Hays·19 days ago
19 days ago
Engineering Helpdesk Supervisor
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What you'll do
- Lead, coach and develop the CSSO team, driving high performance, engagement and a culture of accountability, continuous improvement and excellent customer service.
- Manage team performance, workload planning, attendance and resources to ensure service levels and operational priorities are consistently achieved.
- Monitor and improve performance against key operational KPIs, using data and reporting identifying trends, drive improvements and support business objectives.
- Act as the escalation point for operational and customer service issues, ensuring effective resolution and a positive customer experience.
- Collaborate with service managers, engineers, sales teams and customers to support service delivery, account performance and operational goals.
- Oversee service administration activities, including engineer scheduling and dispatch, maintenance planning, invoicing, quotations and service documentation.
What they're looking for
- Proven experience leading and developing teams within service operations, facilities management, engineering support or similar operational environment.
- Demonstrable experience managing performance against KPIs, service levels and operational targets.
- Strong leadership, coaching and people management skills, with the ability to drive engagement and performance.
- Experience managing operational workflows, service administration processes and competing priorities within a fast-paced environment.
- Strong analytical, planning and organisational skills, with the ability to identify trends and implement improvements.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Your new company
Create safe, sustainable and energy-efficient buildings through innovative building technologies, services and solutions.
Your new role
- Lead, coach and develop the CSSO team, driving high performance, engagement and a culture of accountability, continuous improvement and excellent customer service.
- Manage team performance, workload planning, attendance and resources to ensure service levels and operational priorities are consistently achieved.
- Monitor and improve performance against key operational KPIs, using data and reporting identifying trends, drive improvements and support business objectives.
- Act as the escalation point for operational and customer service issues, ensuring effective resolution and a positive customer experience.
- Collaborate with service managers, engineers, sales teams and customers to support service delivery, account performance and operational goals.
- Oversee service administration activities, including engineer scheduling and dispatch, maintenance planning, invoicing, quotations and service documentation.
What you'll need to succeed
- Proven experience leading and developing teams within service operations, facilities management, engineering support or similar operational environment.
- Demonstrable experience managing performance against KPIs, service levels and operational targets.
- Strong leadership, coaching and people management skills, with the ability to drive engagement and performance.
- Experience managing operational workflows, service administration processes and competing priorities within a fast-paced environment.
- Strong analytical, planning and organisational skills, with the ability to identify trends and implement improvements.
What you'll get in return
- Performance-Based Bonus: Enjoy an annual bonus linked to the company's performance
- Flexible Working Hours: Achieve a healthy work-life balance with our flexible working arrangements
- Pension Plan: Secure your future with our generous pension scheme, with employer contributions up to 10%.
- Time Off: Recharge and rejuvenate with 26 days of annual leave (plus bank holidays), and the option to buy or sell an additional 5 days!
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
#4825153 - Lauren DaviesCompany
Hays
Slough, United Kingdom
Company facts come from this company's own listings. We only show what the postings themselves carry.