Helpdesk Team Manager

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.

• 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.

• Salary: up to ££31,930 depending on experience
• 4% bonus, subject to achievement of targets
• 25 days annual leave + Bank Holidays.
• Group personal pension scheme of matched contributions between 5% and 6%
• Life Assurance
• Funded Training Sponsorship Scheme
• Discounts, vouchers, and financial aid programs