Job Description
We have a fantastic opportunity for a Helpdesk Team Leader to join our team based in Stockport. The salary on offer is up to £28,000.
NHSPS are setting up a national Facilities management helpdesk which will act as a central function for our Customers and Operations teams. The desk will be responsible for the end to end work flow processes for all facilities management (FM) issues reported by customers. Including the logging, allocation and updating of reactive service requests assigned to our FM Operations teams or contractor supply chain. The FM Helpdesk is one team operating within a wider Customer Service function. The Helpdesk will be operational 24/7/365 with the necessary day and night shifts in place to support this service.
You will be responsible for the management of your team, ensuring the Helpdesk Advisors are able to deliver the key requirements of a Facilities Management Helpdesk service such as; logging, allocating and managing reactive service requests and administrative support functions, in a timely and appropriate manner.
The Helpdesk Team Leader is responsible for providing effective leadership and day to day management of the Facilities Management Helpdesk Advisors to ensure a ‘right first time’ approach is embedded in the helpdesk service, as well as ensuring a customer-focused service culture throughout the team. You will also manage Helpdesk activity volume and daily workload allocation to ensure Helpdesk activities are processed in a timely fashion to support our Operations teams, and manage rotas and schedule adherence to support with ensuring the helpdesk has adequate resource levels to deliver service to customers and Operations teams.
You must ensure that the team take ownership of their tasks and areas of responsibility; chase all jobs raised by the customer to completion with the in-house service delivery teams, subcontractors and relevant service lines, and work closely with the Helpdesk Manager and Operations teams to recognise customer individual needs and change working practice to deliver constant improvement and ensure helpdesk workflow processes are followed.
The role is responsible for updating procedures and facilitating training to keep the individual and the team aware of FM related subject knowledge such as hard and soft services, as well as interpreting management information to illustrate RAG status performance across a range of key metrics – telephony, work allocation, customer service. Identify areas for improvement and action plans to drive through.
Coaching, developing and motivating individuals within the team is crucial, ensuring appropriate training and development plans are in place. You will role model and reinforce excellent behaviours including developing a culture of collaboration and accountability.
To succeed, candidates must have knowledge of case management or service management systems, IT helpdesk systems and/or CRM systems. Knowledge of key MS Office applications is crucial, as is experience in a supervisory/team lead role in a Contact Centre Environment. Experience in a front-line customer service role is key, as well as experience producing reports for managers. It would be beneficial for you to have an understanding of the Data Protection Act and the Disability Discrimination Act, as well as experience of transforming/developing customer service functions.
We understand how important life is outside of work so, as well as a competitive salary and 27 days annual leave, we’ll support you, wherever possible, so that you don’t miss out on what truly matters to you.
If you do ever need a little bit of extra help we have a great employee assistance programme, financial well-being support and access to great discounts with leading high street names with the bluelight discount card.
Our range of network groups are also there to support you to truly be yourself at work and play a key role in helping shape our future. We ‘hire for attitude and train for skills’ providing opportunities for our people to develop & progress their careers at all levels through our Professional Excellence Framework.
If you are a member of a professional body we’ll pay for your membership and once you get your digital kit you’ll be good to go in one of our great offices (or at home!)
Who are we?
We are part of the NHS family with 6,000 professionals supporting over 3,000 healthcare properties across England. Our purpose is to enable excellent patient care by being the best property and facilities provider to the NHS.
Our services include estate strategy and optimisation, property management, facilities management, property development and construction project management. We help support millions of patients and NHS colleagues in collaboration without 7,000 customers who range from Integrated Care Systems, health providers, charities and more.
Our culture and values seek to place our NHS colleagues and their patients, at the heart of everything we do.
We celebrate diversity, and we are working hard to create an inclusive environment where people love to work and can fulfil their potential.
We would encourage all applicants to apply as soon as possible as we may close vacancies early should we receive a high number of applications.
Best of luck with your application!