* 40 hours per week
* Monday - Friday
* up to £28,500.00per annum
* Sodexo rewards and benefits
Job Introduction
We are currently looking for a Helpdesk Supervisor to join our team at Merville Barracks, Circular Rd South, Colchester, CO2 7UT. This is a key supervisory role, ideal for someone who thrives in a fast-paced, customer-focused environment and enjoys leading teams to deliver service excellence.
As Helpdesk Supervisor, you will be responsible for the day-to-day management and performance of the site helpdesk administration team. You'll ensure contractual service levels, KPIs and customer expectations are consistently met, while acting as a key point of contact for stakeholders, contractors and internal teams.
You will also support and deputise for the Helpdesk & Compliance Manager, playing an active role in operational management, reporting, compliance and continuous improvement.
Whatyou'll do:
* Supervise the helpdesk administration team to ensure SLA, KPI and contractual standards are achieved and maintained
* Act as a customer interface for fault reporting, service requests and complaints, liaising with contractors and stakeholders
* Manage day-to-day team performance including call monitoring, 1-2-1s, objective setting, absence management and forward planning
* Use analytical data and call handling statistics to monitor performance and drive KPI delivery
* Identify, source and deliver training to support service excellence and team development
* Co-ordinate reactive task dispatch to engineers and subcontractors based on priority and skill set
* Monitor service requests, investigate delays and manage extension requests where required
* Take ownership of the complaints process, ensuring root cause analysis and lessons learned are captured
* Produce operational and performance reports, including SLA and MIS reporting (Schedule 11 deliverables)
* Maintain CAFM systems, customer surveys, correspondence, records and documentation
* Act as a point of escalation for the team and proactively identify solutions to improve performance
* Build and maintain strong working relationships with internal and external stakeholders
* Provide cover for the Contract Administration and Security Manager when required
* Lead and attend team meetings, encouraging engagement, contribution and idea sharing
* Ensure compliance with health, safety, hygiene, PPE and uniform standards
* Report near misses, accidents and faulty equipment
* Undertake any other reasonable duties as directed by management
What you bring:
* Previous experience managing a team in a fast-paced, customer-focused environment
* Strong IT skills, including Microsoft Outlook, Word, Excel and PowerPoint
* Excellent verbal and written communication skills
* Ability to work on own initiative and as part of a wider team
* High attention to detail and adherence to standards
* Experience managing teams and multiple stakeholders against tight deadlines
* Proven ability to use analytics and performance data to drive results
Desirable
* Experience working within a military environment
* Experience in an engineering, facilities or coordination role
* Demonstrated leadership skills and knowledge
* Health & Safety and/or Food Safety knowledge or qualifications
What we offer:
Workingwith Sodexo is more than a job; it's a chance to be part of somethinggreater. You'll belong in a company and team that values youfor you; you'll act with purpose and have an impact through your everydayactions; and you'll be able to thrive in your own way. In addition, we offer:
* Mental health & wellbeing support
* Employee Assistance Programme for personal, legal, and financial advice
* 24/7 virtual GP & lifestyle rewards
* Discounts for you & family
* Financial tools & retirement plan
* Cycle to Work & Paid volunteering day
Ready to be part ofsomething greater? Apply today
Sodexo reserves the right to close this advert early if we are in receipt of a high number of applications