Contact Centre Manager

Title: Contact Centre Manager

The role of the Helpdesk Manager (HM) is to manage all elements of the 24/7/365 Operational Helpdesk. They will be responsible for having an excellent understanding of the Client, its vision, and the critical service they deliver to the Public. Overall responsibility includes the Helpdesk operations within the National Service Hub, Swindon office, and any remote (working from home) team.

The Helpdesk Manager will take ownership of the service delivered by the Helpdesk team, ensure their performance, and set them up for success through strong, consistent leadership. They will be the main point of escalation for the Assistant Helpdesk Manager, leading by example and building a collaborative relationship with all key stakeholders and peers within the business.

As a key contact for members of the Client, the Helpdesk Manager will regularly lead a combination of conference calls and meetings with the Client, supply chain, and Senior Managers, reporting on performance, continuous improvement initiatives, and innovation.