We're currently recruiting a dedicated Helpdesk Supervisor to help ensure the smooth running of the operations in Healthcare on a full time basis, contracted to 37.5 hours per week.
As a Helpdesk Supervisor, 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.
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
- Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
- Up to 44% off cinema tickets to enjoy your favourite blockbuster
- Regular emails filled with the best discounts and savings available
- Receive cash rewards 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
Here's an idea of what your shift patterns will be: Variable shifts
Could you bring your spark to Healthcare? Here's what you need to know before applying:
Your key responsibilities will include:
- Ensure performance is managed in relation to demand. Monitoring incoming calls and email requests to align staff to peak periods to cover inbox and telephony traffic where required.
- 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.
- 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.
- Conduct monthly performance reviews and deliver 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, ALL 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.
- Focus on continuous improvement of processes to drive performance and improve the efficiency of the FM Helpdesk Operations.
- Support the Head of Operations in the delivery of the business performance management agenda and operational objectives.
- Develop strong internal stakeholder relationships to support the contract teams across the wider Compass business and expand the scope of Helpdesk & Control Room services.
About You:
Essential
- Minimum of 2 years supervisor 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 and compliance requirements
- Possess strong IT skills
- Ability to coach and deliver feedback with confidence
Desirable
- Have experience working within a service delivery or contact centre environment
- Familiarity with planning, scheduling and real-time monitoring
- Ability to coach and deliver feedback with confidence
- Continuously pursue high standards, embraces change, recognise improvement opportunities and learn from experience.
About Us:
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:
- Financial wellbeing programme and preferred rates on salary finance products
- Aviva Digicare – Free annual healthcare check
- Medicash – Discounted health cash plan providing cash back on a range of medical treatments including Dental, Optical and Consultant appointments for you and your family.
- Pension scheme and Life Assurance
- Employee Assistance Programme
- Holiday purchase scheme
- Sharebuy Scheme
- Recognition awards including Be a Star peer recognition and Long Service Awards
- Employee networks created and led by employees for employees
- Exclusive Benefits & Wellbeing site (Perks at Work)
- Entertainment, Health & Wellbeing and Travel discounts
- Shopping discounts – Save up to 15%at high street and online stores by purchasing Shopping Cards
- Vodaphone discounts
- On-going training & development and career pathways
Part of Compass Group UK&I, Medirest is the specialist healthcare operating company of Compass Group UK & Ireland, providing a full range of hotel services, including staff, patient and visitor catering, domestics, portering, security and reception, at over 130 NHS Trusts and private hospitals.
Job Reference: com/3007/93129003/52670193/WJ
Compass Group UK&I wants everyone in our business to feel able to be themselves at work and to have an equal opportunity to progress their career. We want to create a culture where we respect and embrace everyone's talents, beliefs, backgrounds, and abilities. Where our colleagues feel valued, can reach their full potential, and thrive - Diversity is Our Strength!