On behalf of Network Rail, we are looking for a Helpdesk Team Manager for a 6 month hybrid contract based at Square 1, Manchester.
This role is on a shift pattern and candidates need to be available for work from 8am-8pm.
Network Rail is at the heart of revitalising Britain’s railway. From Crossrail - Europe’s largest civil engineering project - to investment in world-class stations and major programmes of electrification, we are involved in some of the most ambitious and diverse ventures that this country has ever seen. We at Network Rail are dedicated to becoming one of Britain’s best employers and believe this starts with placing the candidate at the heart of everything we do!

As a Helpdesk Team Manager, your main responsibilities will be:

• Manage a team of helpdesk customer advisors within the shared service call centre operating high volume queries in relation to payroll, recruitment, payables and personal protective equipment
• Manage the helpdesk team by maximising individual employee performance. Set, monitor and assess individuals against SMART objectives to drive employee and team performance. Support team member development through regular coaching and balanced feedback; encouraging team members to have a training and career development plan
• Manage a team to operate a high volume query management resolution team to deliver quality customer service to a large customer base. Develop / continually improve relations with key stakeholders, define and embed a customer centric culture where all team members consider the impact on customers and their future requirements

• Manage a team of helpdesk customer advisors within the shared service call centre operating high volume queries in relation to payroll, recruitment, payables and personal protective equipment
• Manage the helpdesk team by maximising individual employee performance. Set, monitor and assess individuals against SMART objectives to drive employee and team performance. Support team member development through regular coaching and balanced feedback; encouraging team members to have a training and career development plan
• Manage a team to operate a high volume query management resolution team to deliver quality customer service to a large customer base. Develop / continually improve relations with key stakeholders, define and embed a customer centric culture where all team members consider the impact on customers and their future requirement