Engineering Helpdesk Supervisor

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...