Head of Customer Service Helpdesk

at  Thermatic Group

We are looking for a Head of Customer Service Helpdesk to join the Technical Services team at Thermatic Technical FM.
Thermatic Technical FM provide complete nationwide coverage, across the full spectrum of Hard FM services to large, commercial clients. Our team of mobile engineers are supported by the account teams at Head Office to provide both reactive breakdown and planned maintenance services to our clients.
As a Thermatic Head of CS/Helpdesk you are a member of the senior leadership team. The role will be accountable for our Technical Services Centre (TSC), the hub for helpdesk, scheduling and planning activities for in-house engineering and sub-contract teams. The main aim of the TSC is to deliver agreed services to our clients efficiently and to maintain high productivity levels within our self-delivery team.
As Head of CS/Helpdesk, you will work closely with the Head of Technical Services to ensure engineering productivity and engagement is to a high standard, whilst working collaboratively with the account teams to ensure our customers are sufficiently resourced, high performing and maintain an appetite for continuous improvement. The Head of CS/Helpdesk will have a Passion for customer service, continuous improvement and a hunger for efficiency.

KEY SKILLS, EXPERIENCE & QUALIFICATIONS:

• Customer Services experience
• Management/Leadership experience
• LEAN / proven capability of driving efficiencies
• Previous experience in a similar role, preferably within a similar industry
• Familiar with deploying sporting behaviours across engineering and supply chain teams to drive collaboration, improve efficiencies, and promote best practise.
• Experience creating and delivering successful and highly impactful operational strategies
• High levels of commercial awareness and how to positively impact on financial strategies
• Strong problem solving and critical thinking skills
• Computer literate, proficient in Microsoft office and PowerPoint
• Excellent written and verbal communication skills, with client, peers and management team.

• Develop and own Thermatic’s customer journey process
• Providing day to day guidance to the Mobile Engineering dispatch/ scheduling function.
• Ensure optimum staffing structures operate across contracts, balancing cost reduction with the delivery of service excellence. Ensure structures support peaks and troughs in workload, and disaster recovery.
• Provide strategic direction and advice, owning TTFM capacity versus demand to ensure sufficient resourcing, performance and continuous improvement levels are maintained/accelerated, alongside Head of Technical Services.
• Lead the maintenance strategy and identify and implement initiatives to increase efficiencies and drive value to our customer/account teams. Ensuring overdue jobs are reviewed regularly and actions in place to minimise.
• Ensure that both planned and reactive maintenance activities are compliant with the Service Level Agreement and Key Performance Indicators are met, in conjunction with our customer/account teams.
• Prepare monthly performance/productivity reports, identifying weakness and successes with a meticulous focus on data analysis.
• Produce and distribute weekly internal performance, productivity, travel and efficiency reports
• Review waiting for work, understand the drivers and liaise with the team to allocate jobs accordingly
• Complete responsibility for the jeopardy management of ‘at risk’ tasks to ensure satisfactory outcomes and delivering exceptional Customer Service
• Review mitigation report to understand why jobs are not profitable, identifying opportunities and managing improvements
• Supporting the sales process through solutions development, participation in presentations and consultation meetings, hosting visits, and support to mobilisation as required on new contracts.
• Contribute to senior management health and safety initiatives
• Motivate team to improve operational performance by prioritising work and utilising daily/weekly operational performance reports
• Liaise closely with the Account Management team to ensure each operating sector delivers maximum efficiency and productivity