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Helpdesk Team Leader

Appcastenterprise
Job LocationBirmingham
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Helpdesk Team LeaderLocation: Parklands Court, Rednal, BirminghamHours: Full-Time (40 hours) working 5 daysflexible shifts to suitSalary: £27,500 per annum + Company exclusive benefitsOur 14forty Central Helpdesk & Control Room Operations team runs out of our Customer ServiceCentre at our Birmingham office. You can be a part of a team which will provide exceptional customer service to all our customers, help lead a team of Helpdesk Advisors& Control RoomOperators and shape the way in improving the way we work.We have an exciting opportunity for Helpdesk Team Leader. This is a fantastic opportunity for an inspirational and enthusiastic Helpdesk Team Leader to make a name for themselves within the Support Services industry. In return we offer support and developmentto grow within our business alongside a competitive salary. What you"ll be doing Your key responsibilities will be:

  • To ensure performance is managed in relation to demand. Aligning staff to peak periods to cover inbox and telephony traffic where required.
  • Delivers effective 121s with staff members to ensure that performance and quality issues are addressed accordingly. Action plans produced, staff performance output and support provided and recorded accordingly.
  • Identify/deliver training to staff where necessary and identify knowledge gaps with the appropriate actions required to improve performance further i.e. individual training plans.
  • To be the first point of contact for escalations relating to the Helpdesk/Control Room operations. Identifying root cause of issues and the required corrective actions to mitigate reoccurrence.
  • To manage staff (including Security Control Room (SCR) Operatives) in relation to company processes and policies. This includes annual leave management, sickness recording, conducting return to work meetings and all procedural meetings.
  • Focus on continuous improvement of processes to drive performance and improve the efficiency of the FM Helpdesk Operations.
  • To Support the Head of Operations in the delivery of the business performance management agenda and operational objectives.
  • To be fully conversant with the content of all AIs and SOPs and to keep all AIs SOPs and Risk Assessments updated and relevant.
  • Management of Security Guarding practices during the Out of Hours service, ensuring guards are conversant in Identification and escalation of physical security risks.
  • Assisting in the management of incidents and/or crisis situations, including providing recommendations for enhanced security measures as appropriate.
  • Providing support to staff when dealing with the local authorities, particularly for incidents that have occurred on site.
  • All other reasonable requests from the client and/or Strategic Account Manager.
  • Liaise and work closely with the site FM to support and coordinate annual Fire Evacuation, Internal Assembly and Live Security Exercise.
Who you are Who you are:Essential Minimum of 2 years people management experience Demonstrable experience in delivering in a high performing operation Demonstrable skills in data/MI production and analysis Stakeholder management experience (Internal and External) and strong communication skills Professional approach and a positive can-do attitude Operationally focused with ability to resolve issues in a prompt manner, adhering to processand compliance requirements Possess strong IT skills Ability to coach and deliver feedback with confidenceDesirable Have experience working within a service delivery or contact centre environment Familiarity with planning, scheduling and real-time monitoring Ability to coach and deliver feedback with confidence Continuously pursue high standards, embraces change, recognise improvement opportunities and learn from experience.The successful candidate will be required to have Enhanced Security Checks and must be flexible

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