> Markdown version of [/jobs/ext/1163043-helpdesk-team-manager](https://www.wearedevelopers.com/jobs/ext/1163043-helpdesk-team-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Team Manager - **Company:** Arcus FM - **Location:** Cirencester, UK - **Salary:** £36,050.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Office, Web Applications - **Published:** July 3, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=a996b20a5b469e0c ## About the Role * A minimum of 5 GCSEs at grade C/4 or above, including English and Maths. * Strong understanding of FM and support services contracts, including performance measurement and monitoring. * Knowledge of FM operations, including web-based systems, IT best practices, industry trends, and customer service principles. * Experience supervising teams within a call centre or customer service environment. * Proven experience working in a professional customer services setting. * Demonstrable evidence of influencing positive change within a call centre or customer service environment. Desirable * Understanding and experience of the retail industry. Skills & Competencies * Excellent verbal communication skills with a confident and professional telephone manner. * High levels of accuracy and precision in written communication. * IT literate, with experience using MS Office, particularly Word and Excel. * Strong administration and time management skills. * Ability to manage, motivate, and develop staff, including through periods of change. * Ability to delegate effectively, work under pressure, and meet tight deadlines. * Strong leadership skills, with the ability to inspire, motivate, and influence positive change. * Effective process and performance management capabilities. * Strong problem-solving and analytical skills to support sound decision-making. * Excellent relationship management skills, with a collaborative and team-focused approach. VALUES & BEHAVIOURS * Driven, confident, and commercially aware, with a proactive, professional, and approachable 'can-do' attitude. ## Description We are now seeking for a Team Manager to join us on a permanent basis at our Cirencester site. Leading a team of colleagues to provide front line support for our customer. Managing individual performance and being part of a wider management team. * Supervise and manage the effective receipt, processing, and scheduling of both reactive and planned maintenance work orders. * Act as an escalation point, reporting to the Operations Manager and deputising when required. * Lead weekly team huddles and provide feedback to the Management Team on actions and outcomes. * Work with Senior Management to ensure effective handovers between shifts, delivering a consistent and seamless service. * Contribute to the development and implementation of robust departmental processes to maintain a high-quality service for internal and external customers. * Support Heads of Department in identifying areas for improvement and preparing performance reports as required. * Collaborate with Team Managers to ensure operatives are appropriately trained, coached, and supported to achieve agreed objectives and personal goals. * Provide support for ad hoc activities and seasonal projects as required. * Build and maintain strong relationships with field teams and key contacts within FM service providers to support the closure of outstanding actions. * Deliver accurate, concise daily reporting on work order resolution in line with agreed KPIs. * Promote and ensure behaviours across the team align with Arcus Values. * Manage people and performance to ensure customer availability, including rota management, annual leave, absence, and overtime in line with company policies. * Conduct regular one-to-one meetings and performance reviews with direct reports. * Celebrate success by recognising strengths and sharing best practice across the team. ## Related Videos - [Decode Your People: Using PCM to Build High-Performance Teams](https://www.wearedevelopers.com/videos/100194-decode-your-people-using-pcm-to-build-high-performance-teams) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [CountrPT: Startup Product Presentation](https://www.wearedevelopers.com/videos/1161-countrpt-startup-product-presentation) - [From Syntax to Singularity: AI’s Impact on Developer Roles](https://www.wearedevelopers.com/videos/900-from-syntax-to-singularity-ai-s-impact-on-developer-roles) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Starter Kit For Job Applications For Developers](https://www.wearedevelopers.com/magazine/7-starter-kit-for-job-applications-for-developers) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [How to Respond to the “Why Do You Deserve a Promotion?” Question](https://www.wearedevelopers.com/magazine/416-how-to-respond-to-the-why-do-you-deserve-a-promotion-question)