Job Title: Helpdesk Supervisor Location: Glasgow (Head Office based) Contract Type: Permanent Working Hours: 37.5 Hours Per Week (5/7 days Flexibility is required to support the Helpdesk 24/7) Salary: £32,561.25 Total Salary Great Compant Benefits (detailed below) An exciting opportunity has emerged for an experienced Helpdesk Supervisor to join our company to work with one of our major UK supermarket clients. The Helpdesk Supervisor is overall responsible in managing the Helpdesk to ensure it meets and exceeds service levels (SLAs) required for all internal and external stakeholders. The role will be responsible to lead a team of Team Leaders. This includes all day-to-day aspects of the Helpdesk, delivering all SLAs through effective people management Key Responsibilities: People • Recruit, lead, coach and motivate a team of Team Leaders to deliver world class customer excellence and SLAs • Conduct monthly 121 with Helpdesk Team Leaders • Deliver effective coaching, engagement and development strategy for all levels and being ready for fit for growth • Develop and implement engagement action plans for your team, based on feedback from engagement surveys, listening groups and team meetings • Manage any underperformance within the team through our agreed processes. • Reward and recognise outstanding performance, using our agreed recognition tools • Ensure company policies and practises (e.g., discipline and grievance, absence management, performance management, etc.) are implemented consistently across your team • Ensure LTO is kept at SLA < 25% Performance • Achieve all customer Service Level Agreement levels • Ensure that quality standards target is achieved, provide feedback and SMART lead objectives • Achieve the City standard employee engagement target • Deliver quality standards, review trend analysis, and implement change to succeed • Deliver customer service levels agreements through delivering customer excellence Process • Ensure all Helpdesk processes are correct and rolled out across the Helpdesk in conjunction with the training & quality department • Identify training needs, develop, and deliver training materials to maximise potential and performance within the team • Implement Disaster Recovery Processes for all function of Helpdesk Other • To undertake any other reasonable duties and/or responsibilities as may be required. Financial Responsibilities: • Headcount achieved at budget • Labour turnover costs • Labour turnover – to keep and retain team members through engagement People Responsibilities: The role is responsible for managing the Helpdesk Team Leaders. The Helpdesk Supervisor is responsible for the direct management of the team which includes but not limited to: • Train, develop and appraise team leaders to ensure they lead and motivate their own teams. • Carry out reviews of any training requirements to ensure compliance across the estate • Ensure all direct reports are validated and delivering all aspects of their role Qualifications / Experience: Essential * Previous experience of planning staffing rotations, optimisation of staff based on call profile * Understanding of call quality models is essential * Working knowledge of Microsoft packages, ability to analysis & present data * Strong communication skills, both written and verbal required * Strong PC skills, able to effectively communicate in, both written and verbal * Ability to have excellent time management and work on own initiative * A working knowledge of the maintenance service within the FM industry is essential, with previous working knowledge of using CAFM system * Previous experience of leading a helpdesk team is essential * Previous experience of working within fast-moving customer service environment would be advantageous * Effective problem-solving and decision-making * Highly flexible and self-starting What We Offer: At City, we take pride in supporting our colleagues with a fantastic range of exciting benefits designed to enhance both their professional and personal lives. From exclusive perks to valuable rewards, we’re committed to ensuring our team feels valued, motivated, and empowered. Our benefits include: * 33 Days Holiday (Inc. Bank Holidays) * Private Pension * HealthShield Cashback Plan - Reclaim part of your dental/optical costs. * OneCity – Employee Discount Platform * Employee Value Awards up to the value of £250 * Access to Costco Personal Membership Subscription * Mental and Physical Health Services (Wisdom, Thrive, SkinVision) * Electric Car Scheme (Criteria Applies) * First Bus Commuter Club – Discounted Bus Travel