Helpdesk and Telephony Supervisor - Leeds, United Kingdom - Barnett Waddingham

Description

We are proud to be a leading independent UK consultancy at the forefront of risk, pensions, investment and insurance.

We aim to continue our growth by recruiting talented and committed individuals that have the desire to learn and develop.

We strive to employ staff who share our values and can bring special skills - enhancing the service that we provide to our clients.

At Barnett Waddingham, we are currently recruiting a great opportunity for a Telephony & Helpdesk Supervisor to join our Central Operations business area.

This will be a Hybrid role and based in ideally one of our Cheltenham or Leeds offices, however Birmingham, Liverpool, Amersham, London, Bristol and Guildford will be considered.

Included in our Central Operations business area is our Core Business Services hub, that provides core support services, managing key areas of firmwide telephony services, archive and data management, business travel solutions, office, and operational essential procurement.

The role of the Telephony and Helpdesk Supervisor is to lead and manage the activities of the central switchboard telephony team and/or contract supplier management and service development.

In addition, to provide oversight supervision of the business area helpdesk function, monitoring and reporting on activity performance, as well as escalating and resolving internal user experience issues with key stakeholders.

Responsibilities

Line Management of telephony team members including support of professional development and personal wellbeing, including leave approvals, training, performance management and engagement.

Prepare and manage telephony resource rotas.

Design and develop training for telephony team to advance skillset and knowledge.

Develop relationship management with key internal stakeholders across the business to ensure that the telephony service is working well and understand any challenges or upcoming changes for call handling listings and internal systems.

Create monthly impact and performance reports for the Core business Services Manager, detailing telephony and helpdesk statistics, key achievements and challenges, notification of planned changes.

Implement and apply business continuity procedures during the failure of the switchboard or helpdesk functions, communicating with colleagues.

Deliver oversight management of the info@ enquiries email inbox managed by the telephony team ensuring efficient service is maintained and information is passed to the correct department in a professional and timely manner ensuring compliance with GDPR.

Working with Core Business Services Manager to help to demonstrate our capabilities and development of service lines to internal clients.

Contribution to the preparation of the hub vision plans and budget reviews. To support the with implementation planning for our evolving needs, ensuring every core business initiative scales with our ambitions.

Working with Core Business Services Management team to design and arrange annual hub area away days, quarterly knowledge and engagement sessions, monthly communication plans.

Support, Implement and Maintain Information Security procedures and activities in accordance to Barnett Waddingham's Information Security Policy

Experience/Qualifications

Experience in a similar management role, preferably in professional services environment.

Highly experienced in telephony or switchboard systems.

Strong expertise in team planning and scheduling.

Strong people management and engagement skills with ability to positively influence, dedicated to the personal and professional development of others.

Able to maintain confidentiality and be professional in all matters.

Be accountable for decision making within areas of responsibility.

An initiative-taker with excellent communication skills with both internal and external stakeholders.

Soft phone and internal messaging systems (e.g., MS Teams)

Extensive experience of Microsoft Office (Outlook, Word, and Excel in particular).

Benefits Summary

Competitive discretionary annual bonus.

Core benefits paid for by BW including life assurance, group income protection, private medical cover and 25 days holiday per year with holiday trading.

A generous pension scheme where we contribute 8% of your salary from day one of your employment.

Employee Assistance Programme to support you and your family through any concerns or challenges you may experience.

A comprehensive range of voluntary benefits to suit your life stage and lifestyle including a tech scheme, cycle to work scheme, dental cover, healthcare cash plan, health assessments, critical illness cover, extension of private medical cover or life assurance to family members, gym membership, travel insurance and a broad range of discounts at hundreds of retailers including supermarkets, fitness centres, travel and leisure companies.

Accessibility

If you have a disability, learning difficulty, medical condition, or individual need, which you believe may affect your performance during our selection process, we'll be happy to make adjustments to our processes to enable you a fair opportunity to showcase your skills.

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