Overview

Salary: Up to £26,000 per annum

Shift hours: Permanent

KEY ACCOUNTABILITIES
• To ensure performance is managed in relation to demand. Aligning staff to peak periods to
cover inbox and telephony traffic where required.
• Delivers effective 121’s with staff members to ensure that performance and quality issues are
addressed accordingly. Action plans produced, staff performance output and support
provided, ALL recorded accordingly.
• Identify/deliver training to staff where necessary and identify knowledge gaps with the
appropriate actions required to improve performance further i.e. individual training plans.
• To be the first point of contact for escalations relating to the Helpdesk/Control Room
operations. Identifying root cause of issues and the required corrective actions to mitigate
reoccurrence.
• To manage staff (including Security Control Room (SCR) Operatives) in relation to company
processes and policies. This includes annual leave management, sickness recording,
conducting return to work meetings and all procedural meetings.
• Focus on continuous improvement of processes to drive performance and improve the
efficiency of the FM Helpdesk Operations.
• To Support the Head of Operations in the delivery of the business performance management
agenda and operational objectives.
• To be fully conversant with the content of all AI’s and SOPs and to keep all AIs SOPs and Risk
Assessments updated and relevant.
• Management of Security Guarding practices during the Out of Hours service, ensuring
guards are conversant in Identification and escalation of physical security risks.
• Assisting in the management of incidents and/or crisis situations, including providing
recommendations for enhanced security measures as appropriate.
• Providing support to staff when dealing with the local authorities, particularly for incidents
that have occurred on site.
• All other reasonable requests from the client and/or Strategic Account Manager.

Liaise and work closely with the site FM to support and coordinate annual Fire Evacuation,
Internal Assembly and Live Security Exercise.

  • Ensure performance is managed in relation to demand. Monitoring incoming calls and email requests to align staff to peak periods to cover inbox and telephony traffic where required.
  • Be the first point of contact for escalations relating to the Helpdesk/Control Room operations. Identifying root cause of issues and the required corrective actions to mitigate reoccurrence.
  • Manage staff (including Security Control Room (SCR) Operatives) in relation to company processes and policies. This includes annual leave management, sickness recording, conducting return to work meetings and all procedural meetings.
  • Conduct monthly performance reviews and deliver effective 121’s with staff members to ensure that performance and quality issues are addressed accordingly. Action plans produced, staff performance output and support provided, ALL recorded accordingly.
  • Identify/deliver training to staff where necessary and identify knowledge gaps with the appropriate actions required to improve performance further i.e. individual training plans.
  • Focus on continuous improvement of processes to drive performance and improve the efficiency of the FM Helpdesk Operations.
  • Support the Head of Operations in the delivery of the business performance management agenda and operational objectives.
  • Develop strong internal stakeholder relationships to support the contract teams across the wider Compass business and expand the scope of Helpdesk & Control Room services.

PERSON SPECIFICATION
Essential
• Minimum of 2 years people management experience
• Demonstrable experience in delivering in a high performing operation
• Demonstrable skills in data/MI production and analysis
• Stakeholder management experience (Internal and External) and strong communication skills
• Professional approach and a positive ‘can-do’ attitude
• Operationally focussed with ability to resolve issues in a prompt manner, adhering to process
and compliance requirements
• Possess strong IT skills
• Ability to coach and deliver feedback with confidence

Desirable
• Have experience working within a service delivery or contact centre environment
• Familiarity with planning, scheduling and real-time monitoring
• Ability to coach and deliver feedback with confidence
• Continuously pursue high standards, embraces change, recognise improvement opportunities
and learn from experience.
The successful candidate will be required to have Enhanced Security Checks and must be flexible

Reference: compass/TP/52302235/LG

Location: Birmingham