Helpdesk Supervisor
Helpdesk Supervisor
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Job Description
JOB PURPOSE
To effectively manage Helpdesk Team Leaders & support them in management of teams & KPIs. To deliver management information in a timely & effective way. Quality & Planning Helpdesk resources/recruitment to ensure consistency of delivery & service. To deputise & support for Contact Centre Manager. Liaise with City & Asda Senior Management to ensure adherence to Process and Policy. Configurations to provide Access for Mercury & Epoch for all City Employees including field.
MAIN DUTIES
Attendance Management including Welfare Visits Return to Work interviews for all Helpdesk colleagues
Carry out disciplinary investigation and conduct meetings.
Management of holiday requests and planned absence to ensure that helpdesk has adequate cover in place over all shifts 24/7
Support & coach Team Leaders
Carry our Team Leader monthly 11s and assess their 121 meetings with their teams
Yearly Appraisals for Team Leaders
Colleague performance management Support on performance management performance improvement planning disciplinary investigation and conduct meetings.
Management information reports for Field and Customer City & senior management teams.
24 hours a day OOH cover across all shifts via a 1 week in 2 oncall rota. High level of responsibility during the rota
Ensure colleagues are accessing Evolve on a regular basis to receive updates
Recruitment of new colleagues process from Advertising position Reviewing CVs. Selection of candidates Arranging of 11 interviews. Once selection is made liaise with Helpdesk trainer and arrange inductions.
Planning Resources for Severe Weather
Collate Monthly Overtime for HD
Succession Planning Fit for Growth
KPIs/KRAs: 18 seconds to answer / 30 mins to pass / 95 Performance House score
Champion customer service motivate teams to encourage positive attitude
Support team by logging jobs and incidents
Strong knowledge of Right To Work and GDPR guidelines
Main point of enquiry / contact for City FM
Represent Helpdesk at internal and field meetings
Process management: creation and updating ensuring all colleagues understand and are following changes
Support / Deputise for Contact Centre Manager
To communicate fluently and confidently without supervision creating an atmosphere of cooperation with both Customer and Colleagues.
Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team.
To represent the Company in a professional and competent manner at all times and develop strong working relationships with City and Asda Colleagues.
To visibly demonstrate enthusiasm and positive behaviour.
Comply with any other reasonable request or instruction from other Department/CFM Line Manager
Recruit Portal Liaising with Recruiting Agencies
FTE Management
Flexible Working Requests
SPECIAL FEATURES
High degree of flexibility with regards to working hours
KEY PERFORMANCE INDICATORS
Timeliness and accuracy of written and verbal reports
Utilisation and development of the Helpdesk Team
Effectiveness of communications within the Helpdesk
ESSENTIAL KNOWLEDGE
Working knowledge of the Helpdesk
Familiarity with the Asda Contract
DESIRABLE KNOWLEDGE
Familiarity with assessment and disciplinary procedures
ESSENTIAL SKILLS
Ability to manage a team of Call Centre Operators and Team Leaders
Ability to extract collate and present performance data relevant to the business
Ability to motivate self and Helpdesk team in order to drive the business
DESIRABLE SKILLS
PC Literate in Excel Word Powerpoint
Previous experience of delivering presentations to Management
DEMONSTRATED BEHAVIOURS
Customer focused
Able to motivate self and others
Flexible approach to working hours
Effective communication skills both written and verbal
Team member skills
SPECIALIST REQUIREMENTS
Confident liaising at Area and Divisional level
Experience in developing strong working relationships with Colleagues
The Company
In 1985 husband and wife Willie and Susan Haughey established City Refrigeration Holdings. The pair set out with one goal to make a positive change in the facilities management industry.
The Haugheys founded their enterprise on the values of collaboration and transparency replacing client/contractor relationships with longterm mutually beneficial partnerships. Each partner receives a unique strategy shaped bythe needs of the business and implemented by a bespoke selfdelivered model.
It is this focus that has allowed the City Group to grow from its humble beginnings into one of the worlds most trusted facilities management companies. The business now employs over 12000 people and has established divisions across Europe Australia North America and Asia. It has also diversified the services it offers to include maintenance and engineering technical procurement and support cleaning and ancillary services across retail residential and commercial markets.
Now more than three decades into its story City remains rooted in the core values established by the now Lord and Lady Haughey and remains passionate about sharing its unparalleled professionalism quality customer service and value with partners around the globe.
About City
Our Benefits
Documents
Required Experience:
Manager
Employment Type
Full-Time
