Maintenance Helpdesk Manager Review

I currently manage a team of 10 Helpdesk Advisors that are responsible for the reactive maintenance within our estate. My day to day involves coaching and mentoring my team to provide an efficient and professional service to our pub operators whilst managing and adapting processes to ensure repair volumes are controlled.

Absolutely, my apprenticeship learnings have helped me build knowledge which has given me confidence to step out of my comfort zone. I have improved my organisational skills, my resilience, my ability to adapt and evolve processes to improve efficiencies for my team and the business. It has also helped me improve my communication skills and I actively seek connections in and outside the business.

The programme is fully applicable to my day to day role, I am 1 year into a 3 year programme and all modules completed so far have taught me something knew that I have been actively able to apply to my role. The assignments are practical based meaning I get to apply the theory covered to Marston's which is really helping me understand the bigger picture and where I contribute.

Very, the workload to start with felt intense but the way it is structured helps. You have the flexibility to learn within your own time through iLearn and the bi weekly workshops provide added detail, assignments are connected to the business making it easier to absorb and apply. The regular coaching and tripartite meetings are brilliant to help bring all this together and ensure all learning is on target and meeting your needs. My coach has been an incredible support so far.

I am supported by Marston's in many ways. Firstly, by the L&D team and HR for allowing me the opportunity and for the additional support they have offered so far when needed whether that's research for assignments or understanding support available. My line manager has been incredible in motivating me, coaching me and mentoring me. She is never too busy to listen or understand what I am working on or towards and seeks ways to help expose me to new opportunities to build on my KSBs.

My coach goes above and beyond. Whether that is signposting me to areas of Arden that may support, highlighting upcoming opportunities or webinars that may be useful, helping keep on top of OTJ logs and portfolio creation. Nothing is too much trouble.

I am only 1 year into the programme and already see the results. My last 2 performance reviews have been my best to date and I am consistently seeing my day to day role evolve as I am exposed to new opportunities.

Yes, Marston's has several networks available to join. I am actively part of the Social Network and I am looking to join the Inclusion task force later this year. IN addition, I also participate in an annual dragon boat race where we race funds for Marston's charitable foundation.

Yes

Come as you are is our strap line and they embrace this. I have spent 12 years with the business and have seen so much growth and opportunity in this time. Their culture and commitment to developing their employees is excellent.

Be your true authentic self. Marston's buys into people and if you don't currently have the full qualifications or skillset needed for the role, exceptions can be made for the right candidate. Hospitality is such a varied industry and offers so many opportunities.