Job Introduction
2gether Support Solutions is a Facilities and Estates services company providing support to healthcare professionals caring for over 2000 patients daily across multiple East Kent hospital sites. 2gether provides vital services including maintenance, cleaning, catering, procurement, logistics and much more.
We have an exciting opportunity to join us as a Switchboard and Service Desk Team Leader, based at Kent and Canterbury Hospital on a full time, permanent basis. Helpdesk Team Leaders are an integral part of the management team in a busy and varied environment, the team currently handle approximately 31,000 calls per week. As the Team Leader, you will effectively lead and manage the team to ensure the highest level of customer care and satisfaction at all time whilst ensuring KPIs are met and exceeded wherever possible whilst undertaking Helpdesk and Switchboard duties via the telephone system.
Due to the nature of the service covering a 24/7 period, you will be required to work a shift pattern: 37.5 hours per week on a shift pattern, covering weekends and evenings / nights to support the service desk team.
The role
- Daily management of a large team who work on a 7 days rota on a shift basis.
- Rota management including scheduling and reorganising staff rotas to accommodate staff absence/changes.
- Ensuring maintenance and licences are up to date on Helpdesk equipment and software.
- Provide accurate reports to management to ensure the service is managed efficiently.
- Collate and present performance data and analyse data to provide effective management information.
- Manage annual leave and sickness absence of the team.
- Act as the first line of escalation for the team to resolve issues, including complaints.
- Coach the team on an individual and group basis as required.
- Responding to complaints on behalf of 2gether Support Solutions.
- Training existing team members and inducting and training any new starters in the team.
The person
- You will have a working knowledge of Helpdesk functions, ideally within the Facilities Management industry.
- Previous experience of effectively leading a team including KPI management experience.
- Strong IT literacy and excellent communication skills, both written and verbally (in person and via telephone).
- Effective problem solving and decision making whilst maintaining a strong customer focus.
- Due to the nature of the Helpdesk service and volume of activity within the team, the ability to deal with emergencies and high pressured situations in a calm and rationale manner is essential.
- Strong stakeholder management skills, both internally (within 2gether Support Solutions) and externally; the customers using the service desk (patients, GP's, emergency services, visitors etc) and the Trust (East Kent Hospital University Trust).
What we offer
- 25 days annual leave + bank holidays with the opportunity also to buy or sell leave.
- Company Pension
- Onsite childcare facilities
- Blink- Staff communications app
- Viv up- Staff discounts & wellbeing platform
- Discounted food in canteen
- Access to the blue light card
We offer discounts and savings that make a difference to you including:
- Discounted travel, accommodation, airport parking, holidays, skiing and travel extras
- Subsidised bus pass
- Health and beauty, gifts, toys, fashion and entertainment
- Training and development opportunities including BICS and functional skills training
Social values are at the core of 2gether Support Solutions. We are committed to fostering a diverse and inclusive workforce that truly represents our local communities. We welcome applications from individuals of all backgrounds, abilities, and experiences. As a Disability Confident employer, we actively encourage and support candidates with disabilities throughout the recruitment process and beyond, ensuring equal opportunities for all.
