Helpdesk & Portering Manager - Healthcare Facilities

We are currently working with a leading Facilities Service provider to recruit a Helpdesk & Portering Manager to lead the teams in a large Healthcare environment in Oxford Summary of Role: Day to day responsibility for ensuring that the 'Portering Service' and 'Helpdesk service' delivery to the Hospital are maintained within contractual parameters and budget as set. Key Responsibilities/Accountabilities Ensuring Helpdesk Overall Performance for calls are answered within the KPI - 97% of all calls within 8 rings of the telephone, respond to electronic (email) requests within 5 minutes of receipt into the HD Mailbox Creation of Weekly/Monthly Performance Data, conducting trend analysis, Proactively manage all Service Requests and Tasks, obtaining accurate information from all Services Team (Housekeeping, Hard FM, Porters), ensure they are passed on to the appropriate department, monitoring and recording progress in dealing with them Dealing with client representatives such as Trust/Client Management Team, Clinical Leads, All NHS Trust Staff and All Management. Ensure all contacts are handled in a professional manner Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments, using the CAFM system Ensuring all HR and staff management is carried out and followed, such as absence, lateness, adherence Work from daily reports provided to ensure job are attended and completed within SLAs to minimize any overdue works, to ensure there is a fair distribution of work load to all Work from daily reports provided to ensure job are attended and completed within SLAs to minimize any overdue works, to ensure there is a fair distribution of work load, to all Services Team (Housekeeping, Hard FM, Porters) Quality checking Helpdesk Call answering/CAFM Task creations on a Monthly basis, providing feedback, and additional training as necessary Provide full support and all training requirements to the Helpdesk and Portering function, any new starters on an ongoing basis. Ensure all training material is kept up-to-date, in line with Industry Standards, ISO9001 Ability to create and manage Staff Rota, ensuring all shifts are covered, shift patterns are adhered to at all times. Provide cover, and solutions to all staff absenteeism, whether that is planned or unplanned.Candidate requirements: Manager/Team Leader/Supervisor Experience Essential, with proven Track Record of Managing a successful Team Experience of working in a Call Centre or Similar Environment Sound Knowledge of CAFM Systems Accurate Record Keeping Able to build Professional Relationships, at all levels, both internally and externally Be able to work under pressure and prioritise workload accordingly Strong IT skills Knowledge of Microsoft Office Educated to a High Standard Problem-Solving - able to handle complex enquiries Having a strong focus on FM / Property support in the FM environment Ideally experience from within a healthcare/NHS environment Anderselite Ltd operates as both an Employment Agency and Employment Business. Our non-discrimination policy can be viewed on our website at