Helpdesk Supervisor
| Posting date: | 10 January 2025 |
|---|---|
| Salary: | £26,000 per year |
| Additional salary information: | Bonus, Pension, Holidays, Life Assurance |
| Hours: | Full time |
| Closing date: | 09 February 2025 |
| Location: | Cirencester, Gloucestershire, GL7 1QW |
| Remote working: | On-site only |
| Company: | Arcus FM Limited |
| Job type: | Permanent |
| Job reference: | 2025-6613_1736530441 |
Summary
Are you looking for an employer who is big on career development?
Do you enjoy communicating with various stakeholders?
Do you thrive on delivering on set SLAs/KPIs?
Do you enjoy leading teams and driving performance?
If yes then read on, as Arcus Facilities Management are seeking an experienced Helpdesk Supervisor to join us on a permanent basis!
You'll be joining as the 1st line management for a rean of Contract Coordinators to ensure the successful delivery of for all activity across a significant FM contract. You'll also support the Account Director in monitoring Operative's & Helpdesk workload, and deliver and maintain a high level of customer service for all Arcus FM Customers.
Other responsibilities include:
- Consistently deliver the companies "service expectations" successfully across all key areas. Liaising with and supporting clients, working closely with external and internal departments to do so.
- Take responsibility for the performance of accounts with the Account Director to deliver the elements of the Arcus contract. Ensuring the clients satisfaction and to abide by the following list of responsibilities and duties
- Receive inbound calls from existing customers regarding maintenance queries, providing exceptional customer service
- Receiving & responding to enquiries & new job e-mails from existing customers
- Accurate & full recording of job requirements and priority on in-house software and client portals.
- Taking ownership of customer queries to offer 2nd line support contact resolution
- Handle Customer Support Centre administrative duties, including monitoring team inboxes etc
- Work closely with the Account Director to achieve both client and business objectives.
- Monitor KPI performance and interrogate data providing reports for the Account Director
For the right candidate there is also the opportunity for career progression if that's what you're looking for.
To succeed in this role the ideal candidate will have a 'can-do' attitude, and ability to organise and coordinate significant operations, and have great listening and problem-solving skills.
Other requirements include:
- Experience within Customer Services
- You will need to possess excellent communication skills and a flair for great service and leading by example.
- Excellent proficiency in Microsoft Office applications and IT systems.
- Candidates must have strong administration skills, be well organized with the ability to process data quickly and accurately and support team members.
- All candidates must show a 'can do attitude', and must be able to work under pressure
You'll be working 40 hours per week between Monday to Friday, 8:00am-5:00pm, on a hybrid model out of our Cirencester site.
When you join us, you'll receive:
- Salary: Up to £26,000 per annum, depending on experience
- 25 days annual leave, plus bank holidays
- Up to 4% discretionary bonus scheme, subject to achievement of targets
- Group personal pension scheme of matched contributions between 5% and 6%
- Life Assurance
- Funded Training Sponsorship Scheme
- Cycle to Work Scheme
- Health Cash Plan
- Up to 10% off B&Q/ Trade Point
- 20% off Nuffield Fitness and Wellbeing Centres
Don't miss out on this great opportunity, and apply today by clicking on the 'apply' button.
Proud member of the Disability Confident employer scheme