Helpdesk Team Leader

FM Helpdesk Team Leader

Contract

Location: Southwark

Hourly rate: Up to £14.42 per hour

Working within a busy Maintenance Department, the Helpdesk Team Leader is responsible for working on a high-profile contract while supervising a small team of Coordinators.

The main duties of the role will include:

1. Coordinating team so that maximum amount of calls is taken.
2. Logging service requests by telephone and email.
3. Ensuring compliance with statutory and company procedures.
4. Understanding, identifying, and applying the Service Level Agreement (SLA).
5. Prioritising urgent jobs.
6. Dealing with complaints as required.
7. Analysis of job history/running reports.
8. Promoting customer feedback and surveys.
9. Interviewing/Training.
10. Carrying out one-to-ones, grievances, and disciplinary meetings.
11. Coordinating Out of Hours team.
12. Helpdesk diary management coordinating annual leave and shift patterns.
13. Liaising with subcontractors to ensure they are providing adequate service.
14. Performance Reporting.
15. Managing and updating all spreadsheets ensuring compliance.