Job Description

Salary

31,518.00

Location

Glasgow Head Office

Shift Pattern

Days

This is a permanent

,

full time vacancy that will close in 25 days at 23:59 BST.

The Vacancy

The Vacancy

To effectively manage Helpdesk Team Leaders & support them in management of teams & KPI's. To deliver management information in a timely & effective way. Quality & Planning, Helpdesk resources/recruitment, to ensure consistency of delivery & service. To deputise & support for Contact Centre Manager. Liaise with City & Asda Senior Management to ensure adherence to Process and Policy. Configurations to provide Access for Mercury & Epoch for all City Employees, including field.

Main Duties

Attendance Management, including Welfare Visits, Return to Work interviews for all Helpdesk colleagues Carry out disciplinary, investigation and conduct meetings. Management of holiday requests and planned absence to ensure that helpdesk has adequate cover in place over all shifts (24/7) Support & coach Team Leaders Carry our Team Leader monthly 1-1's and assess their 121 meetings with their teams Yearly Appraisals for Team Leaders Colleague performance management, Support on performance management - performance improvement planning, disciplinary, investigation and conduct meetings. Management information reports for Field and Customer City & senior management teams. 24 hours a day OOH cover across all shifts via a 1 week in 2 on-call rota. High level of responsibility during the rota Ensure colleagues are accessing Evolve on a regular basis to receive updates Recruitment of new colleague's process from - Advertising position, Reviewing CV's. Selection of candidates, Arranging of 1-1 interviews. Once selection is made liaise with Helpdesk trainer and arrange inductions. Planning Resources for Severe Weather Collate Monthly Overtime for HD Succession Planning, Fit for Growth KPI's/KRA's: 18 seconds to answer / 30 mins to pass / 95% Performance House score Champion customer service, motivate teams to encourage positive attitude Support team by logging jobs and incidents Strong knowledge of Right To Work and GDPR guidelines Main point of enquiry / contact for City FM Represent Helpdesk at internal and field meetings Process management: creation and updating, ensuring all colleagues understand and are following changes Support / Deputise for Contact Centre Manager To communicate fluently and confidently without supervision creating an atmosphere of co-operation with both Customer and Colleagues. Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team. To represent the Company in a professional and competent manner at all times and develop strong working relationships with City and Asda Colleagues. To visibly demonstrate enthusiasm and positive behaviour. Comply with any other reasonable request or instruction from other Department/CFM Line Manager Recruit+ Portal - Liaising with Recruiting Agencies FTE Management Flexible Working Requests

Key Performance

Timeliness and accuracy of written and verbal reports Utilisation and development of the Helpdesk Team Effectiveness of communications within the Helpdesk

Essential Knowledge

Working knowledge of the Helpdesk Familiarity with the Asda Contract

Desirable Knowledge

Familiarity with assessment and disciplinary procedures

Essential Skills

Ability to manage a team of Call Centre Operators and Team Leaders Ability to extract, collate and present performance data relevant to the business Ability to motivate self and Helpdesk team in order to drive the business

Desirable Skills

PC Literate in Excel, Word, Powerpoint Previous experience of delivering presentations to Management

Demonstrated Behaviours

Customer focused Able to motivate self and others Flexible approach to working hours Effective communication skills both written and verbal Team member skills

Specialist Requirements

Confident liaising at Area and Divisional level Experience in developing strong working relationships with Colleagues

The Company

In 1985, husband and wife Willie and Susan Haughey established City Refrigeration Holdings. The pair set out with one goal - to make a positive change in the facilities management industry.


The Haugheys founded their enterprise on the values of collaboration and transparency, replacing client/contractor relationships with long-term, mutually beneficial partnerships. Each partner receives a unique strategy, shaped by the needs of the business and implemented by a bespoke, self-delivered model.


It is this focus that has allowed the City Group to grow from its humble beginnings into one of the world's most trusted facilities management companies. The business now employs over 12,000 people and has established divisions across Europe, Australia, North America and Asia. It has also diversified the services it offers to include maintenance and engineering, technical procurement and support, cleaning and ancillary services across retail, residential and commercial markets.


Now more than three decades into its story, City remains rooted in the core values established by the now Lord and Lady Haughey and remains passionate about sharing its unparalleled professionalism, quality, customer service and value with partners around the globe.

Our Benefits

Pension Scheme

Retail Discounts

Cycle to Work Scheme