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FM Helpdesk Manager

TFM-P1789
Perm
FM Service Provider
London
Greater London, South East, England
£35000.00 - £45000.00 per annum
16-04-2021 11:39 AM
We are looking for a FM Helpdesk / Customer Care Manager for a people forward FM service provider based in Victoria, London. We want to speak to you if you are the type of person who brings passion and drive to their role and are very quality and performance output focussed.

The Role

  • Manage and develop the Customer Care Team through coaching, mentoring and use of structured development plans, continually reviewing the team to ensure a high level of service is delivered to all stakeholders.
  • To meet operational objectives, set best practice and lead by example, drive continuous improvement and effectively drive and manage change.
  • Build and maintain strong relationships with all teams and stakeholders.
  • To embed an exceptional competency within the Customer Care team. Ensure all associated KPI's and SLA's are implemented, met, monitored and reviewed.
  • The Customer Care Manager supports the Operations Director in growing and enhancing the Customer Care function as the business evolves. The role will be instrumental in the implementation of a 24/7 customer contact solution.
Experience and Skills
  • Demonstrable experience of managing and training a Customer Care team.
  • Excellent communication skills at all levels
  • Strong experience of a CAFM / helpdesk software
  • Prioritisation skills
  • A flexible and adaptable approach
  • The ability to engage, mentor and coach other team members
  • Stakeholder management abilities
  • Leadership qualities
  • Calm, meticulous and organised.

Duties and Responsibilities

  • To work in partnership with stakeholders to ensure the appropriate support is available.
  • To prepare weekly / monthly / quarterly reports, scheduled and ad-hoc.
  • Monitor and review the Help Desk working practices to ensure the Service Level Agreements with stakeholders meet their needs within the resources available.
  • To resolve any service delivery issues within available resources.
  • To improve the performance of staff under his/her line management by maintaining communication with staff and providing the appropriate support and guidance.
  • To contribute to the review of the Help Desk to ensure that the service continues to be efficient and effective and takes into account changing service levels, priorities, policy changes and technological developments.
  • To manage fluctuations in demand within the resources available including responding to urgent requests. This will require managing and resolving conflicting stakeholder needs.
  • To resolve complex and contentious issues to ensure effective Customer Care support is maintained.
  • Demonstrate all systems, web-based products and daily responsibilities to existing and new clients.
  • Proactively deputises all core activities undertaken by the Business Support Manager during their absence where appropriate.
  • To report on the provision of the Customer Care services including performance against target and recommendations for improvement.
  • To ensure any customer interaction is an excellent experience and that the Customer Care team are appropriately trained as well as having the necessary tools to provide a great customer experience at all times.
  • To be responsible for the management, and development of staff in the Team.
  • To promote a strong customer focus within the team and the business.
  • Maintain and develop the service level agreements for the Customer Care team and monitor the effectiveness of them through key performance indicators.
  • To develop and provide training for the Customer Care team to enable them to deliver excellent customer service to all stakeholders.
  • Be alert to team talent and challenge them to meet personal development targets.
  • Supervise and co-ordinate staff ensuring a strong team relationship.
  • Demonstrate understanding of a diverse workforce<


All CVs must be in English and in Word.
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