Helpdesk Operations Manager

We are recruiting for an out of hours Helpdesk Operations Manager at our Redditch site.

Managing team performance, process improvement, providing leadership to improve and sustain our important out of hours emergency service and strategic decisions.

Team covers 7 PM to 7 AM - 7 days a week, 365 days a year hence flexibility is required., * Accountable for the operational management of the out of hours Helpdesk Teams, ensuring a high profile in the running of the customer services we provide including managing a rota based helpdesk team.

• Creation, implementation and management of out of hours processes across all the clients.

• Create, generate and manage reporting.

• Responsible for the delivery of company KPIs allocated to the Helpdesk Teams, in addition to providing support to other KPI owners for achievement of theirs.

• Effective management of resources to maximise customer availability & minimise customer impact.

• Taking the lead and being a role model for your direct reports and the wider team, managing in line with company policies, procedures, and in particular - Values & Behaviours.

• Identifying talent, supporting development and ensuring management of colleagues with opportunities for improvement are completed in a timely manner.

• Developing long-term relationships with both internal & external customers, enabling regular reviews of the customer services being provided.

• Work closely with our main internal stakeholders to minimise duplication of effort and improve effective use of resources, thereby enhancing the customer's experience

• Actively contributing to supplier management on a regular basis, including participation at review meetings and report running.

• Ability to work with multiple stakeholders with differing KPI's/SLA's and challenges.

• Driving a culture of continuous improvement by identifying & implementing enhancements to current ways of working.

• Communicate the organisation's vision to employees helping teams to meet objectives.

• Set clear goals and deadlines for employees, delegating tasks and motivating teams to achieve specific objectives.

• Experience of managing a team within a call centre/customer services centre environment
• Demonstrable evidence of influencing positive change within a call centre/customer services centre environment
• Proven experience in a professional customer services environment

Knowledge

• Knowledge of FM operations is preferable include a good knowledge of CAFM, web-based software, IT best practices, industry trends and customer service including report generating.
• Understanding and experience of the retail industry desirable

Skills Competence

• Excellent verbal communication skills and good telephone manner
• Accuracy & Precision in all written communication
• IT literate with extensive experience of MS Office applications i.e. Word, excel and power point, Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

• Salary: upto £42,794 per annum
• Up to 10% bonus scheme, subject to achievement of targets.
• Group personal pension scheme of matched contributions between 5% and 6%.
• 25 Days Annual Leave + Bank Holidays.
• Life Assurance
• Access to state-of-the-art training academy
• Funded Training Sponsorship Scheme
• Refer a Friend reward scheme
• Cycle to Work Scheme
• Health Cash Plan
• Up to 10% off B&Q/ Trade Point
• 20% off Nuffield Fitness and Wellbeing Centres