Helpdesk & Peformance Manager - London, United Kingdom - CBW Staffing Solutions

Description

• 08:00am to 17:00pm
• Monday to Friday
• Office based

• Line management of all help desk employees
• Managing the end to end process of reactive call management.
• Logging of the work, follow through with the operational teams, uploading of documentation, customer expectation management, communication with the customer through the journey, closing the job in the system
• Managing excellence levels of customer service throughout the journey
• Managing the Planned Maintenance scheduling and distribution to site teams. Logging closure with correct documentation and compliance.
• Daily, Weekly and Monthly reporting of helpdesk stats
• Improvement plans against poor performing areas.
• Working directly with operational teams to drive continuous improvement
• Reviewing trends in data to understand quicker response times
• Building process, procedure and governance planning
• Ensuring adherence to account KPIs and SLA metric
• Strategic analysis, forward looking guidance with a view to challenging the annual and long term plans that contribute to the commercial development of the business
• Build governance packs to manage the requirements of the account from a contractual perspective. Ranging from MBR's, QBR's, ABR's, KPI's and contractual commitments.
• Ensure all are laid out, tracked, management plans and updates to client and account lead are regular and proactive
• Build the process and procedure to operate the account
• Manage the integration of global IT systems to run operations
• Regular analytical reporting on all aspects of the account, providing insightful management information reporting to account leadership to drive decision making
• Track key internal metrics to
• Roll out FOR A auditing, track QHSE audits and action plans against them are being delivered
• Manage document control through sharepoint and online systems, provide regular audits of those documents to ensure regular updates are made
• Internal monthly reports on QHSE, finance and strategy
• Manage the communication for the account, from weekly updates through to regular flow through of communications
• Ensure all new hires are processed effectively

• Experience in a business or finance environment
• Experience in FM
• Management experience
• Administration Experience
• Accounts & Payroll experience
• Must be IT proficient
• Use of Sage and other systems
• Leadership and interpersonal skills