Helpdesk Team Manager Manchester, England
Job description
Do you have a passion for customer service? Do you engage with people well?
Are you an excellent people manager? Have you managed a large team successfully?
Do you have experience of leading and empowering a team within an inbound contact centre?
Are you a great communicator? Can you comfortably make tough decisions and communicate those decisions well?
If so, please read on as we are looking for you!
We partner with our Network Rail routes and regions, delivering critical services and essential equipment to help get passengers and good to where they need to be. To find out more watch our video.
About Shared Services
Our Shared Services team deliver specialist processes that have a direct impact on the performance of Network Rail, our customers and suppliers. These services include payroll, recruitment and onboarding, payables, receivables, financial accounting, reporting, controls and compliance, and helpdesk support.
Main ResponsibilitiesAs a people manager you'll be responsible for mentoring and managing colleagues, demonstrating your passion and creativity to deliver a fantastic customer service.
The team provides a helpdesk service for both internal employees and external suppliers of Network Rail, all of which are our valued customers.
You will manage a team of Customer Service Advisors who operate a high-volume query management helpdesk and, with your down-to-earth engagement style and a sharp focus on customer needs, you will be able to take this already high performing team to the next level.
You’ll be a confident at interpreting data to make considered strategic decisions but also confident at making decisions in an operational environment whilst managing stakeholder relations.
With increased team employee engagement through your purposeful programming, direction and finger to pulse nature you will form great working relationships with your team working through any people or customer issues at ease.
You’ll spend time measuring our customers satisfaction and striving to improve the service we deliver.
You will drive initiatives and be the enabler to continuous improvement.
You’ll amplify and strengthen the culture of our hybrid working environment by driving initiatives, events and processes that further anchor our values and enable team collaboration and connection.
As the manager of the helpdesk, you be confident at operating a telephony service and will have worked on such platforms in previous roles, such as Solidus, Storm and Oracle systems. You will work with the management team to help structure and develop a new telephony platform and help transition from one system to another. This is something super exciting and rewarding to have such investment and you will join us in making this fantastic progressive change.
The Ideal Candidate- Strong people manager, experience of managing and engaging 10+ people at ease
- A strong communicator who can drive a high performing culture, empowering our people
- Has worked in a previous role as Helpdesk Manager
- Exceptional customer service professional
- Able to produce, interpret and work comfortably within a KPI driven environment to drive decision making
- Confident at making decisions in a live operational environment, whilst presenting decisions to the team and stakeholders.
Desirable criteria we are looking for
- Experience in operating a Payroll or Accounts Payables helpdesk
- You will have used Solidus, Storm and/ or Oracle systems in a call handling environment
- Experience of managing improvement projects and processing high volume activity
- Experience in LEAN or equivalent
- Educated to degree level or equivalent
We’re an organisation where people matter. We matter to millions.
Our role is to run a safe, reliable and efficient railway, serving customers and communities. We exist to get people and goods where they need to be and to support our country’s economic prosperity. Safety is our number one priority.
We're undertaking an ambitious change. Our vision is Putting Passengers First - becoming a company that is on the side of passengers and freight users.
As one of the UK’s leading equal opportunities employers, our values and the way we behave is important to us and we have created an environment where we value and respect every individual's unique contribution. We have seven employee networks that provide fantastic support, opportunities and development for applicants from all backgrounds. Click here for more information
Our Drugs and Alcohol Standard is changing as of 16.01.2023. All prospective candidates who have not been offered a conditional role by 16.01.2023 will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.
Package DescriptionRole Title: Helpdesk Team Manager
Salary: £34,050 - £38,305 per annum pro rata
Contract Type: Fixed Term Contract till December 2023 (This has the potential to become permanent)
Location: Square One Manchester (Hybrid working 2- 3 days in the office)
- Flexible working patterns such as working from home and working compressed hours
- 75% off Leisure Travel
- 75% off Rail and underground season tickets
- A range of pension schemes
- Healthcare Scheme
- 28 days annual leave, plus bank holidays and volunteering days (5 days)
- 2 weeks paid reserve leave for our Armed Forces community
- Cycle to Work Scheme
- Gym Pass – Access to gyms across the UK
- Access to ‘My Benefits’ portal which include discounts in food, technology, and experience days.
In 2023, we achieved Stonewall Top 100 Employer status.
Closing date: 18/04/2023
Click ‘apply for this job’ to apply. If you would like to speak the Resourcing Team, please contact: [email protected]
If your skills and experience match what we are looking for then here is what you can expect from us in terms of the next steps
Interview process
1st Stage: 24th April 2023 you will be invited to complete a pre-recorded interview by the 1st May 2023.
2nd Stage: 12th May 2023 Competency based interview at our Manchester Office
