Job Title: Helpdesk Team Leader - Backshift
Location: Glasgow Head Office
Contract: Permanent
Working Pattern: 5/7 Days, 2 Week Rotation
Salary: £29,214 43 per annum + great company benefits!
Job Purpose:
- This is a key position, leading the CSRs who act as ambassadors for our business
- Team Leaders will effectively lead and manage the seniors and CSRs to ensure the highest level of customer care and satisfaction at all times The role will develop to be responsible for leading a team of approx 15 colleagues, across seniors and CSRs, ensuring all service delivery targets are being met and exceeded, wherever possible
- Team Leaders are an integral part of the management team, adding true value to the business
Key Accountabilities:
Safety
- To ensure that all activity compiles with Health & Safety policies
People
- To ensure company policies and practises are followed and delivered consistently
- To coach, motivate to ensure people performance is optimised
- To support and provide guidance to all direct reports
- Conduct monthly, documented 1-1s and assess their 1-1 meetings with their teams
- Conduct yearly appraisals for team leaders and support them to carry out their own team appraisals
- Manage all sick calls the helpdesk and update the relevant systems and team members
- Attendance management, including welfare visits and return to work interviews for all Service Desk colleagues
- Recruitment of new colleague’s process from - Advertising position, Reviewing CV’s Selection of candidates, Arranging of 1-1 interviews Once selection is made liaise with Services trainer and arrange inductions
- Carry out Performance management – performance improvement planning, disciplinary, investigation and conduct meetings
- Management of holiday requests and planned absence to ensure that Services Desk has adequate cover in place over all shifts (24/7)
- Identify any training needs in the Service Team Leaders and across the desk
Excellence
- Champion customer service ‘think like a retailer’ and motivate teams to encourage positive attitude
- Follow and promote City values across the team
Service
- Support the Helpdesk Manager to achieve set targets across all Helpdesk function
- Spot check and help manage the Mercury job monitors, holding team accountable where needed
- Ensure the teams ways of working are up to standard ‘think like a retailer’
- Point of contact for all CSR process questions and escalations
- Step up and cover the managers role when required (annual leave or during absence)
- Be multi skilled in knowledge across all service desk functions – Helpdesk, OSS, Asset & PPM
- Collate data reports for field management, City colleagues & senior management teams Represent Helpdesk at internal and external meetings
- Ensure stakeholder engagement with City and M&S
- Implement procedural changes, ensuring all colleagues understand and are following process
- To represent the company in a professional and competent manner at all times
- Represent Helpdesk in internal and external meetings
- To visibly demonstrate enthusiasm and positive behaviour
- Have a detailed understanding on the Team Leader roles as well as CSR role so they can step in and help in any situation
- Highly skilled using all aspects of the Mercury system – Mercury Superuser
- Implement procedural changes, ensuring all colleagues are singed off and understand
- Mange Helpdesk procedural library ensuring it is up to date and relevant at all times
- Continuous improvement – looks of ways to improve processes and ways to make the day to day running of the helpdesk better
- Reward and recognise good performance
Integrity
- Comply with any other reasonable request or instruction from other Department/CFM Line Manager
People Responsibilities:
- The Helpdesk Team leader is responsible for managing the seniors and CSRs to achieve key targets and support the Helpdesk as the business grows, the team size may increase accordingly
Knowledge, Skills and Abilities:
- Educated to GCSE / Standard Grade level as a minimum, ideally NVQ Level 3 or above (Customer Service / Administration
- A working knowledge of Helpdesk functions within the FM industry is beneficial
- Previous experience of effectively leading a team is essential
- Strong PC literacy, with experience in extracting, collating and presenting performance data
- Strong communication skills, both written and verbal
- Strong results focus, takes accountability for own performance and that of the team
- Effective problem-solving and decision-making
Behaviours:
Safety – we keep our people and customers safe every day
- Do the right thing and work in the City way, the safe way
- Keep our people and customers safe everyday
People – we put our people first, treat each other with respect and work as a team
- Consistently give and receive feedback, be willing to challenge
- Be constructive and supportive to help coach and build successful teams
- Be clear, concise, timely and accurate in communication
- Treats others with respect and embraces cultural differences
- Celebrates success instilling confidence in others
Excellence – we make a difference and go the extra mile
- Instils confidence in team to make decisions for themselves, ensuring clear accountability form themselves and their team
- Judges situations, considers how they can deliver excellence
- Takes accountability for their own tasks
Service – we’re passionate about delivering exceptional customer service
- Ensure efficiency and right time approach
- Seeks, gives and values regular feedback from the customer
- Considers impact on ALL customers in decision making
- Delivers exceptional customer service
Integrity – we always act with integrity, honesty, openness and trust
- Transparency with all costs, spending only on activities that will add value to our customers
- Trust each other to do things right the first time
- Ask yourself is it right for us and our customer
