At a Glance
- Tasks: Lead a dynamic helpdesk team and ensure top-notch service delivery.
- Company: Join KBS Maritime, a diverse and inclusive workplace at HM Naval Base.
- Benefits: Enjoy competitive salary, 25 days holiday, and flexible parental benefits.
- Other info: Opportunities for professional development and a supportive work environment.
- Why this job: Make a real impact by improving customer satisfaction and team performance.
- Qualifications: Experience in managing service centres and strong communication skills required.
The predicted salary is between 40000 - 44000 £ per year.
The Service Centre Helpdesk Manager role sits within the Service Delivery function and is accountable for the leadership, performance and operational delivery of the Service Centre Helpdesk capability, including the management of a 24/7 helpdesk service. The role will line manage the Service Centre Helpdesk Operative team, providing clear direction, coaching and performance management, while acting as the primary escalation point for service issues and stakeholder engagement relating to helpdesk delivery.
Other responsibilities will include:
- Delivery of all contractual requirements relating to the Service Centre / Helpdesk capability.
- Direct line management of the Service Centre Operative team, including performance reviews, training, development and absence management.
- Managing a 24/7 helpdesk capability, including rota planning/cover, handovers, and out-of-hours escalation to ensure continuous service availability.
- Ensuring service requests are received, prioritised, scheduled and managed in line with contract definitions, SLAs and KPIs.
- Providing operational oversight of the CAFM system, ensuring work orders are accurately created, progressed, updated and closed.
- Acting as the point of escalation for complex service issues, customer complaints and operational risks.
- Managing customer communications and feedback for the Service Centre / Helpdesk, including proactive updates, capturing and analysing feedback, and driving actions to improve customer satisfaction.
- Reviewing and authorising extension requests, exceptions and non-standard activities in line with approved processes.
- Monitoring service performance, identifying trends, risks and opportunities for improvement.
- Producing, reviewing and presenting performance reports to internal stakeholders and the customer as required.
- Leading and delivering service improvement activities including process reviews, root-cause analysis, implementation of corrective actions, and measuring benefits.
- Driving continuous improvement, standardisation and error-proofing across service centre processes.
- Ensuring compliance with all governance, security and information management requirements.
What you will bring:
- Proven experience managing a service centre, helpdesk or customer service operation.
- Experience of line managing teams in a fast-paced service delivery environment.
- Strong understanding of contractual service delivery, SLAs and KPIs.
- Experience using CAFM or similar service management systems.
- Strong reporting, analytical and performance management capability.
- Proficiency in Microsoft Excel, Word and reporting tools.
- Excellent communication, problem-solving and decision-making skills.
About you:
- Ability to lead, motivate and develop a high-performing Service Centre team.
- Confident in ensuring all helpdesk activities meet contractual and customer expectations.
- Skilled at building strong working relationships with Team Leaders, operational managers and customers.
- Customer-focused while balancing operational priorities.
- Proactively identify and address performance or process issues.
- Capable of embedding a culture of accountability, collaboration and continuous improvement.
You’ll get:
- A competitive salary
- 25 days holiday plus bank holidays
- Holiday purchase scheme, following successful completion of probation period
- Early finish on a Friday
- 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
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.
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.
Service Centre Helpdesk Manager in Portsmouth employer: KBS Maritime
KBS Maritime is an exceptional employer located at HM Naval Base, Portsmouth, offering a dynamic work environment that prioritises employee growth and well-being. With a competitive salary, generous holiday allowance, and a range of benefits including enhanced pension schemes and professional development opportunities, we foster a culture of collaboration and continuous improvement. Join us to lead a high-performing team in delivering outstanding service while enjoying the unique advantages of working within a historic naval setting.
