Helpdesk Supervisor

This is a permanent, full-time vacancy that will close in 24 days at 23:59 BST.

The Vacancy

To effectively manage Helpdesk Team Leaders and support them in team management and KPI achievement. To deliver management information in a timely and effective manner. Responsibilities include quality assurance, planning, helpdesk resource management, recruitment, and ensuring consistent delivery of service. The role involves deputising and supporting the Contact Centre Manager, liaising with City and Asda senior management to ensure adherence to processes and policies. Configurations to provide access for Mercury and Epoch for all City employees, including field staff.

Main Duties

• Attendance management, including welfare visits and return-to-work interviews for all helpdesk colleagues.
• Conduct disciplinary, investigation, and conduct meetings.
• Manage holiday requests and planned absences to ensure helpdesk coverage over all shifts (24/7).
• Support and coach team leaders.
• Conduct monthly 1-1 meetings with team leaders and assess their team meetings.
• Conduct yearly appraisals for team leaders.
• Manage colleague performance, support performance management, improvement planning, disciplinary, investigation, and conduct meetings.
• Generate management information reports for field and customer senior management teams.
• Provide 24-hour out-of-hours (OOH) cover via a 1-week in 2 on-call rota, with a high level of responsibility during shifts.
• Ensure colleagues regularly access Evolve for updates.
• Manage recruitment process: advertising, reviewing CVs, selecting candidates, arranging interviews, and liaising with trainers for inductions.
• Plan resources for severe weather conditions.
• Collate monthly overtime data for helpdesk.
• Implement succession planning and support growth initiatives.
• Achieve KPIs/KRAs such as 18 seconds to answer, 30 minutes to pass, and 95% performance house score.
• Champion customer service and motivate teams to foster a positive attitude.
• Support team by logging jobs and incidents.
• Maintain knowledge of Right To Work and GDPR guidelines.
• Serve as the main contact for City FM.
• Represent helpdesk at internal and field meetings.
• Create and update processes, ensuring team compliance.
• Support and deputise for the Contact Centre Manager.
• Communicate confidently and create a cooperative atmosphere with customers and colleagues.
• Consider the impact of actions on team members and take pride in teamwork.
• Represent the company professionally and develop strong relationships with City and Asda colleagues.
• Demonstrate enthusiasm and positive behavior.
• Fulfill other reasonable requests or instructions from management.
• Liaise with recruiting agencies via the Recruit+ portal.

Key Performance Indicators

• Timeliness and accuracy of reports.
• Utilization and development of the helpdesk team.
• Effectiveness of communication within the helpdesk.
• Knowledge of helpdesk operations.
• Familiarity with the Asda contract and disciplinary procedures.
• Ability to manage a team of call center operators and team leaders.
• Ability to analyze and present performance data.
• Motivate self and team to drive business success.
• Proficiency in Excel, Word, PowerPoint.
• Experience delivering management presentations.

Demonstrated Behaviours

• Ability to motivate self and others.
• Flexibility in working hours.
• Effective written and verbal communication skills.

Specialist Requirements

• Confidence liaising at area and divisional levels.
• Experience in developing strong colleague relationships.

The Company

Founded in 1985 by Willie and Susan Haughey, City Refrigeration Holdings aims to positively impact the facilities management industry. Built on values of collaboration and transparency, it has grown into a trusted global company with over 12,000 employees across Europe, Australia, North America, and Asia, offering diverse services across various markets.

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