Helpdesk Team Leader

Location: Oxford, Oxfordshire |
Salary: £25,000 |
Posted: 14 Sep 2021 |
Closes: 28 Sep 2021 |
Job Type: Permanent & Full-time |
Business Unit: UK Facilities Management |
Region / Division: UK & Ireland |
Reference: 10069

Role Responsibility:



Churchill Hospital, Old Rd, Headington, Oxford OX3 7LE

40hrs, Full Time, Permanent

£25,000 per annum

Excellent Company benefits including Contributory Pension


As a leading Facilities Management company, G4S FM improves the lives of millions of people across the UK and Ireland by creating productive, safe and smooth working environments. We support the efficient delivery of front line services in critical environments for the private sector, national and local government agencies. 


At G4S FM our expertise in sectors such as defence, courts and hospitals is second to none. Our success is underpinned by the way we attract, develop and engage with our people, as well as the culture and values that shape the way we work and how our colleagues carry out their roles. Our values are integral to everything we do. We act with integrity and respect. We are passionate about safety, security and service excellence and we achieve this through innovation and teamwork. We are a sustainable, ethical business and this is key to the ongoing success of G4S FM.


Churchill Hospital is a centre of excellence for cancer services and other specialties, including renal services and transplants, clinical and medical oncology, dermatology, haemophilia, chest medicine and palliative care. 

In 2009 the hospital saw a major new development consisting of an integrated cancer and haematology Centre, a surgery and diagnostics centre and the Wytham Wing – housing the Wytham Ward (transplants) and private outpatients. 

G4S FM delivers the following services and employs circa 200 staff: Helpdesk, Patient and Retail Catering, Cleaning, Portering, Planned and Reactive Maintenance, Lifecycle Replacement, Grounds Maintenance and Pest Control.

We have an opportunity for a Helpdesk Team Leader to join our team based at Churchill Hospital.  This is a full time position working 40hrs per week, primarily Monday to Friday covering between 08:30 & 17:30,  there is a requirement to be flexible.


As the Helpdesk Team Leader you will be working with all Facilities Departments within G4S, promoting good communication between both G4S and the Trust, patients, their visitors and the general public. You will provide a professional service to all our customers, both internal and external, in all areas of the helpdesk function in accordance with contractual scope.  Being able supervise and support the Helpdesk team where required, providing leadership, guidance, and assistance with all associated tasks.   You will be a Team player, with a flexible can-do attitude. A highly motivated Customer Service Provider.


Key Responsibilities will include:


  • Ensuring Helpdesk Overall Performance for calls are answered within the KPI – 97% of all calls within 8 rings of the telephone, respond to electronic (email) requests within 5 minutes of receipt into the HD Mailbox

  • Creation of Weekly/Monthly Performance Data, conducting trend analysis.

  • Proactively manage all Service Requests and Tasks, obtaining accurate information from all G4S Services Team (Housekeeping, Hard FM, Porters), ensure they are passed on to the appropriate department, monitoring and recording progress in dealing with them.

  • Dealing with client representatives such as Trust/Client Management Team, Clinical Leads, All NHS Trust Staff and all G4S Management. Ensure all contacts are handled in a professional manner

  • Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments, using the CAFM system

  • Ensuring all HR and staff management is carried out and followed, such as absence, lateness, adherence, Personal Development and setting of objectives

  • Work from daily reports provided to ensure job are attended and completed within SLAs to minimize any overdue works, to ensure there is a fair distribution of workload to all

  • Work from daily reports provided to ensure job are attended and completed within SLAs to minimize any overdue works, to ensure there is a fair distribution of workload, to all G4S Services Team (Housekeeping, Hard FM, Porters)

  • Quality checking Helpdesk Operative Call answering/CAFM Task creations on a Monthly basis, providing feedback, additional training as necessary

  • Provide full support and all training requirements to the Helpdesk function, any new starters on an ongoing basis.

  • Ensure all training material is kept up-to-date, in line with Industry Standards, ISO9001

  • Ability to create and manage Staff Rota, ensuring all shifts are covered, shift patterns are adhered to at all times.

  • Provide cover, and solutions to all staff absenteeism, whether that is planned or unplanned. A flexible approach is essential, be prepared to cover all shift patterns, including weekends and Bank Holidays, participating in On Call Duties (1 in 4)

  • Undertake general administration to support the department, ensuring all service standards are met

  • To demonstrate rapid response to customer issues and show a systematic approach to problem solving

  • To resolve issues at first level and escalate when required

  • To take ownership of their work and be empowered to make their own decisions

  • To adhere to operational and contractual procedures

  • To demonstrate accountability for personal performance

  • A flexible approach to service provision is essential and the contents of this job description may therefore require amendment from time to time in line with working requirements

The Ideal Candidate:


Essential Criteria:


  • Team Leader/Supervisor Experience Essential, with proven Track Record of managing a successful Team

  • Experience of working in a Call Centre or Similar Environment

  • Sound Knowledge of CAFM Systems

  • Accurate Record Keeping

  • Able to build Professional Relationships, at all levels, both internally and externally

  • Be able to work under pressure and prioritise workload according

  • Strong IT skills

  • Problem-Solving – able to handle complex enquiries


Additional Company Benefits available:


  • Company pension scheme with employer contributions

  • G4S Life Assurance Scheme

  • Free eye-tests/discounts for VDU users

  • Subsidised healthcare plan

  • Charity work- Match-IT and Payroll Giving

  • Employee Assistance Programme Scheme (Confidential Counselling Services, 24/7 support specialising in health and medical topics )

  • Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers

  • Progression, training and development opportunities.

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