At a Glance
- Tasks: Lead the helpdesk team and manage customer service excellence.
- Company: Join a diverse and inclusive organisation committed to success.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Dynamic role with opportunities for strategic analysis and process improvement.
- Why this job: Make a real impact by improving customer experiences and driving continuous improvement.
- Qualifications: Experience in helpdesk management and strong communication skills.
The predicted salary is between 42750 - 52250 £ per year.
- Helpdesk
- Responsible for the management of the helpdesk function, to include (but not exclusive to)
- Line management of all helpdesk employees
- Managing the end to end process of reactive call management.
Including logging of the work, follow through with the operational teams, uploading of documentation, customer expectation management, communication with the customer through the journey, closing the job in the system
- Managing excellence levels of customer service throughout the journey
- Managing the Planned Maintenance scheduling and distribution to site teams. Logging closure with correct documentation and compliance.
- Daily, Weekly and Monthly reporting of helpdesk stats
- Improvement plans against poor performing areas.
- Working directly with operational teams to drive continuous improvement
- Reviewing trends in data to understand quicker response times
- Building process, procedure and governance planning
- Ensuring adherence to account KPI’s and SLA metrics
Job Description
Helpdesk & Performance Manager
Responsibilities & Tasks
- Helpdesk
- Responsible for the management of the helpdesk function, to include (but not exclusive to)
- Line management of all helpdesk employees
- Managing the end to end process of reactive call management.
Including logging of the work, follow through with the operational teams, uploading of documentation, customer expectation management, communication with the customer through the journey, closing the job in the system
- Managing excellence levels of customer service throughout the journey
- Managing the Planned Maintenance scheduling and distribution to site teams. Logging closure with correct documentation and compliance.
- Daily, Weekly and Monthly reporting of helpdesk stats
- Improvement plans against poor performing areas.
- Working directly with operational teams to drive continuous improvement
- Reviewing trends in data to understand quicker response times
- Building process, procedure and governance planning
- Ensuring adherence to account KPI’s and SLA metrics
- Data & Process
- Strategic analysis, forward looking guidance with a view to challenging the annual and long term plans that contribute to the commercial development of the business
- Build governance packs to manage the requirements of the account from a contractual perspective.
Ranging from MBR’s, QBR’s, ABR’s, KPI’s and contractual commitments.
Ensure all are laid out, tracked, management plans and updates to client and account lead are regular and proactive!
- Build the process and procedure to operate the account
- Manage the integration of global IT systems to run operations
- Regular analytical reporting on all aspects of the account, providing insightful management information reporting to account leadership to drive decision making
- Track key internal metrics to
- Roll out FOR A auditing, track QHSE audits and action plans against them are being delivered
- Manage document control through sharepoint and online systems, provide regular audits of those documents to ensure regular updates are made
- Additional
- Internal monthly reports on QHSE, finance and strategy
- Manage the communication for the account, from weekly updates through to regular flow through of communications
- Ensure all new hires are processed effectively
At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation.
We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds.
We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success! #BGISUK
Performance Manager in London employer: BGIS UK & Europe
BGIS is an exceptional employer, offering a dynamic work environment at the iconic London Bridge site where innovation meets tradition. Employees benefit from a strong focus on professional development, with opportunities for growth in technical skills and leadership roles, all while being part of a collaborative team that prioritises safety and quality. The company fosters a culture of inclusivity and support, ensuring that every team member feels valued and empowered to contribute to the success of critical building systems.
StudySmarter Expert Advice🤫
We think this is how you could land Performance Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BGIS UK & Europe. 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 BGIS UK & Europe 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 Performance 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 BGIS UK & Europe:Your cover letter is your chance to shine! Tell us why you want to work at BGIS UK & Europe 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 BGIS UK & Europe!
How to prepare for a job interview at BGIS UK & Europe
✨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.
