Description:
Our Shared Services team deliver specialist processes that have a direct impact on the performance of Network Rail, our customers and suppliers. These services include payroll, recruitment and onboarding, payables, receivables, financial accounting, reporting, controls and compliance, and helpdesk support.
Main Responsibility
- As a people manager you'll be responsible for mentoring and managing colleagues, demonstrating your passion and creativity to deliver a fantastic customer service.
- The team provides a helpdesk service for both internal employees and external suppliers of Network Rail, all of which are our valued customers.
- You will manage a team of Customer Service Advisors who operate a high-volume query management helpdesk and, with your down-to-earth engagement style and a sharp focus on customer needs, you will be able to take this already high performing team to the next level.
- You’ll be a confident at interpreting data to make considered strategic decisions but also confident at making decisions in an operational environment whilst managing stakeholder relations.
- With increased team employee engagement through your purposeful programming, direction and finger to pulse nature you will form great working relationships with your team working through any people or customer issues at ease.
- You’ll spend time measuring our customers satisfaction and striving to improve the service we deliver.
- You will drive initiatives and be the enabler to continuous improvement.
- You’ll amplify and strengthen the culture of our hybrid working environment by driving initiatives, events and processes that further anchor our values and enable team collaboration and connection.
- As the manager of the helpdesk, you be confident at operating a telephony service and will have worked on such platforms in previous roles, such as Solidus, Storm and Oracle systems. You will work with the management team to help structure and develop a new telephony platform and help transition from one system to another. This is something super exciting and rewarding to have such investment and you will join us in making this fantastic progressive change.
The Ideal Candidate
- Strong people manager, experience of managing and engaging 10+ people at ease
- A strong communicator who can drive a high performing culture, empowering our people
- Has worked in a previous role as Helpdesk Manager
- Exceptional customer service professional
- Able to produce, interpret and work comfortably within a KPI driven environment to drive decision making
- Confident at making decisions in a live operational environment, whilst presenting decisions to the team and stakeholders.