Helpdesk Manager

About the Role

To oversee our Operational Helpdesk and Customer Service operation, covering both internal and external customers, clients and Franchise Partners. Ensuring that our customers receive timely, accurate, and satisfactory support from the help desk team. Continual service level review to identify issues effecting Customer Service and Operational efficiencies and working on ways to resolve. 

This is a 6 month FTC position. 

What you'll be Doing:

• Develop and maintain effective relationships with key central functions to ensure alignment and buy in to the various unit operational requirements 


• Key link with the ODs/OMs to capture opportunities to improve operational effectiveness and provide solutions to issues identified  


• Lead the operations helpdesk ensuring quick resolution to issues. (SLA Review conducted Quarterly)  


• Lead the Customer Care Team ensuring all customer contacts are responded to and resolved 


• Ongoing development of the Helpdesk Team 


• Create Period insight into customer trends with a focus on the bottom 10% of units (Reputation) 


• Support ad hoc operational requests and deliver timely solutions 


• Maintaining all Customer Service Platforms used within SSP UK 


• Maintaining the 4me system to ensure units have the correct platform to log issues and seek resolutions.  


• Highlighting negative trends to the Ops Excellence Team 


• Coordinate and implement simplification program – deliver simplification in line with dependencies plan – 100% implementation – Monitor all functions for delivery 


• Build collaborative and joined up relationships across each function 


• Deliver timely operational insight to operational teams to drive improvement in our bottom quartile  


• Provide data across multiple departments to help identify root causes and drive improvement in support levels (4me) 


• Ensuring units have adequate POS for driving customer feedback and best practice techniques for displaying 

To be Successful in this role you will need:

Essesential:

• Good knowledge of unit operation


• High level of impact and influence


• Excellent written & verbal skills


• Good communicator at all levels


• Ability to work at pace and under pressure


• High level coaching skills


• Experience in copywriting and event management


• Exceptional customer service skills

Desirable:

• Experience In the food service industry


• Good multi brand knowledge


• Deliver to tight time scales


• Social media trained

Why join SSP?
At SSP, we’re passionate about creating places people want to be - whether that’s for our customers, our partners or our colleagues.When you join us, you’ll be part of a business where commercial thinking, collaboration and ownership really matter, and where your work can make a visible difference.We offer:Employee discounts across our brandsFriends and Family Discount AppAward-winning training, apprenticeships and development programmesHealth and wellbeing supportHybrid working with flexibility to support work–life balanceAn inclusive and diverse workplace, with employee networks and communities

Ready to join us?
If you’re excited by the opportunity to shape commercial performance in a key market, work closely with senior leaders and turn insight into action, we’d love to hear from you.

Start the best part of the journey with us.

At SSP, we value diversity and are committed to building a team that reflects a wide range of backgrounds, skills and perspectives.

#LI-HH1