Overview
Join to apply for the Helpdesk Team Leader role at Amey. This is a permanent role based in Central London on the MoD contract. Hours: 36.25 per week, on a rota between 08:00 and 18:00, Monday to Friday.
Join our vibrant, inclusive MoD contract team and oversee the Helpdesk operation to ensure excellent service delivery. The Team Leader is a crucial point of contact for the MoD to report building issues or to book meeting rooms, and to supervise the Helpdesk service in accordance with the Facilities Management Agreement to deliver the required service levels.
What You Will Do
* Manage the Helpdesk call logging system and ensure it is fit for purpose.
* Oversee maintenance and troubleshooting of call-out requirements.
* Liaise with the Helpdesk Manager to ensure practical and efficient use of in-house resources.
* Ensure excellent levels of customer service and service delivery are maintained or exceeded.
* Record and notify senior management of any unavailability triggers.
* Ensure all KPIs and SLAs are met.
* Ensure compliance with health, safety, environment, emergency and security policies and procedures.
* Ensure an adequate number of Helpdesk staff are available to meet output specification; escalate resource issues to the Helpdesk Manager.
* Assist the Helpdesk Manager in maintaining quality standards, identifying shortfalls and implementing solutions.
* Contribute to identifying risks and opportunities within the Helpdesk.
* Accept flexibility on working hours.
* Cover for sickness or holidays to maintain customer service levels.
* Encourage collaborative working with clients, customers and stakeholders.
What You Will Bring
* Experience in customer services within a high-profile environment.
* Excellent customer service skills and a professional appearance.
* Experience of CAFM software.
* Ability to use and monitor the ACD telephone system efficiently.
* In-depth knowledge of performance monitoring systems.
* Team player with the ability to work on own initiative.
* Flexible attitude to a changing environment.
* Ability to work in a team and communicate at all levels.
* Friendly and tactful personality; able to handle difficult situations and remain calm under pressure.
* Leadership qualities and strong problem solving skills.
* Good timekeeping.
The successful candidate needs to obtain Security Clearance. To obtain clearance you must be a UK permanent resident for the last 5 years.
We welcome applications from a diverse range of candidates.
Why join Amey?
At Amey, we work on long-term stable contracts so you can plan a long-term career with us. We have been awarded Platinum status by Investors in People, which underscores our commitment to supporting our people across every part of our organisation.
Our benefits
* Remuneration - competitive annual salary with potential for yearly reviews.
* Career Growth - opportunities for advancement.
* Training Opportunities - comprehensive training, including fully funded leadership programs.
* Holidays - at least 24 days of holiday plus bank holidays, with the option to buy extra days.
* Pension - generous pension scheme with employer contributions.
* Flexible benefits – customise your benefits (insurance, Cycle2Work, discounted gym membership).
* Exclusive Discounts - access to discounts from leading retailers and services.
* Social impact days - two days each year for volunteering and fundraising.
* Family-friendly policies for new parents or carers.
* Membership of our Affinity Networks supporting diverse communities within Amey.
About Amey
We are a leading provider of full life-cycle engineering, operations, and decarbonisation solutions for transport infrastructure and complex facilities. Our purpose is to deliver sustainable infrastructure solutions that enhance life and protect our shared future. Our teams across the UK and internationally do important work shaping environments that impact generations to come.
To find out more, visit our website at amey.co.uk/careers.
Application Guidance and Diversity & Inclusion
Amey is committed to evolving how we work to reflect the needs and backgrounds of our employees. We welcome applications from all suitably qualified candidates, regardless of race, gender, disability, religion/belief, sexual orientation, or age. We guarantee an interview for applicants with a disability who meet the minimum requirements for the role (Disability Confident). Please contact our recruitment team at peopleservices@amey.co.uk to discuss any access needs, reasonable adjustments or additional support that you may require during the recruitment process.
Apply today. We may close this vacancy early if we receive sufficient applications.
Inspiring Impact Together.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Civil Engineering
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