Brief Description

We are now seeking Helpdesk Team Manager’s (Training). This is an exciting opportunity to manage a team of helpdesk customer advisors answering queries relating to Network Rail Training within Business Services in Manchester: Square one.

About the role (External)

Main Responsibilities

·Manage a team of helpdesk customer advisors within the Network Rail Training call centre operating high volume queries in relation to Network Rail Training.

·Manage a team to operate a high volume query management resolution team to deliver quality customer service to a large customer base. Develop / continually improve relations with key stakeholders, define and embed a customer centric culture where all team members consider the impact on customers and their future requirements.

·Create an environment that inspires the team by empowering others to make informed decisions in confidence and with support, mentoring, coaching and developing your teams to high performing standards.

·Drive innovative thinking through the teams and use of robotics to deliver a continual reduction in calls to the centre, increase productivity and customer satisfaction. Enforce compliance to those processes and audit the content to maintain a consistent and acceptable standard right across the department and service offering.

·Manage the solidus platform to increase the way a customer can contact the centre by implementing and driving new technologies to match our customers preferred method of contact.

·Operate within the pre-agreed control framework within the helpdesk team, embedding a control mind set with customers and stakeholders. Continually reviewing the framework for adherence and embed improvements where required. Work with all parties to reduce risk and the cost of control.

·Implement and oversee the adoption of weekly focus initiatives, coaching and empowering team members to innovate existing processes to drive continuous improvement in the department and wider organisation.

·Represent the team within the Network Rail Training people forum, developing peer group people initiatives, consistency in the application of people policies and improvement in centre wide engagement levels.

·Drive an inclusive culture where individuals can be themselves and are free to challenge existing process without discouragement. Create a culture of operational responsibility where individuals take personal ownership for delivery.

·Manage the helpdesk team by maximising individual employee performance. Set, monitor and assess individuals against SMART objectives to drive employee and team performance. Support team member development through regular coaching and balanced feedback; encouraging team members to have a training and career development plan.

Essential

 Experience of leading and empowering a team within a high volume inbound service centre environment

·Have a passion for our customers with proven experience of providing exceptional customer focus, engagement and stakeholder management skills

·Proven analytical skills; ability to produce, interpret and work comfortably with management information in a KPI driven environment

Working knowledge of solidus/ mitel software and its offerings Proven self-starter with the ability to motivate a team in high pressured situations leading by example Proven influencing, networking and stakeholder management skills at senior management level Demonstrable experience in leading service, process and system improvements Excellent communication skills, flexible and adaptive Have the ability to make tough decisions needed to succeed and having the courage to honestly communicate those decisions

Desirable

A knowledge of the railway industry and rail training sector

·Educated to degree level or equivalent

·Experience of managing improvement projects and processing high volume activity

·Experience in LEAN or equivalent

·Excellent communication skills both written and verbal (comfortable presenting to senior stakeholders and/or customers)

Exceptional experience of KPI turnaround from underperforming to performing exceptionally ORACLE eBusiness Suite experience

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