Helpdesk Manager

Deliver Exceptional Client & User Resolution:

• Accountable for effective, client-centric resolution of all helpdesk issues, thus ensuring a high level of satisfaction and minimal operational disruption.

Ensure Seamless Operational Planning & Service Reliability:

• Accountable for the meticulous planning, scheduling, and execution of facilities services (e.g., pitch setups, meeting room configurations, hospitality requests), proactively preventing conflicts and guaranteeing consistent adherence to all Service Level Agreements (SLAs).

Cultivate a High-Performing Service Team:

• Accountable for the effective leadership of the helpdesk development and motivation of the helpdesk operation through the reception supervisor team.

Qualifications

Essential Experience & Qualifications:

• Service Excellence Background: Minimum of 2 years dedicated experience in a corporate service helpdesk role, or a similar high-volume service delivery role and demonstrate proficiency with Microsoft Office (Outlook, Word, Excel), including advanced skills in calendar/meeting room booking systems. Managing complex schedules, conflicting demands, and resource allocation to ensure seamless operational flow.

Essential Skills & Competencies

• Exceptional Problem-Solving: A proactive and innovative problem-solver, adept at quickly identifying and resolving complex issues (e.g., calendar booking clashes, client resolutions) with creative "outside-of-the-box" solutions, ensuring minimal disruption and maximum satisfaction.
• Resilience Under Pressure: Proven ability to remain calm, focused, and effective in a demanding, fast-paced environment with a constant flow of requests, confidently triaging and prioritizing tasks to meet tight deadlines.
• Outstanding Communication & Interpersonal Skills: Excellent verbal and written communication, capable of building rapport, managing expectations, and conveying information clearly and professionally at all levels.
• Client-Centric Approach: A deeply customer-focused individual with a natural ability to anticipate and understand client and visitor needs, consistently striving to exceed service expectations.
• Meticulous Attention to Detail: A sharp eye for accuracy and detail, ensuring precision in all tasks from guest registration to calendar management and complaint resolution.
• Organisational Prowess: Strong organisational skills, with the ability to effectively manage multiple calendars, competing requests, and various administrative tasks simultaneously.

Personal Attributes

• Proactive & Motivated: A highly motivated individual who takes initiative, identifies opportunities for improvement, and drives personal and team learning, enthusiastic and positive disposition, eager to take on new challenges and contribute actively to team success.
• Flexible & Adaptable: Willingness and ability to work flexibly in accordance with business needs, including varying shift patterns and supporting the wider Publicis team across different locations.
• Team Player: A collaborative individual who thrives in a team environment while also being capable of working autonomously when required.
• Complaint Resolution & Diplomacy: Ability to handle complaints and challenging situations professionally and empathetically, always maintaining a positive outlook and striving for swift, equitable resolutions.

Additional Information

• This is a full-time, in-office position, Monday to Friday, with working hours from 8am to 5pm.
• Our main office is at the iconic Television Centre (TVC) in White City, London, and the role will also involve travel to our other offices in London.
• We are a Disability Confident Employer and are committed to providing a fair assessment process and are happy to discuss and explore reasonable adjustments during the hiring process. Publicis Groupe UK fosters an inclusive environment through our inspirational Employee Action Groups (EAGs).

Benefits

• We have a comprehensive benefits offering. Our full health and lifestyle benefits package will be shared with you, when you join us. In addition to key benefits like Pension, Life Assurance, Income Protection and Private Medical, some of our other benefits are:
• Annual Leave (25 days plus 8 bank holidays), increasing after 5 years, by 1 day per additional service up to 30 days. Birthday Day Off that can be used in your birthday month and the opportunity to Buy or Sell Holiday at the start on each year.
• Flexible Bank Holidays, you can switch the 2 Easter bank holidays for other days of your choosing. Reflection Days for time away from work to focus on what works best for you. Work your World, after completion of one year, you have the opportunity to work anywhere in the world, where there is a Publicis Groupe office, for up to 6 weeks a year.
• Help@Hand, our lifestyle and wellbeing app that supports you and your family; 24/7 Helpline, Remote GPs, Medical or 2nd Opinion, Mental Health & Wellbeing, Physiotherapy, 1-2-1 Lifestyle Coaching, Nutritional Consultations, Savings & Discounts and lots more.
• Inclusive Policies to support you and your family including enhanced Family Leave, Disability, Carers, Transitioning at Work, Flexible Working, Menopause.
• Local discounts, restaurants & retailers in Westfield White City. Onsite Café with complimentary breakfast, a subsidised lunch menu, and an in-house barista.