Helpdesk Manager

Job title: Helpdesk Manager
Location: Portsmouth
Terms: Permanent contract, Full time - 40 hours per week
Salary/rate: Salary is paying up to £38,000 depending on qualifications and experience
Requirements: Qualification Required -
* GCSE or equivalent grade C or above in Math's and English. (Desired)
* Recognized management/leadership qualification. (Desired)
About the company: Our client specialises in providing professional and high-quality construction, refurbishment, building maintenance and facilities management services across the south of England
About the role:
You will be working in a call centre environment with Office Supervisors, Call Handlers, Service Administrators and Resource Controllers. Your main responsibility is to oversee and manage the Call Centre Team.
To succeed in this role, it is essential you have a positive, professional, and versatile attitude at all times and are able to remain level headed, demonstrating leadership for your team and making rational and proactive decisions in a constantly changing and dynamic environment. Our purpose is to deliver "the right work at the right time" for the customer and you will need to use your skills, knowledge, experience, and training to ensure this is achieved.
Responsibilities: * To ensure the office is always resourced correctly and supervised in line with the office working hours, shift patterns, and escalation protocols.
* To be the point of contact and cover for the Service Manager in periods of absence such as leave and sickness.
* Ensure Service Continuity Plans are fit for purpose, and everyone involved can activate them and follow the plans.
* Be the lead for recruiting, induction, and training of staff, ensuring everyone is following the correct processes and procedures, providing coaching and training to the team as required.
* Work with the Office Supervisors to ensure Job Management System (FES) and Portsmouth City Councils Database (PCC) is updated in a timely, accurate and concise way using measures to validate.
* Support the Service Manager in training, coaching, and developing the Call Centre Team to follow the correct process (Value and Enabling Steps) highlighting trends or issues as they occur so that improvements can be made.
* Undertake regular One-to-One's to identify key service and personal objective improvements to be achieved. Identify members of staff that perform their role exceptionally well and develop these individuals through Personal Development plans.
* Ensure you understand the end-to-end process of delivering the perfect repair for the customer and the key responsibilities in achieving this for all the roles involved in this process.
* Champion Customer Service and coach the team to treat customers as they would expect to be treated if they were the customer themselves.
* You are responsible for your own Health & Safety and are expected to work with the Company and your line manger to ensure safety guidelines are followed and adhered.
Candidate requirements:
* 3 years' experience of Managing an office team.
* Managed in a Call Centre Environment (Desirable)
Contact us to apply
If this role sounds of interest and please don't hesitate to drop me a call on - (phone number removed) or alternatively drop me an email on - (url removed)