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Help Desk Supervisor
Location: This role will be primarily based at our Botanica Ditton Park site. We are planning to relocate to Botanica Ditton Park from January 2027. Until then, the role will be based at our current Farnborough office.
Siemens Smart Infrastructure - Buildings helps create safe, sustainable and energy-efficient buildings through innovative building technologies, services and solutions. We're seeking a Supervisor to lead our Customer Service Support Office team, ensuring the delivery of excellent customer service and operational performance across our UK service business. Working closely with the Head of Service, you'll drive team performance, oversee key service administration activities and champion continuous improvement to deliver against customer expectations and business objectives.
Key Responsibilities
- Lead, coach and develop the CSSO team, driving high performance, engagement and a culture of accountability, continuous improvement and excellent customer service.
- Manage team performance, workload planning, attendance and resources to ensure service levels and operational priorities are consistently achieved.
- Monitor and improve performance against key operational KPIs, using data and reporting to identify trends, drive improvements and support business objectives.
- Act as the escalation point for operational and customer service issues, ensuring effective resolution and a positive customer experience.
- Collaborate with Service Managers, Engineers, Sales teams and customers to support service delivery, account performance and operational goals.
- Oversee service administration activities, including engineer scheduling and dispatch, maintenance planning, invoicing, quotations and service documentation.
- Ensure procurement, contract administration and operational processes are managed effectively and in line with company policies and governance requirements.
- Support compliance, health & safety and RAMS activities, promoting a strong culture of safety, risk management and operational excellence.
- Identify and implement process improvements, supporting change initiatives, new systems and operational efficiencies across the function.
- Produce performance reports and operational updates for senior leadership, providing insight and recommendations for continuous improvement.
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About You:
We're looking for a collaborative and results-driven leader with a passion for customer service excellence. You'll be an effective coach and communicator, able to inspire high performance, build strong stakeholder relationships and drive continuous improvement. With a proactive and adaptable approach, you'll thrive in a fast-paced environment while maintaining a strong focus on quality, efficiency and customer satisfaction.
- Proven experience leading and developing teams within a service operations, facilities management, engineering support or similar operational environment.
- Demonstrable experience managing performance against KPIs, service levels and operational targets.
- Strong leadership, coaching and people management skills, with the ability to drive engagement and performance.
- Experience managing operational workflows, service administration processes and competing priorities within a fast-paced environment.
- Strong analytical, planning and organisational skills, with the ability to identify trends and implement improvements.
- Excellent communication and stakeholder management skills, with the ability to build effective relationships with customers and colleagues at all levels.
- Proficient in Microsoft Office, particularly Excel, Word, Outlook and PowerPoint.
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Desirable Skills & Experience
- Experience within Fire & Security, Facilities Management, Building Services, Engineering Services or a similar service-led environment.
- Understanding of health & safety compliance, including RAMS, permits and related governance processes.
- Experience with service management, scheduling, workforce management or invoicing systems.
- Knowledge of SLA management, customer reporting and strategic account support.
- Understanding of procurement and goods receipting processes.
What can we offer?
- Performance-Based Bonus: Enjoy an annual bonus linked to the company's performance
- Flexible Working Hours: Achieve a healthy work-life balance with our flexible working arrangements
- Pension Plan: Secure your future with our generous pension scheme, with employer contributions up to 10%.
- Time Off: Recharge and rejuvenate with 26 days of annual leave (plus bank holidays), and the option to buy or sell an additional 5 days!
We are fully committed to providing equal opportunities and building an inclusive workplace where a broad range of backgrounds and perspectives thrive. We embrace the many ways people think, learn, and experience the world—because we know that diverse minds drive innovation. So that we can support you to be your best during the application and interview process, please let us know if you have any specific requirements.
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