Why Join Us
We are recruiting for an out of hours Helpdesk Operations Manager at our Redditch site.
Managing team performance, process improvement, providing leadership to improve and sustain our important out of hours emergency service and strategic decisions.
Team covers 7 PM to 7 AM - 7 days a week, 365 days a year hence flexibility is required.
What You'll Be Doing
ACCOUNTABILITIES
1. Accountable for the operational management of the out of hours Helpdesk Teams, ensuring a high profile in the running of the customer services we provide including managing a rota based helpdesk team.
2. Creation, implementation and management of out of hours processes across all the clients.
3. Create, generate and manage reporting.
4. Responsible for the delivery of company KPIs allocated to the Helpdesk Teams, in addition to providing support to other KPI owners for achievement of theirs.
5. Effective management of resources to maximise customer availability & minimise customer impact.
6. Taking the lead and being a role model for your direct reports and the wider team, managing in line with company policies, procedures, and in particular – Values & Behaviours.
7. Identifying talent, supporting development and ensuring management of colleagues with opportunities for improvement are completed in a timely manner.
8. Developing long-term relationships with both internal & external customers, enabling regular reviews of the customer services being provided.
9. Work closely with our main internal stakeholders to minimise duplication of effort and improve effective use of resources, thereby enhancing the customer’s experience
10. Actively contributing to supplier management on a regular basis, including participation at review meetings and report running.
11. Ability to work with multiple stakeholders with differing KPI’s/SLA’s and challenges.
12. Driving a culture of continuous improvement by identifying & implementing enhancements to current ways of working.
13. Communicate the organisation’s vision to employees helping teams to meet objectives.
14. Set clear goals and deadlines for employees, delegating tasks and motivating teams to achieve specific objectives.
What We're Looking For
Experience
15. Experience of managing a team within a call centre/customer services centre environment
16. Demonstrable evidence of influencing positive change within a call centre/customer services centre environment
17. Proven experience in a professional customer services environment
Knowledge
18. Knowledge of FM operations is preferable include a good knowledge of CAFM, web-based software, IT best practices, industry trends and customer service including report generating.
19. Understanding and experience of the retail industry desirable
Skills Competence
20. Excellent verbal communication skills and good telephone manner
21. Accuracy & Precision in all written communication
22. IT literate with extensive experience of MS Office applications i.e. Word, excel and power point
When you join us you will receive:
23. Salary: upto £42,794 per annum
24. Up to 10% bonus scheme, subject to achievement of targets.
25. Group personal pension scheme of matched contributions between 5% and 6%.
26. 25 Days Annual Leave + Bank Holidays.
27. Life Assurance
28. Access to state-of-the-art training academy
29. Funded Training Sponsorship Scheme
30. Refer a Friend reward scheme
31. Cycle to Work Scheme
32. Health Cash Plan
33. Up to 10% off B&Q/ Trade Point
34. 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
2025-8029
ACCOUNTABILITIES
35. Accountable for the operational management of the out of hours Helpdesk Teams, ensuring a high profile in the running of the customer services we provide including managing a rota based helpdesk team.
36. Creation, implementation and management of out of hours processes across all the clients.
37. Create, generate and manage reporting.
38. Responsible for the delivery of company KPIs allocated to the Helpdesk Teams, in addition to providing support to other KPI owners for achievement of theirs.
39. Effective management of resources to maximise customer availability & minimise customer impact.
40. Taking the lead and being a role model for your direct reports and the wider team, managing in line with company policies, procedures, and in particular – Values & Behaviours.
41. Identifying talent, supporting development and ensuring management of colleagues with opportunities for improvement are completed in a timely manner.
42. Developing long-term relationships with both internal & external customers, enabling regular reviews of the customer services being provided.
43. Work closely with our main internal stakeholders to minimise duplication of effort and improve effective use of resources, thereby enhancing the customer’s experience
44. Actively contributing to supplier management on a regular basis, including participation at review meetings and report running.
45. Ability to work with multiple stakeholders with differing KPI’s/SLA’s and challenges.
46. Driving a culture of continuous improvement by identifying & implementing enhancements to current ways of working.
47. Communicate the organisation’s vision to employees helping teams to meet objectives.
48. Set clear goals and deadlines for employees, delegating tasks and motivating teams to achieve specific objectives.
Experience
49. Experience of managing a team within a call centre/customer services centre environment
50. Demonstrable evidence of influencing positive change within a call centre/customer services centre environment
51. Proven experience in a professional customer services environment
Knowledge
52. Knowledge of FM operations is preferable include a good knowledge of CAFM, web-based software, IT best practices, industry trends and customer service including report generating.
53. Understanding and experience of the retail industry desirable
Skills Competence
54. Excellent verbal communication skills and good telephone manner
55. Accuracy & Precision in all written communication
56. IT literate with extensive experience of MS Office applications i.e. Word, excel and power point
When you join us you will receive:
57. Salary: upto £42,794 per annum
58. Up to 10% bonus scheme, subject to achievement of targets.
59. Group personal pension scheme of matched contributions between 5% and 6%.
60. 25 Days Annual Leave + Bank Holidays.
61. Life Assurance
62. Access to state-of-the-art training academy
63. Funded Training Sponsorship Scheme
64. Refer a Friend reward scheme
65. Cycle to Work Scheme
66. Health Cash Plan
67. Up to 10% off B&Q/ Trade Point
68. 20% off Nuffield Fitness and Wellbeing Centres
Don’t miss out on this great opportunity, apply today by clicking on the ‘apply’ button.