Job Description

This is a full-time permanent role and hours of work will be completed between 9am - 5pm Monday-Friday. There will be a requirement to travel to two other sites, Greenock and Falkirk, therefore, it's important candidates have their own transport.

Responsibilities and main duties of the role are -

• Manage and lead the office, help desk team, and finance teams
• Establish and maintain reporting and configuration of all real-time telephone logging system
• Monitor the performance of Managers, Supervisors, and Team Leaders
• Recruit, train, and coach the help desk team Carry out 1 to 1's for all team members
• Implementing processes and procedures
• Facilitate regular contract review meetings being fully accountable for KPI's
• Monitor the helpdesk to ensure SLA's are adhered to and address any difficulties as they may arise
• Strong and effective communication skills with internal and external stakeholders
• Reporting to the senior team
• Experienced in delivering KPI's
• Build on existing and new customer relationships promoting a culture of excellence

Required Knowledge, Skills, and Abilities

Relevant experience in an Office Management background, including managing a Help Desk environment. Proven performance in Managing staff within an Office environment in large scale, complex, and distributed business environment. Experienced in the use of Call Center technologies and reporting. Experience in the application of technology to provide effective and efficient support to the customer. Facilities Management background.