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Helpdesk Supervisor - Manchester, United Kingdom - OmniRMS

OmniRMS

Verified Company

Manchester, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Helpdesk Supervisor | Manchester Office |£25,000 - £35,000 | Leading FM Service Provider

We are currently looking to recruit a Help Desk Supervisor to join a leading Facilities Management Company based in our Manchester office.

The team leader will be supporting the Customer Service / Help Desk Manager in providing a first-class service in a highly customer focussed environment, you will be responsible for ensuring that your team of CSRs are trained, coached, and fully equipped to provide the best possible service at all times to the customer

Key duties & Responsibilities

Responsible for team's performance to ensure quality and customer focus
Monitor call quality, review stats reports, request status on jobs etc, thereby ensuring that all work undertaken is of a high standard, provide feedback where necessary.
Ensure that you identify areas for development / improvement
Ensure that your team have objectives and personal development plans to grow their skills
Responsible for the induction training of any new CSR's
Proactively using initiative to deal with escalated complaints, taking ownership of problems and ensure they are dealt with to the customer's satisfaction.
Provide regular guidance, encouragement, and support to your team to ensure they are motivated and committed to their role at all times.
Ensure that the shift rota is updated
Provide weekend cover as required

Hours of Work & Package Information

Basic Salary up to £35,000

Monday

Friday 40 hours
26 days holiday + bank holidays
Company pension scheme

Qualifications/Skills

Previous experience of working in a similar role in a reactive helpdesk, service desk
Experience using the Maximo CRM system (desirable)

If you feel like your skills and experience match the requirements for this role then please apply.

Job Types:
Full-time, Permanent

Salary:
£25,000.00-£35,000.00 per year

Benefits: