Why Join Us
We’re looking for a confident, driven, and influential Helpdesk Manager to lead our Secure Helpdesk team, supporting the delivery of services across Auto Doors, Shutters, Gates and Barriers.
In this pivotal role, you’ll be responsible for the overall performance, efficiency, and development of the Secure Helpdesk—ensuring exceptional customer service, operational excellence, and a culture of continuous improvement. You’ll work closely with field teams, internal stakeholders, suppliers, and clients with varying SLAs and KPIs, driving high standards and enabling successful service delivery.
If you’re an experienced leader from a helpdesk, call centre, or customer service environment—particularly within FM or a similar technical sector—this is a fantastic opportunity to make a real impact.
What You'll Be Doing
Leadership & Team Management
1. Provide day‑to‑day operational management of the Secure Helpdesk, ensuring a high-quality customer experience.
2. Lead by example through strong values, behaviour, and professionalism.
3. Identify talent, support development, and manage performance with clarity and fairness.
4. Create a positive, motivated environment that drives productivity and teamwork.
5. Set clear goals, delegate effectively, and measure team success.
Operational Excellence
6. Own and deliver all Helpdesk‑related KPIs, including supporting other KPI owners where required.
7. Run KPI reporting, analyse data, and work with leadership to drive improvement plans.
8. Collaborate closely with field teams to improve First Time Fix performance.
9. Effectively manage resources to maximise customer availability and minimise disruption.
10. Play an operational role in new client mobilisations.
11. Drive continuous improvement by identifying and implementing better ways of working.
Stakeholder & Customer Engagement
12. Build lasting relationships with internal and external customers.
13. Work with internal departments to minimise duplication, streamline processes, and enhance service delivery.
14. Contribute to supplier management activities and support varied client needs, SLAs and challenges.
15. Prepare for customer-impacting events and lead inspiring team activities.
General & HR Responsibilities
16. Ensure compliance with all policies and procedures.
17. Support HR processes in line with Arcus standards.
18. Participate in on‑call rota (approx. 1 in 4, increasing to 1 in 6 as the team grows).
19. Be flexible to travel to other offices or client sites when required.
What We're Looking For
Essential
20. Experience managing teams within a call centre, helpdesk/planning, or customer service environment.
21. Knowledge of delivering operational customer service with a field technical/engineering team.
22. Understanding of CAFM systems, web‑based software, and IT processes.
23. Excellent communication skills—both written and verbal.
24. Highly organised, accurate, and able to deliver under pressure and tight deadlines.
25. Skilled in MS Office applications (Word, Excel, PowerPoint).
26. Demonstrated ability to influence positive change.
27. Exceptional attendance and reliability.
Desirable
28. Experience in the retail industry.
29. Knowledge of FM support services, contracting and performance measurement.
Values & Behaviours
We’re looking for someone who is:
Driven, Confident, Decisive, Innovative, Influential, Commercially Aware, Proactive, Approachable, Patient, an Active Listener, and a strong natural coach.
Other Requirements
30. Willingness to work weekends on a rota basis if required.
31. Flexible approach to working hours and travel.
Why Join Us?
You’ll join a supportive, forward‑thinking team where your ideas, leadership, and passion for service excellence will make a genuine difference. This is an opportunity to shape a high‑performing helpdesk operation and contribute to the ongoing success of our Secure division.
When you join us you will receive:
32. Salary: up to £42,794 per annum
33. Up to 10% bonus scheme, subject to achievement of targets.
34. Group personal pension scheme of matched contributions between 5% and 6%.
35. 25 Days Annual Leave + Bank Holidays.
36. Life Assurance
37. Access to state-of-the-art training academy
38. Funded Training Sponsorship Scheme
39. Refer a Friend reward scheme
40. Cycle to Work Scheme
41. Health Cash Plan
42. Up to 10% off B&Q/ Trade Point
43. 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
2026-8566
Leadership & Team Management
44. Provide day‑to‑day operational management of the Secure Helpdesk, ensuring a high-quality customer experience.
45. Lead by example through strong values, behaviour, and professionalism.
46. Identify talent, support development, and manage performance with clarity and fairness.
47. Create a positive, motivated environment that drives productivity and teamwork.
48. Set clear goals, delegate effectively, and measure team success.
Operational Excellence
49. Own and deliver all Helpdesk‑related KPIs, including supporting other KPI owners where required.
50. Run KPI reporting, analyse data, and work with leadership to drive improvement plans.
51. Collaborate closely with field teams to improve First Time Fix performance.
52. Effectively manage resources to maximise customer availability and minimise disruption.
53. Play an operational role in new client mobilisations.
54. Drive continuous improvement by identifying and implementing better ways of working.
Stakeholder & Customer Engagement
55. Build lasting relationships with internal and external customers.
56. Work with internal departments to minimise duplication, streamline processes, and enhance service delivery.
57. Contribute to supplier management activities and support varied client needs, SLAs and challenges.
58. Prepare for customer-impacting events and lead inspiring team activities.
General & HR Responsibilities
59. Ensure compliance with all policies and procedures.
60. Support HR processes in line with Arcus standards.
61. Participate in on‑call rota (approx. 1 in 4, increasing to 1 in 6 as the team grows).
62. Be flexible to travel to other offices or client sites when required.
Essential
63. Experience managing teams within a call centre, helpdesk/planning, or customer service environment.
64. Knowledge of delivering operational customer service with a field technical/engineering team.
65. Understanding of CAFM systems, web‑based software, and IT processes.
66. Excellent communication skills—both written and verbal.
67. Highly organised, accurate, and able to deliver under pressure and tight deadlines.
68. Skilled in MS Office applications (Word, Excel, PowerPoint).
69. Demonstrated ability to influence positive change.
70. Exceptional attendance and reliability.
Desirable
71. Experience in the retail industry.
72. Knowledge of FM support services, contracting and performance measurement.
Values & Behaviours
We’re looking for someone who is:
Driven, Confident, Decisive, Innovative, Influential, Commercially Aware, Proactive, Approachable, Patient, an Active Listener, and a strong natural coach.
Other Requirements
73. Willingness to work weekends on a rota basis if required.
74. Flexible approach to working hours and travel.
Why Join Us?
You’ll join a supportive, forward‑thinking team where your ideas, leadership, and passion for service excellence will make a genuine difference. This is an opportunity to shape a high‑performing helpdesk operation and contribute to the ongoing success of our Secure division.
When you join us you will receive:
75. Salary: up to £42,794 per annum
76. Up to 10% bonus scheme, subject to achievement of targets.
77. Group personal pension scheme of matched contributions between 5% and 6%.
78. 25 Days Annual Leave + Bank Holidays.
79. Life Assurance
80. Access to state-of-the-art training academy
81. Funded Training Sponsorship Scheme
82. Refer a Friend reward scheme
83. Cycle to Work Scheme
84. Health Cash Plan
85. Up to 10% off B&Q/ Trade Point
86. 20% off Nuffield Fitness and Wellbeing Centres
Don’t miss out on this great opportunity, apply today by clicking on the ‘apply’ button.