helpdesk manager in stockport

21 May 2018
francis webb, randstad business support
job type
£ 30,000 - £ 45,000 per year
apply now

stockport, north west
customer services
sub specialism
Call Centre
job type
working hours
£ 30,000 - £ 45,000 per year
reference number
francis webb, randstad business support
apply now

job description

Key responsibilities

* Provide effective leadership and day to day management of the FM Helpdesk, whilst spreading a customer-focused service culture throughout the team and wider organisation. With a "right first time" ethos towards all the services provided; logging, allocating and managing reactive service requests and offline admin functions that support our Operation teams
* Ensure the Helpdesk delivers a superior level of customer service
* Delivery of key Helpdesk metrics and service levels
* Responsible for the day to day operation of the FM Helpdesk and provide support and direction to Helpdesk Team Leaders
* Manage shift patterns and ensure adequate staffing levels at all times, working closely with the Head of Operational Support Services to recruit to roles as necessary
* Contribute to the establishment and maintenance of meaningful metrics and KPIs in order to measure and improve the FM helpdesk service we provide to our customers and ensure that agreed helpdesk processes are followed
* Provide effective line management to helpdesk Team Leaders, setting performance objectives and carrying out regular review meetings in order to ensure helpdesk targets are met
* Coach, develop and motivate individuals within the team, ensuring appropriate training and development plans are in place
* Role model and reinforce excellent behaviours including developing a culture of collaboration and accountability
* Handle escalations from customers, internal or external delivery teams, and ensure that appropriate coordination is in place to deal with emergencies and high priority incidents
* Oversee quality control processes on inbound and outbound customer interactions, as well as the accuracy of logging, categorisation and allocation of jobs
* Identify new opportunities for service and process improvements, make recommendations for enhancements and manage implementation and communication of changes
* Working with the Performance Analyst, provide regular reporting to other members of the Customer Service function and wider NHSPS management team to support trend analysis, performance management and operational improvement
* Demonstrate an excellent working knowledge and operation of CAFM systems and services and any other internal systems, e.g. telephony, and how they influence and support workflow management and job allocation to mobile and static operational colleagues
* Build and maintain strong peer to peer and peer to executive relationships both internally and externally, either independently or through their team
* Act with autonomy, authority and good judgement in the management of the Helpdesk, while collaborating effectively with Operations to seek out, share and implement best practice
* Support delivery of Health and Safety and Compliance policy and standards
* Flexible approach to working hours to cover 8am to 6pm working day through a shift system with other members of the team
* Responsible for on call escalations from team leaders, operating 24/7/365
* Ensure the Helpdesk operation is working as efficiently and cost effectively as possible within an agreed budget and on a 24x7 basis
* Maintain a full understanding of NHS PS strategy to ensure alignment of helpdesk objectives to organisational strategy in order to deliver a consistent and quality service to the customer
* Undertake additional tasks as required by the Head of Operational Support Services
* Overall responsibility for Team management structure
* Manage sickness, absence and disciplinary issues.
* Production of Periodic and Ad-hoc Management Information reports for Performance Measurement and Service Improvement Purposes.
* Take a proactive approach to work with Regional Teams and colleagues to continuously improve Service Delivery and Professionalism.
* To liaise with BI Team and DBA to maintain database integrity and disaster recovery plans.
* Assist in the co-ordinated response to emergencies and escalated incidents in a proficient, timely and professional manner
* Oversee effective use of telephony call routing within the Helpdesk
* Identifies and implements processes to improve Helpdesk quality, efficiency and customer satisfaction
* Implement any agreed changes in a timely manner
* Communicates changes and provides training/knowledge calls to impacted business units
* Liaise with managers, supervisors, team leaders and third parties to gather information and to resolve escalated issues
* Responsible for call quality via Team Managers. Take random samples e.g. calls to improve quality service, minimise errors and track colleague performance
* Identify strengths and weaknesses of existing internal processes, methods and tools and presents recommendations to the business process owners
* Monitor the use of major applications or functions which relate directly to workflow performance
* Forecasting and analysing data against budget and KPI's on a weekly and monthly basis as required
* Analyses individual Helpdesk activity areas to optimise existing Helpdesk workflow & productivity of available resources
* Managers recruitment through others in a timely manner
* Create and maintain an innovative and informative Helpdesk SharePoint site.
* Production of periodic and ad-hoc management information reports for performance measurement and service improvement purposes.
* Take a proactive approach to work with business units and colleagues to continuously improve Service Delivery and Professionalism.
* Continuous liaison with all Operational team to ensure the appropriate communication protocols are maintained
* Demonstrates inspiring and empowering leadership behaviours, developing their people to be the best they can be

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.


customer care,problem analysis,problem solving,timeliness,time management,verbal communication,written communications


You will be responsible for the day to day operational management and service delivery of the FM Helpdesk, ensuring the team provide an effective and efficient service when managing reactive workflow tasks such as logging, allocating and job management. You will also be responsible for reporting on FM Helpdesk performance, both within the Customer Services function and to the wider business.