The Helpdesk Manager has responsibility for a client facing 24/7 helpdesk, providing a logging, allocating and completion process, an administration team, and line management of the Data Assistant. The successful applicant will Line Manage the teams to ensure service delivery is to the highest standards and maintained across multiple contracts and clients. This position will be based in Bridgend.
Our Client are a market leading building and construction business who operate Internationally.
The Helpdesk Manager will be:
To co-ordinate activities and provide overall management of the Helpdesk, Data and admin functions to ensure conformity in meeting common aims of Customer Service and generally promoting and developing the brand. Ensuring a uniform operational delivery model approach across all processes and clients, wherever it is possible.
Responsible for the daily running and management of the helpdesk desk through the effective use of resources with responsibility for meeting, and setting exceptional customer service targets as well as planning areas of improvement or development.
Ensure that calls are answered within agreed time scales and in an appropriate manner.
Responsible for managing PFI contracts, handling customer enquiries where appropriate. Co-ordinate and motivate helpdesk staff and be involved in staff recruitment.
This role will includes working with OOH's teams and being available as a point of escalation for issue resolution.
Promote the processes of the Project, e that internally across the business or externally to customers and external parties. Will need to be an effective figurehead in representing the interests of the team across the business.
To liaise closely with all PFI contract contact teams, ensuring the delivery of the helpdesk service meets their expectations
To take ownership of the compliance filing system, ensuring that an effective filing system is in place that is easy to use by all parties.
To be involved in the mobilisation of any CAFM systems within the Business, providing support and training as and when required.
To be the main point of contact for all new Contracts, by establishing excellent relationships and clear understanding of contract needs and requirements
Attend any client/customer review meetings and take appropriate actions where required.
To provide support and development to the Data Assistant, with fortnightly meetings to keep focus on the key issues and any resolutions.
To be the key link person for any Project communications e.g. generator testing, MMM's etc
To be the lead person for the coordination of SOMAD and charity events or working within the community
Produce weekly and monthly operational reports, as required.
Analyse and interrogate helpdesk performance data and implement corrective actions as required.
To monitor quality of feedback from clients and quarterly customer satisfaction reports to the Senior Project Manager.
Attendance at senior management meetings will be required as will the ability to implement business change as appropriate.
Train and develop team members in the operation of CAFM systems and Admin Support procedures
Complete performance reviews with all direct reports in line with company guidelines.
Liaise closely with the Estates Management team to ensure effective job logging and allocation
Communicate effectively with the Senior Management and Commercial teams in all matters relating to operational delivery
Attend management meetings, take notes and issue follow up actions as necessary
Management development to ensure that a high quality team is maintained including performance management. Succession planning and personal development.
Participate in training and development of direct reports
Second line disciplinary management
An understanding and working knowledge of CAFM or similar automated scheduling software.Profile
The successful Helpdesk Manager will have:
A proven track record working in Building and Construction industries or Facilities Management
Strong Customer focus, clear communications, Great attention to detail.
Solid understanding of PFI Contracts
An interest in excellent Facilities Management delivery
Full clean Driving licence - (desirable) and live locally to Bridgend.
Proven track record managing a small to large teamJob Offer
The Help Desk Manager is offering:
Annual Salary up to £25,000 per annum
40 hour week contract - Monday to Friday
25 days annual Leave + bank holidays
Pension contribution and many other benefits