Blue Arrow is looking for a help desk team leader who will be able to work for our client.See below all the details:Job Title : Help Desk Team LeaderWorthing, BN13 3NY Start Time: 08:00 End Time: 17:00 Pay Rate: 18.38 Key Tasks &amp; Responsibilities: - Team supervision: Manage and supervise the helpdesk staff - ensuring coverage performance, training and adherence to service standards. Monitor team performance. - Managing service requests: Oversee logging and triaging of calls, walk-ins. Use CAFM Planon system to dispatch tasks and maintain structured workflows. - Quality &amp; Metrics: Monitor SLA/KPI (Balanced Score Card), compliance, handling of complaints and prepare operational reports. Manage sub-contractor inbox for updates and job closures. - WIP (Work In Progress): Manage WIP for timely billing of chargeable works. Ensure SOR (Schedule of Rates) are correct and ready for application of payment. - Jeopardy Management: Provide jeopardy management reports for your team and the Operation and Regional managers. - Customer service: Deliver high standards of responsiveness and professionalism, presenting a constant &amp; trustworthy image to internal and external customers. - Collaboration: Liaise with multi-trade technicians, regional managers, and contractors to coordinate service delivery and maintenance tasks. Essential: * Proven experience in a helpdesk, service desk, or facilities coordination role, ideally within FM, utilities, or a similar service-driven environment * Previous experience in a supervisory or team leader position, with responsibility for staff performance, development, and workload management * Strong knowledge of CAFM systems (e.g., Planon, Maximo, Concept, or similar) and the ability to manage service requests effectively * Demonstrable track record of meeting KPIs and SLAs in a customer-focused environment * Excellent communication and interpersonal skills, with the ability to engage confidently with clients, engineers, contractors, and stakeholders at all levels * Strong organisational and problem-solving skills, with the ability to prioritise competing demands in a fast-paced environment * Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) and other digital collaboration tools * Understanding of health, safety, and compliance requirements relevant to facilities and service delivery * Ability to analyse service performance data and contribute to continuous improvement initiatives * Flexibility to adapt to changing priorities and client needs while maintaining service quality Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

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