ABOUT THE COMPANY:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.
Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

ABOUT THE ROLE:

Working Days: Monday - Friday Shifts between 7am and 4.30pm

AS PART OF YOUR ROLE, YOUR KEY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO:

• Manage and support colleagues on the helpdesk to achieve set daily targets.
• Proactively monitor KPI and SLA performance within the team so that any issues are identified, challenged and resolved and report back on areas of focus to account and senior support managers.
• Jeopardy management of reactive tasks, analysis and reporting of daily, weekly, and monthly performance data.
• Out of hours contract support planning and coordination for 24/7 desk.
• Lead on all recruitment within the team along with managing any disciplinary or grievance issues.
• SOP’s and training matrix for the helpdesk.
• Act as a key point of contact for customers, management and sub-contractors.
• Look at ways to standardise and then improve current ways of working by using SMART objectives.
• Ensure effective CAFM management system usage and look for new ways of working and opportunities to improve ways of working.
• Hold weekly/monthly meetings with key account managers to discuss targets and report back on teams’ performance.
• Hold weekly/monthly meetings with SSSM to report on team targets and efficiencies.
• To ensure all processes are consistently reviewed to ensure operational excellence across the business.
• Able to deliver presentations and lead meetings with internal and external customers.