Helpdesk Operations Manager

Why Join Us

We are recruiting for a Helpdesk Operations Manager at our Redditch site. Managing team performance, process improvement, providing leadership to improve and sustain our important out of hours emergency service and strategic decisions.

• Accountable for the operational management of the Helpdesk Team covering multiple clients, ensuring a high profile in the running of the customer services we provide including managing a rota based helpdesk team.
• Creation, implementation and management of processes across all the clients.
• Create, generate and manage reporting.
• Responsible for the delivery of company KPIs allocated to the Helpdesk Teams, in addition to providing support to other KPI owners for achievement of theirs.
• Effective management of resources to maximise customer availability & minimise customer impact.
• Taking the lead and being a role model for your direct reports and the wider team, managing in line with company policies, procedures, and in particular – Values & Behaviours.
• Identifying talent, supporting development and ensuring management of colleagues with opportunities for improvement are completed in a timely manner.
• Developing long-term relationships with both internal & external customers, enabling regular reviews of the customer services being provided.
• Work closely with our main internal stakeholders to minimise duplication of effort and improve effective use of resources, thereby enhancing the customer’s experience.
• Actively contributing to supplier management on a regular basis, including participation at review meetings and report running.
• Ability to work with multiple stakeholders with differing KPI’s/SLA’s and challenges.
• Driving a culture of continuous improvement by identifying & implementing enhancements to current ways of working.
• Communicate the organisation’s vision to employees helping teams to meet objectives.
• Set clear goals and deadlines for employees, delegating tasks and motivating teams to achieve specific objectives.

• Experience of managing a team within a call centre/customer services or operations centre essential
• Demonstrable evidence of influencing positive change within a call centre/customer services centre environment
• Proven experience in a professional customer services environment

• Knowledge of FM operations is preferable include a good knowledge of CAFM, web-based software, IT best practices, industry trends and customer service including report generating.
• Understanding and experience of the retail industry desirable

• Excellent verbal communication skills and good telephone manner
• Accuracy & Precision in all written communication
• IT literate with extensive experience of MS Office applications i.e. Word, excel and power point

• Salary: upto £42,794 pro rata
• Up to 10% bonus scheme, subject to achievement of targets.
• Group personal pension scheme of matched contributions between 5% and 6%.
• 25 Days Annual Leave + Bank Holidays.
• Life Assurance
• Access to state-of-the-arc training academy
• Funded Training Sponsorship Scheme
• Refer a Friend reward scheme
• Cycle to Work Scheme
• Health Cash Plan
• Up to 10% off B&Q/ Trade Point
• 20% off Nuffield Fitness and Wellbeing Centres

Don’t miss out on this great opportunity, apply today by clicking on ‘apply’ button.

Requisition :