The position is a permanent position although may include FTC options. Mon‑Fri circa 40 hours per week.
Salary from 35‑45k depending on relevant experience. Although based from the Yorkshire office some UK travel may be require on occasion.
The purpose of the role is to manage the overall delivery of the Facilities, Maintenance and mobilisation service centre providing technical Helpdesk and Work Scheduling to the mobile FM business. The role will require a good sound understanding of hard service delivery and the reporting of data, trends and report generation. The role includes line management of the service team and respective data entry operatives. Based in the West Yorkshire area.
Key Accountabilities
* Work with extensive contract data in the generation of reports and statistic analysis
* Responsible for delivering Service Centre performance to agreed standards and targets, and within agreed headcount & costs budgets.
* Performs staff scheduling to ensure Help Desk coverage during normal business hours and on‑call support as required
* Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
* Invokes problem escalation procedures to coordinate recovery. Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
* Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the Department.
* Responsible for thought leadership and continuous improvement within the Service Centre
* Performance management of Service Controller Team Leader against agreed performance criteria and targets. Coaching and on‑going development of Team Leader to build capability within the Service Centre and support career development and succession planning.
* Work with Contract Managers, Operations Directors and managers of related departments to resolve issues and provide high levels of customer service.
* Work with Mobilisation Team to deliver high quality mobilisations of new contracts and establishing good relationships with new customers.
* Build relationships with key stakeholders (Operations Managers and where appropriate Contract Managers) to ensure they report satisfaction with the Support Services.
* Analyse performance of Helpdesk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Provide Service Centre development options in line with findings
Qualifications
* To have experience in the management of large account helpdesk / service teams in the delivery of job logging and planning to a Facilities / Maintenance contract.
* Excellent team building and man management skills
* Excellent data and excel experience and the generation of reports and the analysis of the data
* Experience of hard services technical contracts
* Experience of liaison with senior end user representatives, stakeholder and Account Director level staff
* Commercial awareness with a drive in excellent customer service
* An understanding of the nature of contracts and accounts
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