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Helpdesk Supervisor - Managed Services

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Arcus FM

25d ago

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

AI generated summary

  • You need customer service experience, strong communication, proficiency in Microsoft Office, excellent administration skills, and a positive attitude to work well under pressure.
  • You will deliver exceptional service, manage client queries, record job details, provide 2nd line support, handle administrative tasks, monitor KPIs, and collaborate with the Account Director.

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

  • 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 - Managed Services.

Where is the job located?

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 8:00 am to 5:00 pm.

Is this a full-time or part-time position?

This is a full-time position.

What will be the key responsibilities of the Helpdesk Supervisor?

Key responsibilities include ensuring successful delivery of activities across a significant FM contract, managing a team of Contract Coordinators, providing exceptional customer service, and monitoring KPI performance.

What qualifications are required for this role?

Candidates should have experience in Customer Services, excellent communication skills, proficiency in Microsoft Office applications, strong administration skills, and a 'can-do' attitude.

What is the salary for this position?

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

Are there any benefits associated with this job?

Yes, benefits include 25 days annual leave, a discretionary bonus scheme, a group personal pension scheme, life assurance, a funded training sponsorship scheme, and discounts on health and fitness services.

Is there an opportunity for career progression in this role?

Yes, there is an opportunity for career progression for the right candidate.

What kind of support will be provided to customers?

The Helpdesk Supervisor will take ownership of customer queries and offer 2nd line support contact resolution, while maintaining a high level of customer service.

How does the company evaluate performance?

Performance is evaluated through monitoring KPI performance and interrogating data, with reports provided 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.