Job Overview
Switchboard/Helpdesk Coordinator role at Mitie Cleaning & Hygiene Services. Manage staffing, line manage department staff, maintain telephony systems (Netcall, operator directory), oversee telephone switch and bleep control, provide site-wide communication support, ensure training and appraisals, handle staffing coverage, produce monthly performance reports, and support other FM resources.
Main Duties
* Line manage Switchboard/Helpdesk staff.
* Ensure all new starters receive suitable training; maintain training records and arrange refresher training.
* Carry out staff appraisals in line with company policies.
* Ensure day‑to‑day staffing needs are met; authorise/monitor annual leave requests.
* Collate monthly SPAM data and prepare client reports.
* Produce monthly performance reports for senior managers.
* Manage bleep issues, changes and report faults on behalf of the client’s Medical Engineering department.
* Lead point of contact for site‑wide communication systems for all FM resources, radios, bleeps and mobiles.
* Action and repair faults on telephone switch; manage extension changes and moves.
* Quote, action and recharge telephony related minor works requests.
* Keep site telephone directory up‑to‑date; update automated system directory.
* Update all department forms following QMS protocols; review procedures as necessary.
* Assist line manager in requests for changes to the Sateon door control system.
* Submit CCTV evidence requests per site policy.
* Log staff sickness and conduct back‑to‑work interviews.
* Update Workplace Plus attendance system daily.
* Remain up‑to‑date with all company policies.
What we are looking for
* Call centre and/or customer service background.
* Excellent communication skills, both verbal and written.
* Experience in managing telephony and communication systems desirable.
Benefits
Our market‑leading offer includes flexible lifestyle benefits, virtual GP, salary finance, holiday top‑ups, critical illness insurance, dental coverage, technology products, high‑street discounts, cycle‑to‑work, life cover, pension and share plan. Mitie Stars recognition and cash prizes.
Diversity & Inclusion
We are committed to an inclusive recruitment process. If you have a disability or long‑term condition and need adjustments, please let us know by emailing Ashish Gautam at ashish.gautam@mitie.com.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Information Technology; Facilities Services
Location
Bolton, Cumbria, England, United Kingdom
#J-18808-Ljbffr