Team Leader - Helpdesk Torquay, England
Job description
Could you bring your spark to Compass Group UK&I? Here's what you need to know before applying:
Your key responsibilities will include:
- To ensure performance is managed in relation to demand. Aligning staff to peak periods to cover inbox and telephony traffic where required.
- Delivers effective 121’s with staff members to ensure that performance and quality issues are addressed accordingly. Action plans produced, staff performance output and support provided and recorded accordingly.
- Identify/deliver training to staff where necessary and identify knowledge gaps with the appropriate actions required to improve performance further i.e. individual training plans.
- To be the first point of contact for escalations relating to the Helpdesk/Control Room operations. Identifying root cause of issues and the required corrective actions to mitigate reoccurrence.
- To manage staff (including Security Control Room (SCR) Operatives) in relation to company processes and policies. This includes annual leave management, sickness recording, conducting return to work meetings and all procedural meetings.
- Focus on continuous improvement of processes to drive performance and improve the efficiency of the FM Helpdesk Operations.
- To Support the Head of Operations in the delivery of the business performance management agenda and operational objectives.
- To be fully conversant with the content of all AI’s and SOPs and to keep all AIs SOPs and Risk Assessments updated and relevant.
- Management of Security Guarding practices during the Out of Hours service, ensuring guards are conversant in Identification and escalation of physical security risks.
- Assisting in the management of incidents and/or crisis situations, including providing recommendations for enhanced security measures as appropriate.
- Providing support to staff when dealing with the local authorities, particularly for incidents that have occurred on site.
- All other reasonable requests from the client and/or Strategic Account Manager.
- Liaise and work closely with the site FM to support and coordinate annual Fire Evacuation, Internal Assembly and Live Security Exercise.
Our ideal Team Leader - Helpdesk will:
- Essential
- Minimum of 2 years people management experience
- Demonstrable experience in delivering in a high performing operation
- Demonstrable skills in data/MI production and analysis
- Stakeholder management experience (Internal and External) and strong communication skills
- Professional approach and a positive ‘can-do’ attitude
- Operationally focused with ability to resolve issues in a prompt manner, adhering to process
- Possess strong IT skills
- Ability to coach and deliver feedback with confidence
We ensure you're rewarded for all your hard work, which is why we offer a comprehensive benefits package which includes but is not limited to:
- Exclusive travel discounts with TUI, Expedia, Booking.com and many more
- Save money on your food shop with discounts on Tesco, Sainsbury's, Morrisons and many more
- Up to 44% off cinema tickets to enjoy your favourite blockbuster
- Regular emails filled with the best discounts and savings available
- Receive Wow Points every time you spend and use them on a wide range of brands
- Un-wind with us with free wellness, mindfulness and exercise classes
- You can share all discounts and offers with your friends and families
- Contributory pension scheme
- Grow your career with our Career Pathways and MyLearning programmes
As part of Compass you'll help to feed people, fuel progress and forge connections in around 6,000 venues. Join us to grow your career with the industry leader, and get competitive pay, great perks and unrivalled opportunities for learning and development, at one of the UK's biggest businesses.
Job Reference: com/1101/77963001/52539601/WJ
Compass Group UK&I is an equal opportunities employer, committed to cultivating diverse and inclusive environments for every employee.
What you'll be doing:We're currently recruiting a dedicated Team Leader - Helpdesk to help ensure the smooth running of the operations in Compass Group UK&I on a full time basis, contracted to 37.5 hours per week.
As a Team Leader - Helpdesk, you will use your skills to maintain a high standard of quality work. In return, you will have the chance to progress your career with a company that invests in its people, celebrates individuality, and rewards and recognises employees who go beyond the plate.
