Why Join Us
Due to continued growth, we are recruiting for a Helpdesk Operations Manager at our Redditch site.
Managing team performance, process management, providing leadership to improve important policy and strategic decisions, continuous improvement.
What You'll Be Doing
ACCOUNTABILITIES
* Accountable for the operational management of the Helpdesk Teams, ensuring a high profile in the day- to-day running of the customer services we provide including managing a rota based helpdesk team.
* Creation, implementation and management of processes across the contract.
* Create, generate and manage reporting for the contract.
* 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.
What We're Looking For
Experience
* 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
When you join us you will receive:
* Salary: £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
Don’t miss out on this great opportunity, apply today by clicking on the‘apply’button.
Requisition ID
2025-7267 #J-18808-Ljbffr