At a Glance
- Tasks: Lead and develop a busy helpdesk and planning team in a fast-paced environment.
- Company: AGS One, a dynamic service provider with a collaborative culture.
- Benefits: Competitive salary, career growth, and a supportive team environment.
- Other info: Join a company that values teamwork and individual contributions.
- Why this job: Make a real impact by improving operational processes and customer service.
- Qualifications: Experience in helpdesk management and strong organisational skills required.
The predicted salary is between 38000 - 41000 £ per year.
08th September, 2026
Helpdesk & Planning Manager | £38k - £41k | Canary Wharf, London | 40 hours per week | Permanent | Occasional participation in an on-call rota
The Role
AGS One is looking for an experienced Helpdesk & Planning Manager to lead and develop our busy operational support function from our Canary Wharf office.
This is a key role within the business, responsible for overseeing our helpdesk, customer service and planning activities across several operational divisions, including Pest Control, Specialist Cleaning, Rail and Vegetation.
We are looking for somebody who is comfortable operating in a fast-paced service environment, managing a team, coordinating a field-based workforce and ensuring jobs are planned, scheduled and delivered in line with client expectations and contractual SLAs.
The successful candidate will also play an important part in improving how the department operates, using systems, reporting and automation to streamline processes, improve productivity and provide greater visibility across the business.
Key Responsibilities
You will be responsible for
- Leading, supporting and developing the Helpdesk and Planning team.
- Overseeing the planning, scheduling and allocation of engineers, technicians and operational resources.
- Ensuring jobs are scheduled efficiently to maximise workforce utilisation and minimise unnecessary travel and delays.
- Monitoring workloads and ensuring client SLAs, KPIs and deadlines are consistently achieved.
- Acting as a senior escalation point for more complex customer and operational issues.
- Ensuring effective communication between the helpdesk, planners, field operatives, supervisors and management teams.
- Managing the operational journey of a job from initial customer enquiry through planning, attendance, completion and onward administration.
- Monitoring operational performance and producing accurate client and management reports.
- Using workforce management systems and operational data to identify trends, bottlenecks and opportunities for improvement.
- Improving processes through automation, digital workflows and greater standardisation.
- Maintaining high levels of data quality and system accuracy.
- Supporting site surveys, quotations and inbound sales enquiries where required.
- Building strong working relationships with clients, subcontractors, operational managers and internal departments.
- Attending operational and client review meetings where required.
- Coaching and developing team members through regular one-to-ones, performance reviews and ongoing support.
- Working closely with HR and Operational Management to identify training and development requirements.
- Ensuring helpdesk and planning activities are carried out in accordance with company Health & Safety, Quality and Environmental procedures.
- Participating in an occasional on-call rota to support operational escalations.
About You
We are looking for somebody with strong operational and people-management skills who enjoys taking ownership of a busy function.
Ideally, you will have
- Previous experience managing or supervising a Helpdesk, Planning, Scheduling or Customer Service team.
- Experience planning and scheduling a mobile or field-based workforce.
- Strong organisational skills with the ability to manage multiple priorities and changing operational requirements.
- Experience working within a high-volume, fast-paced service environment.
- A good understanding of SLAs, KPIs and operational performance reporting.
- Strong customer service and stakeholder-management skills.
- Confidence dealing with operational escalations and challenging situations.
- Experience using workforce management, scheduling or CRM systems.
- Strong Microsoft Office skills.
- Experience working with operational data and identifying opportunities to improve processes.
- The ability to coach, motivate and develop a team.
- A proactive mindset and the confidence to challenge existing ways of working where improvements can be made.
Experience within Facilities Management, field services, pest control, cleaning, engineering, maintenance or another mobile-workforce environment would be particularly advantageous.
What We're Looking For
This role would suit somebody who is naturally organised, commercially aware and comfortable working at the centre of a busy operational environment.
You will need to be someone who can keep control when priorities change, communicate confidently with both clients and operational teams and, importantly, look beyond simply getting today's jobs completed by continually asking how the department can operate better.
If you have a strong background in helpdesk management, workforce planning and operational service delivery and are looking for an opportunity where you can genuinely influence how a department develops, we would like to hear from you.
About us
Since 2002 we have provided a range of services to clients in local authorities, public transport, aviation and construction market sectors, as well as private sector businesses.
AGS was borne out of a desire to do things differently where each individual matters and feels they are contributing; to do things better, to delight our customers and to go home safely and with a smile on our faces.
Growing steadily into an established business with loyal customers and staff, our values include a strong belief that our success comes from working as a team and in collaboration with our clients.
Strategic alliances forged with many other key players in the specialist cleaning industry and collaborative working have been key to our many successes.
This strategy compliments our long-term desire to remain an independent service provider.
Helpdesk & Planning Manager in London employer: AGS Recruitment
Join our dedicated team as an Epsom Cover Cleaner, where we prioritise a supportive work culture and offer flexible part-time hours that fit around your life. With competitive pay and opportunities for personal growth, you'll be part of a community that values reliability and professionalism, all while maintaining high standards in a clean and safe environment. Working locally in Epsom means you can enjoy the convenience of a short commute, making it easier to balance work and home life.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk & Planning Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AGS Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AGS Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk & Planning Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AGS Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at AGS Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AGS Recruitment!
How to prepare for a job interview at AGS Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
