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Call Centre/Helpdesk Manager - Facilities

  • Salary: £25000 - £32000 per annum + benefits
  • Location: Oxford, Oxfordshire
  • Job type: Permanent
  • Sector: Facilities Management
  • Job reference: BBBH384556

Job description

We are currently working with a leading Facilities Management provider who are looking to recruit a Helpdesk Team Manager for their site in Oxford, to look after all call centre/customer service activities.

Job Outline: To work with all Facilities Departments, promote good communication between both the business and the Trust, patients, their visitors and the general public. To provide a professional service to all our customers, both internal and external, in all areas of the helpdesk function in accordance with contractual scope. To manage, supervise and support the Helpdesk team where required, providing leadership, guidance, and assistance with all associated tasks. Team player, with flexible can-do attitude. Highly motivated Customer Service Provider

  • 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 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 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
  • Quality checking Helpdesk Call answering/CAFM Task creations on a Monthly basis, providing feedback, and 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. Flexible approach is essential, be prepared to cover all shift patterns, including weekends and Bank Holidays, participating in On Call

Idealskills for candidate:

  • Manager/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 accordingly
  • Strong IT skills
  • Knowledge of Microsoft Office
  • Educated to a High Standard
  • Problem-Solving - able to
  • handle complex enquiries
  • Having a strong focus on FM / Property support in the FM environment
  • IOSH
  • Customer Service Level 2 or above

Desirable skills:

  • Experience of working in an NHS Environment
  • Level 2 Business Administration
  • Certificate in Management Level 3

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