Helpdesk Team Manager

Location: Oxford, Oxfordshire |
Salary: £30,000 - £35,000 |
Posted: 19 Nov 2019 |
Closes: 17 Dec 2019 |
Job Type: Permanent & Full-time |
Business Unit: UK Facilities Management |
Region / Division: UK & Ireland |
Reference: 8310

Role Responsibility:

Helpdesk Team Manager
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. Our services include facilities management, technical project management, business support and PFI contracts.

At G4S FM we are used to working in critical and secure environments. Our expertise in sectors such as defence, courts and hospitals is second to none. This expertise also reassures our clients in education, and utilities, where they welcome our extra vigilance when maintaining and operating their buildings.

Our success is therefore 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 core to shaping the culture of our organisation, helping to guide, unite, differentiate and sustain us. They 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.

As Helpdesk Manager you will work with all Facilities Departments within G4S promoting good communication between G4S and the Trust, patients, their visitors and the general public. You will manage, supervise and support the Helpdesk team where required.

Some of your duties will include ensuring calls and emails are responded to within the agreed KPI, produce weekly / monthly performance data, ensure HR and staff management is carried out (such as absence and lateness) and provide full support and training to new starters and existing staff on an ongoing basis.

You should have the ability to create and manage a staff rota, deal with performance / SLA related issues, carry out team meetings and handle all escalations, complaints, questions and queries as necessary.

The Ideal Candidate:

Essential Criteria

  • Proven Manager / Team Leader / Supervisor experience
  • Experience of working in a Call Centre or Similar environment
  • Knowledge of CAFM

It would be desirable for this role if you had experience of working in an NHS environment, Level 2 Business Administration, Certificate in Management Level 3, IOSH and Customer Service Level 2 or above. 

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