Deputy Helpdesk Manager

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., * 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.

• 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

Pulled from the full job description Employee discount Free parking Company pension Cycle to work scheme On-site parking, * 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

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.