AMS PSR

On behalf of Network Rail, we are looking for a Helpdesk Team Manager for a 6 month hybrid contract based at Square 1, Manchester.

This role is on a shift pattern and candidates need to be available for work from 8am-8pm.

Network Rail is at the heart of revitalising Britain’s railway. From Crossrail – Europe’s largest civil engineering project – to investment in world-class stations and major programmes of electrification, we are involved in some of the most ambitious and diverse ventures that this country has ever seen. We at Network Rail are dedicated to becoming one of Britain's best employers and believe this starts with placing the candidate at the heart of everything we do!

As a Helpdesk Team Manager , your main responsibilities will be:

• Manage a team of helpdesk customer advisors within the shared service call centre operating high volume queries in relation to payroll, recruitment, payables and personal protective equipment

• Manage the helpdesk team by maximising individual employee performance. Set, monitor and assess individuals against SMART objectives to drive employee and team performance. Support team member development through regular coaching and balanced feedback; encouraging team members to have a training and career development plan

• Manage a team to operate a high volume query management resolution team to deliver quality customer service to a large customer base. Develop / continually improve relations with key stakeholders, define and embed a customer centric culture where all team members consider the impact on customers and their future requirements

Essential: 

• Have a passion for our customers with proven experience of providing exceptional customer focus, engagement and stakeholder management skills

• Proven analytical skills; ability to produce, interpret and work comfortably with management information in a KPI driven environment

• Experience managing, leading and motivating large multi-disciplined teams

Desirable:

• Exceptional experience of KPI turnaround from underperforming to performing exceptionally

• ORACLE eBusiness Suite experience

• Experience in LEAN or equivalent

Please be aware that this role can only be worked within the UK and not Overseas.

Network Rail is an equal opportunity employer and values diversity. They welcome applications from everyone.

Disability Confident

As a member of the Disability Confident Scheme, Network Rail guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

Armed Forces Covenant

Network Rail guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".