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Helpdesk Supervisor

Up to £13.00 per annum
Apply2019-10-18 15:22:552020-06-10Eden Brown Built Environment

Helpdesk Supervisor

Date posted: October 18, 2019
Up to £13.00 per annum
West Yorkshire, England
Job description

Our client is looking for a Helpdesk Supervisor to be responsible for the day to day management of the Helpdesk ensuring that all contractual obligations are met whilst offering a first class customer experience to all customers who contact the helpdesk.


- To be responsible for the day-to-day performance of a team of Helpdesk operators including call monitoring, 1-2-1's, objective setting, absence management, and planning.
- Monitoring contract performance (including SLA performance, chasing work down and service request management)
- Identifying issues and pro-actively offering solutions to improve performance.
- Offer flexibility in terms of shifts and role responsibilities.
- Develop working relationships & improve communication with the Team, Workflow Manager & Operations Manager.
- Using analytical skills to monitor call handling stats & take action to resolve.
- To cover for the Workflow Manager in their absence & unavailability, including attendance to low level contract conference calls, business updates & team meetings.
- Liaise with Workflow Manager & team to communicate key areas of focus daily/ weekly.
- Provide the team with key information i.e. tool box talks & business updates
- The post holder will be responsible for the effective supervision of the helpdesk, ensuring that all information is correct and that the processes are followed by both the Workflow Operators and Engineers, and also by our customers.
- They must ensure that the Helpdesk Team is adequately skilled and that all training requirements are completed.
- The Workflow Supervisor will also carry out the duties of a Workflow operator when other Operators are occupied or absent.
- They will require need to develop strong working relationships with engineers/ operatives, specialist sub contractors and fellow managers.
- The post holder will be responsible for day to day monitoring of performance and operational reporting to understand and analyse helpdesk performance, primarily on reactive tasks.
- Ensure all calls are answered in accordance with the Contractual Requirements.
- Auditing phone calls to ensure a good standard of customer service is delivered.
- Ensure all calls from internal / external customers are answered and logged accurately and promptly meeting SLA response times for answering calls.
- Ensure the delivery of excellent customer service at all times.
- Prioritise daily tasks and raise major exceptions with Maintenance Team.
- Act as a point of escalation for any foreseen failures.

The shift pattern is likely to be 7.5hrs per day, working 5 out of 7, meaning the occasional weekend shift.

Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown Ltd is acting as an Employment Business in relation to this vacancy.

Reference: 263681CEY_1571408575

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