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Helpdesk Supervisor - Anglian Water

Emcor UK
Job LocationPeterborough
EducationNot Mentioned
Salary£27,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Emcor are looking for a Helpdesk Supervisor to join their Anglian Water contract on a full time permanent basis. Hours: 8am - 5pm, 1 hour lunch, Monday to Friday Salary: £27,000 per annumJob Purpose:Manage the day to day running of the Helpdesk team. Promoting excellent customer service and continually strive to improve service levels. Supporting the drive for the Customer Service excellence.Principal Accountabilities:

  • Manage control and monitor the day-to-day operation of the helpdesk team
  • Includes presence on management on call rota, 1 in 9 weeks for escalation of issues via phone not on site.
  • Manage the policies for customer service, appearance/uniform standards, attitude and any other issues effecting the operation
  • Collate statistics and prepare monthly reports for client
  • Assist with the co-ordination of the customer service survey twice a year
  • Co-ordinate and support monthly team meetings
  • To provide hands on’ help, advice and assistance as required by site and client
  • Assist with the improvement of the personal management and development of all staff
  • Monitoring annual leave and sickness records
  • Investigating and solving customers problems
  • Ensure that sickness absence is covered and the helpdesk areas are manned appropriately
  • Conduct monthly one to one meetings with staff and deal with any problems arising from them
  • Conduct health and safety talks and risk assessments for helpdesk / reception team
  • Manage the holiday rota. Deal with any requests for holiday, authorise and ensure that they are covered operationally
  • The contact for staff to report in sick to
  • Work as part of the team at either site when and if required
Person Specification
  • Proven experience within a similar role
  • Strong team leader experience
  • Knowledge of reactive and planned maintenance jargon
  • Experience of Concept, Care manager, Planet is desirable
  • Experience of SLA’s and KPI Monitoring
  • Good IT skills including MS Word, Excel, Power point and Project
  • Good level of interpersonal and customer relationship skills
  • Smart, presentable appearance
Benefits
  • 25 days holidays + Bank holidays
  • Holiday Buy Scheme - up to 5 days
  • Industry leading Maternity & Paternity Policies Real Living Wage Employer
  • Refer a Friend scheme
  • Extensive Learning & Development opportunities - including opportunities for progression.
  • Discount Shopping, Gym, Days Out
  • Bike To Work Scheme
  • Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing.
  • Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries.
  • Occupational Health - Making a positive change to Health & wellbeing at work.
  • Various Rewards & Recognition Awards
  • x11 RoSPA Awards for Health & Safety achievements in 2022
  • Order of Distinction Award for our Aldermaston account team (for 15 consecutive RoSPA Gold Awards)
  • Stable employer with long-term prospects on the contract

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