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Helpdesk Quality & Planning Specialist

One Recruitment Associates
Job LocationGlasgow
EducationNot Mentioned
Salary23,000 - 23,500 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Helpdesk - Quality & Planning SpecialistHours of Work: 37.5 - Monday to Friday - 9am to 5PMStarting Salary: £23,500This is a key position, supporting on a variety of helpdesk functions including administrative tasks and responsibilities.The Quality and Planning Specialist will effectively lead and manage all teams to always ensure the highest level of customer care and satisfaction.Quality and Planning Specialist is responsible for supporting the Team Leaders to achieve key targets and support the Helpdesk as the Business grows.Key Accountabilities:

  • To ensure that all activity complies with Health & Safety policies and procedures.
  • End to end management of quality across jobs and calls.
  • Feedback of the Team Leaders on quality performance.
  • Support on coaching plans and feedback as a result of quality reviews
  • Optimising roster management to ensure KPIs are achieved
  • Review and implement roster changes with notice when volumes increase/decrease.
  • Coordinate Return to Works for each Team Leader
  • Support on the conducting of RWT
  • Set reminders for the team and spot check RWT quality and timeliness
  • Support on Welfare Meetings and coordination on minutes, invites, letters etc.
  • Recruitment of new colleagues process from - Advertising position, reviewing CVs, selection of candidates and arranging interviews. Once selection is made liaise with trainer and arrange inductions.
  • Support on performance management - performance improvement planning, disciplinary, investigation and conduct meetings.
  • Management of holiday requests and planned absence to ensure that Service Desk has adequate cover in place over all shifts (24/7)
  • Champion Customer service and motivate teams to encourage positive attitude
  • Follow and promote City values across the team.
  • Ensure the helpdesk runs to a high standard
  • Support the process management and version control of all processes
  • Proactive planning - weather, peak trading etc.
  • Embed a resolution midst within the helpdesk, moving from a log and pass function to a customer centric operation.
  • Succession planning and development of people - fit for growth.
  • Represent Helpdesk in internal and external customer meetings.
  • To visibly demonstrate enthusiasm and positive behaviour.
  • Highly Skilled using all aspects of the Mercury System - Mercury Superuser.
  • Support on the implementation of procedural changes, ensuring all colleagues are signed off and understand
Knowledge, Skills and Abilities:
  • Educated to GCSE / Standard Grade level as a minimum, ideally NVQ Level 3 or above (Customer Service / Administration)
  • A working knowledge of Helpdesk functions within the FM industry is beneficial
  • Previous experience of effectively leading a team is essential
  • Strong PC literacy, with experience in extracting, collating and presenting performance data
  • Strong communication skills both written and verbal
Strong results focus, takes accountability for own performance and that of the teamEffective problem-solving and decision-makingIf you believe you are the perfect match for this position please contact Katie at One Recruitment.

Keyskills :
Process ManagementService DeskPerformance Improvement

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