Helpdesk Team Manager
Company
Location
Cirencester
Employment Hours
New Jobs
Employment Type
Permanent, Contract, Contract
Salary
Up to £31,930 a year
Job Highlights
- Lead a team providing front line support, managing work orders, and monitoring performance to ensure high-quality service.
- Seeking an experienced candidate knowledgeable in FM support services, with excellent team management and communication skills.
- Full-time position based in Cirencester, offering opportunities for personal development and recognition of team successes.
Job Requirements/Description
Leading a team of colleagues to provide front line support for our customer. Managing individual performance and being part of a wider management team.
Essential Experience & Knowledge
We are now seeking for a Team Manager to join us on a permanent basis at our Cirencester site.
Leading a team of colleagues to provide front line support for our customer. Managing individual performance and being part of a wider management team.
- Supervise and manage the effective receipt, processing, and scheduling of both reactive and planned maintenance work orders.
- Act as an escalation point, reporting to the Operations Manager and deputising when required.
- Lead weekly team huddles and provide feedback to the Management Team on actions and outcomes.
- Work with Senior Management to ensure effective handovers between shifts, delivering a consistent and seamless service.
- Contribute to the development and implementation of robust departmental processes to maintain a high-quality service for internal and external customers.
- Support Heads of Department in identifying areas for improvement and preparing performance reports as required.
- Collaborate with Team Managers to ensure operatives are appropriately trained, coached, and supported to achieve agreed objectives and personal goals.
- Provide support for ad hoc activities and seasonal projects as required.
- Build and maintain strong relationships with field teams and key contacts within FM service providers to support the closure of outstanding actions.
- Deliver accurate, concise daily reporting on work order resolution in line with agreed KPIs.
- Promote and ensure behaviours across the team align with Arcus Values.
- Manage people and performance to ensure customer availability, including rota management, annual leave, absence, and overtime in line with company policies.
- Conduct regular one-to-one meetings and performance reviews with direct reports.
- Celebrate success by recognising strengths and sharing best practice across the team.
Essential Experience & Knowledge
- A minimum of 5 GCSEs at grade C/4 or above, including English and Maths.
- Strong understanding of FM and support services contracts, including performance measurement and monitoring.
- Knowledge of FM operations, including web-based systems, IT best practices, industry trends, and customer service principles.
- Experience supervising teams within a call centre or customer service environment.
- Proven experience working in a professional customer services setting.
- Demonstrable evidence of influencing positive change within a call centre or customer service environment.
Desirable
- Understanding and experience of the retail industry.
Skills & Competencies
- Excellent verbal communication skills with a confident and professional telephone manner.
- High levels of accuracy and precision in written communication.
- IT literate, with experience using MS Office, particularly Word and Excel.
- Strong administration and time management skills.
- Ability to manage, motivate, and develop staff, including through periods of change.
- Ability to delegate effectively, work under pressure, and meet tight deadlines.
- Strong leadership skills, with the ability to inspire, motivate, and influence positive change.
- Effective process and performance management capabilities.
- Strong problem-solving and analytical skills to support sound decision-making.
- Excellent relationship management skills, with a collaborative and team-focused approach.
VALUES & BEHAVIOURS
- Driven, confident, and commercially aware, with a proactive, professional, and approachable ‘can-do’ attitude.
When you join us you will receive:
- Salary: up to £31,930 depending on experience
- 4% bonus, subject to achievement of targets
- 25 days annual leave + Bank Holidays.
- Group personal pension scheme of matched contributions between 5% and 6%
- Life Assurance
- Funded Training Sponsorship Scheme
- Discounts, vouchers, and financial aid programs
Don’t miss out on this great opportunity, apply today by clicking on the ‘apply’ button.