Helpdesk Team Leader

Role:

Helpdesk Team Leader

Location:

Sheffield (S9) - office based

Salary:

£27,500 per annum

Package:

25 days Paid holiday plus 8 days bank holidays

Company Pension

Company benefits

Company events

Our client is looking to expand their in house PPM scheduling team. They need a Team Leader who is used to dealing with internal scheduling of Planned and Preventative Maintenance within a commercial facilities management arena with fantastic customer service skills.

The Team Leader will act as the key point of contact for a portfolio of external clients.

The key purpose of the role will be to deliver excellent customer services whilst ensuring job budgets, SLAs & KPIs are realised.

Key Accountabilities:

• Key point of contact for nominated client(s).
• Supervising the processing of client work orders.
• Assisting to confirm attendance appointments with internal schedulers to achieve specified SLA.
• Provide updates to clients and re-negotiate Kip's /attendance where necessary.
• Provide clients and colleagues with updates on work in progress.
• Updating the internal workflow management system ensuring data provides real-time progress information.
• Updating client portals ensuring data provides real-time progress information.
• General office duties consistent with the job-holder's knowledge and skills which are necessary for the satisfactory completion of contracts or business goals.
• Comply with the Company's equal opportunities policy and all other policies designed to protect employees or clients from unequal treatment or harassment.
• Participate on the out of hours call out rota when it is your turn to do so defined by the current rota schedule.

Team Leader Duties:

• Supervise the workload and performance of the team.
• Line management responsibilities eg, chair teams meetings, back to work interviews, development reviews, manage training compliance etc.
• Ensure absence/holidays are managed to meet the needs of the business.
• Handle escalations from internal / external customers.
• Identify and implement process improvements.
• Assist on-boarding new employees

Competencies:

• Have good communication skills (written & verbal).
• Have excellent Customer Service skills.
• Be a competent administrator.
• Have previous team leading experience.
• Have previous experience in a customer interfacing role preferably within the construction sector.
• Have good numeracy skills
• Have good IT skills.

Core Qualities & Attributes:

• Reliability - responsible and dependable.
• Independence - able to manage own workload with minimum supervision.
• Good time management skills with the ability to prioritise effectively.
• Attention to detail - job requires being accurate in interpreting and communicating commercial details. Accurate data input requirements on internal and external work management systems.

This is a fantastic opportunity to join a growing, reputable business.