Overview
Are you looking for an employer who is big on career development?
Do you enjoy communicating with various stakeholders?
Do you thrive on delivering on set SLAs/KPIs?
Do you enjoy leading teams and driving performance?
If yes then read on, as Arcus Facilities Management are seeking an experienced Helpdesk Supervisor to join us on a permanent basis!
Responsibilities
You’ll be joining as the 1st line management for a team of Contract Coordinators to ensure the successful delivery of all activity across a significant FM contract. You’ll also support the Account Director in monitoring Operative’s & Helpdesk workload and deliver and maintain a high level of customer service for all Arcus FM Customers.
Other responsibilities include:
1. Consistently deliver the companies “service expectations” successfully across all key areas, liaising with and supporting clients, working closely with external and internal departments.
2. Take responsibility for the performance of accounts with the Account Director to ensure client satisfaction.
3. Receive inbound calls from existing customers regarding maintenance queries, providing exceptional customer service.
4. Receive and respond to enquiries & new job e-mails from existing customers.
5. Accurate & full recording of job requirements and priority on in-house software and client portals.
6. Taking ownership of customer queries to offer 2nd line support contact resolution.
7. Handle Customer Support Centre administrative duties, including monitoring team inboxes.
8. Work closely with the Account Director to achieve both client and business objectives.
9. Monitor KPI performance and interrogate data providing reports for the Account Director.
For the right candidate, there is also the opportunity for career progression if that’s what you’re looking for.
Qualifications
To succeed in this role, the ideal candidate will have a ‘can-do’ attitude, the ability to organise and coordinate significant operations, and great listening and problem-solving skills.
Other requirements include:
1. Experience within Customer Services.
2. Excellent communication skills and a flair for great service and leading by example.
3. Excellent proficiency in Microsoft Office applications and IT systems.
4. Strong administration skills, well organized with the ability to process data quickly and accurately.
5. A ‘can-do’ attitude and the ability to work under pressure.
You'll be working 40 hours per week between Monday to Friday, 8:00am-5:00pm, on a hybrid model out of our Cirencester site.
When you join us, you’ll receive:
1. Salary: Up to £26,000 per annum, depending on experience.
2. 25 days annual leave, plus bank holidays.
3. Up to 4% discretionary bonus scheme, subject to achievement of targets.
4. Group personal pension scheme of matched contributions between 5% and 6%.
5. Life Assurance.
6. Funded Training Sponsorship Scheme.
7. Cycle to Work Scheme.
8. Health Cash Plan.
9. Up to 10% off B&Q/ Trade Point.
10. 20% off Nuffield Fitness and Wellbeing Centres.
Don’t miss out on this great opportunity, and apply today by clicking on the ‘apply’ button.
Requisition ID
2025-6613
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