The Helpdesk Supervisor is overall responsible in managing the Helpdesk to ensure it meets and exceeds service levels (SLAs) required for all internal and external stakeholders. The role will be responsible to lead a team of Team Leaders. This includes all day-to-day aspects of the Helpdesk, delivering all SLAs through effective people management, People

Recruit, lead, coach and motivate a team of Team Leaders to deliver world class customer excellence and SLAs
Conduct monthly 121 with Helpdesk Team Leaders
Deliver effective coaching, engagement and development strategy for all levels and being ready for fit for growth
Develop and implement engagement action plans for your team, based on feedback from engagement surveys, listening groups and team meetings
Manage any underperformance within the team through our agreed processes.
Reward and recognise outstanding performance, using our agreed recognition tools
Ensure company policies and practises (e.g., discipline and grievance, absence management, performance management, etc.) are implemented consistently across your team
Ensure LTO is kept at SLA < 25%
Achieve all customer Service Level Agreement levels
Ensure that quality standards target is achieved, provide feedback and SMART lead objectives
Achieve the City standard employee engagement target
Deliver quality standards, review trend analysis, and implement change to succeed
Deliver customer service levels agreements through delivering customer excellence
Ensure all Helpdesk processes are correct and rolled out across the Helpdesk in conjunction with the training & quality department
Identify training needs, develop, and deliver training materials to maximise potential and performance within the team
Implement Disaster Recovery Processes for all function of Helpdesk
To undertake any other reasonable duties and/or responsibilities as may be required.
Headcount achieved at budget
Labour turnover costs
Labour turnover - to keep and retain team members through engagement
Train, develop and appraise team leaders to ensure they lead and motivate their own teams.
Carry out reviews of any training requirements to ensure compliance across the estate
Ensure all direct reports are validated and delivering all aspects of their role, At City, we take pride in supporting our colleagues with a fantastic range of exciting benefits designed to enhance both their professional and personal lives. From exclusive perks to valuable rewards, we're committed to ensuring our team feels valued, motivated, and empowered. Our benefits include

Previous experience of planning staffing rotations, optimisation of staff based on call profile
Understanding of call quality models is essential
Working knowledge of Microsoft packages, ability to analysis & present data
Strong communication skills, both written and verbal required
Strong PC skills, able to effectively communicate in, both written and verbal
Ability to have excellent time management and work on own initiative
A working knowledge of the maintenance service within the FM industry is essential, with previous working knowledge of using CAFM system
Previous experience of leading a helpdesk team is essential
Previous experience of working within fast-moving customer service environment would be advantageous
Effective problem-solving and decision-making
Highly flexible and self-starting

HealthShield Cashback Plan - Reclaim part of your dental/optical costs.
OneCity - Employee Discount Platform
Employee Value Awards up to the value of £250
Access to Costco Personal Membership Subscription
Mental and Physical Health Services (Wisdom, Thrive, SkinVision)
Electric Car Scheme (Criteria Applies)
First Bus Commuter Club - Discounted Bus Travel