The role of a UKSV Helpdesk Manager will require collaborative working within UKSV and across the vetting enterprise. You will be the initial point of contact and the voice for UKSV, you will be responsible for assisting our customers and applicants with their vetting queries over a variety of different channels and be our first point of contact for any customer complex queries and 1st tier complaints. As a Helpdesk Manager, the key requirements of your role will include: Managing the day to day work ensuring all Service Level Agreements (SLAs) are met. Ensuring early identification of trends and supporting cross departmental initiatives to drive improvements, efficiency and reduce complaints. Supporting the SEO and G7 Assistant Head of Delivery Workflow with the design and delivery of a modern customer communication hub, ensuring all contact channel options are explored. Creating a culture and processes which achieve the business goals and objectives with regards to customer service and the customer journey. Building internal and external stakeholder relationships and maintaining effective communication across the business to encourage best practice sharing. Providing line management support to the operational teams including: People Performance Management processes e.g. monthly, bi-annual and annual appraisals, absence management, identifying training requirements and workforce planning. Proud member of the Disability Confident employer scheme Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .