Job Description

Job Purpose:

This is a key position, supporting the helpdesk manage all administrative tasks and responsibilities.


The Quality and Planning Specialist will effectively lead and manage all teams to always ensure the highest level of customer care and satisfaction.


Supervisors are an integral part of the management team, adding true value to the business.

Key Accountabilities:

Show you Care:

To ensure that all activity compiles with Health & Safety policies and procedures.

Be Your Best:

End to end management of quality across jobs and calls Feedback to the Team Leaders on quality performance Support on coaching plans and feedback as a result of quality reviews Optimising roster management to ensure KPIs are achieved Review and implement roster changes with notice when volumes increase/decrease. Coordinate Return to Works for each Team Leader Support on the conducting of RWT Set reminders for the team and spot check RWT quality and timeliness Support on Welfare Meetings and the coordination on minutes, invites, letters etc. Recruitment of new colleague's process from - Advertising position, Reviewing CV's. Selection of candidates, Arranging of interviews. Once selection is made liaise with trainer and arrange inductions Support on performance management - performance improvement planning, disciplinary, investigation and conduct meetings Management of holiday requests and planned absence to ensure that Services Desk has adequate cover in place over all shifts (24/7)

Make it Happen:

Champion customer service and motivate teams to encourage positive attitude Follow and promote City values across the team

Strive to Improve:

Ensure the helpdesk runs to a high standard. Support on process management and version control of all processes. Proactive planning - weather, peak trading etc. Embed a resolution midst within the helpdesk, moving from a log and pass function to a customer centric operation. Succession planning and development of people - fit for growth. Represent Helpdesk in internal and external customer meetings. To visibly demonstrate enthusiasm and positive behaviour Have a detailed understanding on the Team Leader roles as well as CSR role so they can step in and help in any situation Highly skilled using all aspects of the Mercury system - Mercury Superuser Support on the implementation of procedural changes, ensuring all colleagues are singed off and understand

We are one City:

Comply with any other reasonable request or instruction from other Department/CFM Line Manager

People Responsibilities:

The Helpdesk Supervisor is responsible for managing Team Leaders, Seniors and CSRs to achieve key targets and support the Helpdesk as the business grows, the team size may increase accordingly.

Knowledge, Skills and Abilities:

Educated to GCSE / Standard Grade level as a minimum, ideally NVQ Level 3 or above (Customer Service / Administration) A working knowledge of Helpdesk functions within the FM industry is beneficial Previous experience of effectively leading a team is essential Strong PC literacy, with experience in extracting, collating and presenting performance data Strong communication skills, both written and verbal Strong results focus, takes accountability for own performance and that of the team Effective problem-solving and decision-making

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.