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Helpdesk Supervisor

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Arcus FM

28d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Facilities Management

AI generated summary

  • You need customer service experience, excellent communication, Microsoft Office proficiency, strong admin skills, and a positive attitude to thrive under pressure while supporting your team.
  • You will manage Contract Coordinators, ensure high customer service, handle queries, maintain records, provide support, monitor KPIs, and collaborate with the Account Director for objectives.

Requirements

  • Experience within Customer Services
  • You will need to possess excellent communication skills and a flair for great service and leading by example.
  • Excellent proficiency in Microsoft Office applications and IT systems.
  • Candidates must have strong administration skills, be well organized with the ability to process data quickly and accurately and support team members.
  • All candidates must show a ‘can do attitude’, and must be able to work under pressure

Responsibilities

  • You’ll be joining as the 1st line management for a rean of Contract Coordinators to ensure the successful delivery of for all activity across a significant FM contract. You’ll also support the Account Director in monitoring Operative’s & Helpdesk workload, and deliver and maintain a high level of customer service for all Arcus FM Customers.
  • Consistently deliver the companies “service expectations” successfully across all key areas. Liaising with and supporting clients, working closely with external and internal departments to do so.
  • Take responsibility for the performance of accounts with the Account Director to deliver the elements of the Arcus contract. Ensuring the clients satisfaction and to abide by the following list of responsibilities and duties
  • Receive inbound calls from existing customers regarding maintenance queries, providing exceptional customer service
  • Receiving & responding to enquiries & new job e-mails from existing customers
  • Accurate & full recording of job requirements and priority on in-house software and client portals.
  • Taking ownership of customer queries to offer 2nd line support contact resolution
  • Handle Customer Support Centre administrative duties, including monitoring team inboxes etc
  • Work closely with the Account Director to achieve both client and business objectives.
  • Monitor KPI performance and interrogate data providing reports for the Account Director

FAQs

What is the job title for this position?

The job title is Helpdesk Supervisor.

Where is the job location?

The job is located in Cirencester.

What are the working hours for this position?

The working hours are 40 hours per week, Monday to Friday, from 8:00am to 5:00pm.

What type of work model is offered for this position?

This position offers a hybrid work model.

What is the starting salary for the Helpdesk Supervisor role?

The salary is up to £26,000 per annum, depending on experience.

Is there a bonus scheme available for this role?

Yes, there is up to a 4% discretionary bonus scheme, subject to the achievement of targets.

What benefits are offered to employees?

Employees receive 25 days of annual leave plus bank holidays, a group personal pension scheme, life assurance, a funded training sponsorship scheme, and various discounts.

What type of experience is required for this role?

Experience within Customer Services is required for this role.

What skills are essential for the Helpdesk Supervisor position?

Essential skills include excellent communication skills, strong administration skills, proficiency in Microsoft Office applications, and the ability to work under pressure.

Are there opportunities for career advancement in this position?

Yes, there are opportunities for career progression for the right candidate.

What types of queries will the Helpdesk Supervisor handle?

The Helpdesk Supervisor will handle inbound calls from customers regarding maintenance queries and provide exceptional customer service.

Will the Helpdesk Supervisor work closely with any other staff?

Yes, the Helpdesk Supervisor will work closely with the Account Director and various internal and external departments.

What is a key responsibility of the Helpdesk Supervisor?

A key responsibility is to monitor KPI performance and provide reports for the Account Director.

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Arcus FM

Technology led, people driven

Engineering & Construction
Industry
1001-5000
Employees
2009
Founded Year

Mission & Purpose

Arcus FM is an award-winning full-service facilities management company self-delivering over 80% of our services across the UK. Our mobile engineers and cleaners look after a large blue-chip customer base from retail and hospitality to depots and corporate offices. We bring together industry-leading technology, unique skills, and a wealth of sector-specific experience to provide excellent customer service and a safe and welcoming workplace for our customers.