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Command Centre Manager / Service Centre Manager / Call Centre Manager

Please Note: The application deadline for this job has now passed.

Job Introduction

Currently have a great opportunity available for a Command Centre Manager / Head of Service Desk role available within Sodexo. We are centralising all UK&I Service Desk operations.  The command centre Manager will be responsible for the overall leadership and management of the Command Centre (Facilities Management) Desk in Leeds.

You will manage a business that deals with high volumes of front line customer contact. This role is the senior contact for all internal and external clients in relation to the service desk activities and is ultimately accountable for the achievement of relevant KPIs; quality of service delivery and responsible for people and budget management and, where applicable, P&L.

The service desk operation is 24/7/365. You will be responsible for 3 direct reports (Customer Service Managers and Resource Analyst) and a wider team of circa 80 service centre operatives.

 

Role Responsibility

  • Ensure the day to day performance of all customer facing service desks are achieving expected SLA’s.
  • Be aware and in control of any issues affecting multiple customers and ensure these incidents are managed through to resolution.
  • Ensure that all service operations service desks are appropriately resourced and managed effectively.
  • Monthly Service Reporting; collating accurate statistics from the service desk to rate service delivery.  Reviewing and analysing management information with the customer service managers to identify areas of improvement, across all areas of the business; to improve performance.   
  • Development benchmarking systems to ensure on-going objective development of Sodexo performance/efficiencies. 
  • Drive excellence in operational delivery to new and existing clients to maximise efficiencies and effectiveness.  The post holder will be expected to frequently review operational processes and to seek and implement new and improved ways of working and to communicate these to the wider Command Centre teams and the Account stakeholders.
  • To provide support and mentoring for direct reports and, where applicable, the wider team, guiding and developing their careers. Conduct monthly 1-1s and quarterly PDRs, ensuring all actions, development and training needs are documented

The Ideal Candidate

Essential skills

  • Strong leadership and management experience in a similar customer facing environment, with experience in 1st, 2nd and 3rd line roles
  • Proven experience of working within a commercial and business development environment, including change management
  • Knowledge of market leading technology and models in relation to the services provided.
  • Clear understanding of how to design and develop operating policies and procedures
  • Ability to establish and maintain good working relationships at all levels
  • Excellent communication, presentation and facilitation skills
  • Ability to identify and implement strategies to improve quality of service, productivity and profitability
  • Experience of working within an IiP framework.
  • Ideally Graduate calibre or a minimum of 5 years’ experience in management within a Contact Centre / Service Centre environment.

Desirable

  • Qualification within the Customer Services environment/field
  • Membership of a relevant professional body
  • Analytical and data management skills
 

About the Company

In the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business

Sodexo and our clients are committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland.

Sodexo

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