Portering and Helpdesk Manager

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Job description

Location: Croydon, Surrey
Salary: £30,000 - £35,000
Posted: 22 Nov 2021
Closes: 13 Dec 2021
Job Type: Full Time and Permanent
Business Unit: UK Facilities Management
Region / Division: UK & Ireland
Reference: 10885

Role Responsibility:

PORTERING & HELPDESKMANAGER

Croydon

£30,000 - £35,000 per annum + plus benefits

40hrs, Full Time, Permanent

Exciting opportunity to join a leading Facilities Management company. G4S are currently recruiting for a Portering & Helpdesk Manager to lead the Portering and Helpdesk Services delivery at one of our key NHS contracts based in Croydon Hospital. You will effectively manage, monitor and develop the service to the satisfaction of the NHS Trust and G4S. . In return we are offering a competitive salary of £30,000 - £35,000 depending on experience.

We are looking for an exceptional manager to take on the challenge of working with and developing one of our key FM Health contracts. In return, you will not only have the opportunity to work for a leading Facilities Management company, but to make a real difference to people's lives and the local community every day.

The main purpose of this role will be to ensure that the 'Portering Service' and 'Helpdesk Service' delivery to Croydon Hospital, are maintained within contractual parameters and G4S budget as set.

To effectively manage, monitor and develop the service to the satisfaction of the NHS Trust and G4S. Use standards set by the company to ensure the consistent delivery of service through adhering to the contract specification and establish good working relationships with own and client teams.

Key Responsibilities will include:

Ensuring Helpdesk Overall Performance for calls are answered within the KPI - 95% of all calls answered within SLA. Creation of Weekly/Monthly Performance Data, conducting trend analysis, Proactively manage all Service Requests and Tasks, obtaining accurate information from all G4S Services Team (Housekeeping & Porters), ensure they are passed on to the appropriate department, monitoring and recording progress in dealing with them

Dealing with client representatives such as Trust/Client Management Team, Clinical Leads, All NHS Trust Staff and All G4S Management. Ensure all contacts are handled in a professional manner

Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments, using the Synbiotix system

Ensuring all HR and staff management is carried out and followed, such as absence, lateness, adherence to policy.

Work from daily reports provided to ensure job are attended and completed within SLAs to minimize any overdue works, to ensure there is a fair distribution of workload to all

Work from daily reports provided to ensure jobs are attended and completed within SLAs to minimize any overdue works, to ensure there is a fair distribution of workload, to all G4S Services Team (Housekeeping & Porters)Quality checking Helpdesk Call answering/ Task creations on a Monthly basis, providing feedback, and additional training as necessary

Provide full support and all training requirements to the Helpdesk and Portering function, any new starters on an ongoing basis.

Ability to create and manage Staff Rota, ensuring all shifts are covered, shift patterns are adhered to at all times. Provide cover, and solutions to all staff absenteeism, whether that is planned or unplanned.

Flexible approach is essential, be prepared to cover all shift patterns, including weekends and Bank Holidays, participating in On Call Duties

Facilitate cross functioning communication with all Departments, to improve working conditions for all

Dealing with all performance/SLA related issues, including team performance, setting of SMART objectives for all team members.

Ensure that personal performance, training and development needs are adequately managed and exceed expectations wherever possible.

Constantly looking to make improvements to the entire Helpdesk Team (wider G4S Team), including personal development

Handling all escalations, calls complaints, questions and queries as necessary, from all parties associated with G4S

Carry out team meetings, actively participating in the monthly and weekly meetings, with own team, and any teams within the G4S departments and/or Trust

Undertake general administration to support the department, ensuring all service standards are met

To demonstrate rapid response to customer issues and show a systematic approach to problem solving

To resolve issues at first level and escalate when required

To take ownership of their work and be empowered to make their own decisions

To adhere to all G4S operational and contractual procedures, demonstrating the Companies Core Purpose, Values & Vision

A flexible approach to service provision is essential and the contents of this job description may therefore require amendment from time to time in line with working requirements

The Ideal Candidate:

Essential Criteria:

Manager/Team Leader/Supervisor Experience Essential, with proven track record of managing a successful team

Experience of working in a Call Centre or similar environment

Sound Knowledge of CAFM Systems

Accurate record keeping

Able to build professional relationships, at all levels, both internally and externally

Be able to work under pressure and prioritise workload accordingly

Strong IT skills

Problem-Solving -able to handle complex enquiries

Having a strong focus on FM /Property support in the FM environment

Additional Company Benefits available:

Company pension scheme with employer contributions

G4S Life Assurance Scheme

Free eye-tests/discounts for VDU users

Charity work- Match-IT and Payroll Giving

Employee Assistance Programme Scheme (Confidential Counselling Services, 24/7 support specialising in health and medical topics )

Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers

Progression, training and development opportunities.