At a Glance
- Tasks: Support the Helpdesk Manager in delivering top-notch customer service and team development.
- Company: Join KBS Maritime, a dynamic joint venture at HM Naval Base Portsmouth.
- Benefits: Enjoy a competitive salary, 25 days holiday, and flexible parental benefits.
- Other info: Opportunities for professional development and a supportive team culture.
- Why this job: Make a real impact on national defence while working in a unique environment.
- Qualifications: Customer service experience and strong organisational skills are essential.
The predicted salary is between 30000 - 34000 £ per year.
Location: HM Naval Base, Portsmouth (HMNBP)
Service Area: Service Centre, Service Delivery
Hours of Work: 37 hours per week
Salary: £30,000 to £34,000 (dependant on experience)
What you will be doing
We are looking for a proactive and customer-focused Deputy Helpdesk Manager to support the day-to-day running of our Helpdesk function. Acting as deputy to the Helpdesk Manager, you will play a key role in ensuring the delivery of high-quality customer service, efficient work allocation, and ongoing team development.
Key responsibilities include:
- Deputising for the Help Desk Manager in meetings and people management activities
- Overseeing the Authorised Telephone Officer function
- Managing customer feedback processes, producing management reports and performance statistics
- Supporting training and quality standards across the Helpdesk team
- Handling and coordinating service requests by prioritising and allocating works through the CAFM system, and monitoring job progress
- Managing customer communications, maintaining accurate records and documentation
- Reviewing extension requests to ensure compliance with contract procedures
Please note that this role is a 37 hour working week, flexibility of working hours will be required.
What you will bring
- Demonstratable team leader qualities and be able to take the lead in the absence of the Helpdesk Manager
- Exceptional organisational skills and ability to work under pressure
- Ability to communicate effectively and confidently, with tact and diplomacy at all levels with internal and external customers
- Experience prioritising and assigning work using agreed contract and process principles
- Background in ensuring that all requests are managed and meet the KPI requirements of the contract
- Proven ability in ensuring that feedback is provided in a timely way
- Confidence engaging with team leaders to discuss issues, identifying any areas of improvement/error proofing
- Practice in producing and distributing reports as and when required
- Strong team player, capable of sharing ideas and knowledge, but have the ability to work confidently on an individual basis
About you
- Customer Service experience, ideally in a Service Delivery setting
- Knowledge of CAFM or similar asset management toolsets
- Be proficient in the use of Excel and Word
- Effective communication and problem-solving skills
You’ll get
- A competitive salary
- 25 days holiday plus bank holidays
- Holiday purchase scheme, following successful completion of probation period
- Discretionary company bonus scheme
- Enhanced pension scheme – employee contribution 4% and company contribution 6%, or the employee can increase their contribution to 6% and company contribution 8%
- Life assurance x 4 (subject to scheme T&C’s)
- Access to our internal benefits and discounts programme for all colleagues
- Cycle to work scheme
- Group income protection
- Flexible parental benefits (if applicable)
- Free parking onsite
- Access to our Internal employee assistance network, giving you the opportunity to reach the heights of success within your new position
- Continued professional career development
- Kudos reward opportunities (internal achievements scheme)
- Occupational Health & Wellbeing Services
- 20% off entry into the Historic Dockyard
Background checks & security
Please note that due to the nature of the site we are based on and the work carried out, once offered we carry out a number of pre-employment checks which include UKSV clearance applications – you will need to be eligible for this and willing to go through the process. For more information, please speak with the Talent & Recruitment team.
About us
At KBS Maritime, we’re not just another company – we’re an exciting and dynamic joint venture between industry leaders BAE Systems and KBR. Our team is dedicated to providing Asset Management, Infrastructure Management, Energy Solutions and Alongside Services at His Majesty’s Naval Base Portsmouth (HMNBP), the beating heart of the Royal Navy.
With almost two-thirds of the Royal Navy’s surface ships stationed at HMNBP, working with KBS Maritime means being at the forefront of innovation and progress. We operate in a unique and fascinating environment, with a mix of historic dockyards and cutting-edge infrastructure that’s unlike any other.
By delivering state of the art solutions to the Royal Navy, KBS Maritime offers the chance to work on projects that make a real difference to the safety, security, and sustainability of the UK’s National Defence and Security. But it’s not just about the work – at KBS Maritime, we believe in the value of our people. We have the ethos of a small business, which means we value and empower our team members to succeed.
KBS Maritime is committed to building a diverse workforce and fostering an inclusive workplace. We welcome applications from individuals of every social or cultural background, age, gender, ability, sexual orientation, and belief. We will make reasonable adjustments to the recruitment process to accommodate any disability. In the first instance, if you require this job advert in an alternative format, or require any assistance, please contact.
Deputy Helpdesk Manager in Portsmouth employer: KBS Maritime
KBS Maritime is an excellent employer, offering a supportive work culture that prioritises safety and compliance at the HM Naval Base in Portsmouth. With generous benefits such as 25 days of holiday and enhanced pension schemes, alongside robust career development opportunities, employees are empowered to grow and thrive in their roles while contributing to vital maritime operations.
StudySmarter Expert Advice🤫
We think this is how you could land Deputy Helpdesk Manager in Portsmouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at KBS Maritime. 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 KBS Maritime 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 Deputy Helpdesk Manager in Portsmouth
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 KBS Maritime:Your cover letter is your chance to shine! Tell us why you want to work at KBS Maritime 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 KBS Maritime!
How to prepare for a job interview at KBS Maritime
✨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.
