We are excited to offer a fantastic opportunity for a Permanent Team Leader in Central London.
HOURS OF WORK 36.25 Per Week. Staff are required to work on a rota basis between 08:00 and 18:00 Monday-Friday.
Join our vibrant, inclusive community in MoD working on the overcall success of the Helpdesk operation in this contract. Delivering and overseeing the team to maintain an excellent delivery of service.
The Team Leader role is seen as crucial as the Helpdesk is the first point of contact for the MoD to report any issues with the building or book meeting rooms.
To supervise the Helpdesk service of the Project Agreement and in accordance with the Facilities Management Agreement to deliver the required service levels. To act as a focus for all problems/queries from Helpdesk operators and other departments and to provide suitable resolution. An excellent problem solver providing innovative ideas to improve current services offered to our customers.
What you will do:
- Managing the Helpdesk call logging system and ensure it is fit for purpose.
- Oversee maintenance and troubleshooting call out requirements.
- To liaise with the Helpdesk manager to ensure practical and efficient use of in-house resources.
- Ensuring excellent levels of customer service and service delivery are maintained/exceeded
- To record & notify senior management of any unavailability triggers occurring
- Ensuring all KPI’s and SLAs are met
- To ensure all responsibilities for health, safety, environment, emergency and security policies and procedures are adhered to.
- To ensure that adequate number of Helpdesk staff are available to meet the output specification requirements, resource issues to be passed to Helpdesk Manager.
- To assist the Helpdesk manager in ensuring quality standards across the department are met, identifying shortfalls and implementing solutions.
- To contribute to the identification of risks and opportunities within Helpdesk
- Flexibility on working hours
- To cover for sickness, holidays to ensure customer service levels are maintained
- Encourage collaborative working with our clients, customers and stakeholders.
What you will bring:
- Experience in Customer Services within a high-profile environment
- Excellent customer service skills and smart appearance.
- Experience of CAFM software
- To be able to use and monitor the ACD telephone system efficiently
- To build up in depth knowledge and performance monitoring system
- Team player but with the ability to work on own initiative
- Flexible attitude to a changing environment
- Being able to work in a team
- Able to communicate at all levels
- Friendly and tactful personality
- Being able to handle difficult situations
- Ability to remain calm under pressure
- Leadership qualities
- Problem solving skills
- Good timekeeping
The successful candidate needs to obtain Security Clearance. To obtain clearance you’re required to be a UK permanent resident for the last 5 years.
We welcome applications from a diverse range of candidates.
Why join Amey?
At Amey, we work on long-term stable contracts so you can plan a long-term career with us. We have been awarded Platinum status by Investors in People which underscores our commitment to supporting our people across every part of our organisation, enabling them to shine. Whether you are starting your career, returning to the workplace or can bring your professional expertise and skills, there is a place for you here.
Our benefits are designed to help you thrive at work and in your home life. You will have the flexibility to choose benefits and development opportunities that are best for you.
- Remuneration - Enjoy a competitive annual salary with the potential for yearly reviews to ensure you’re rewarded for your contributions
- Career Growth: Shine in your career with advancement opportunities.
- Training Opportunities: Unlock your potential with comprehensive training, including fully funded leadership programs tailored to your personal growth.
- Holidays - Enjoy at least 24 days of holiday plus bank holidays, and the opportunity to buy further days.
- Pension - Generous pension scheme, with extra contributions from Amey
- Flexible benefits – Customise your benefits with options such as insurance benefits, Cycle2Work scheme and access to discounted gym membership.
- Exclusive Discounts - Access our online portal filled with discounts from leading retailers, healthcare services, and more, helping you save on the things that matter.
- Give Back to community - Two Social Impact Days each year, for volunteering and fundraising opportunities
- Family friendly policies for new parents or if you provide care for a dependant
- Membership of our Affinity Networks who connect, support and inspire diverse communities within Amey
About Amey
We are a leading provider of full life-cycle engineering, operations, and decarbonisation solutions, for transport infrastructure and complex facilities.
Our purpose is to deliver sustainable infrastructure solutions that enhance life and protect our shared future.
Every day our teams across the UK and internationally do truly important work shaping some of the most complex environments that impact generations to come.
To find out more visit our website amey.co.uk/careers
Application Guidance and Diversity & Inclusion
At Amey we constantly evolve how we work to reflect the different needs and backgrounds of our employees. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age. We believe everyone deserves an opportunity to shine.
As a disability confident leader, we’re proud to guarantee applicants with a disability an interview if they meet the minimum requirements for the role.
Please contact our recruitment team at [email protected] to discuss any access needs, reasonable adjustments or additional support that you may require at any point during the recruitment process.
Apply today
***We may close this vacancy early if we receive sufficient applications. Please apply as soon as possible***
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