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- Tasks: Lead and train a dynamic Helpdesk team to deliver top-notch customer service.
- Company: Join March, the UK's leading provider of critical engineering services across various industries.
- Benefits: Enjoy a competitive salary, career development, and a focus on employee wellbeing.
- Why this job: Be part of a supportive culture that values diversity and offers impactful work experiences.
- Qualifications: Previous experience in a fast-paced Helpdesk environment and excellent customer service skills required.
- Other info: We are an equal opportunity employer committed to inclusivity and reasonable accommodations.
The predicted salary is between 36000 - 60000 £ per year.
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We are March the UKs leading provider of critical engineering services. Our expertise as a multi-disciplinary engineering partner across infrastructure, process and digital services has led to long term partnerships with leading organisations in everything from food and drink and utilities to high-security industries such as defence, aerospace and nuclear.
We are currently seeking to employ a Helpdesk Team Leader who will assist in leading the team with training, call handling, resource planning and statutory compliance monitoring across all contracts within the Facilities Services division.
Key Responsibilities
- Train and refresh our existing team and any new employees in the processes across all contracts.
- Organise and lead our Helpdesk team to deliver excellent customer service.
- Proactively monitor our customers work order progression through to completion within the required SLAs.
- Respond to client queries and escalations within a timely manner with clear and concise updates on progression of works.
- Oversee all planned maintenance activities across all contracts ensuring all wors are allocated and completed by our engineering team and specialist sub-contractors.
- Assist in logging of reactive jobs accurately and efficiently via telephone and email.
- Uploading of client PPM yearly planners to our CAFM system.
- Utilise internal and external reports and dashboards to drive performance, whilst assisting everyone to me our contractual KPIs.
- Generation of purchase orders (Subcontractor, materials).
- Undertake relevant administration tasks as required by the business.
- Liaise with our engineering resource and Contract Managers to ensure efficient planning and service delivery of all tasks.
Skills And Experience
- Experience and knowledge of working within SLAs and KPIs.
- Previous experience of planning and scheduling planned and reactive tasks for a mobile workforce.
- Good attention to detail including high level of accuracy.
- Ability to prioritise and communicate effectively.
- Excellent organisational and communication skills.
Specific Qualifications
- Previous experience of organising, leading or overseeing a Helpdesk or similar fast paced environment.
- Excellent customer service skills.
- Experience with Microsoft packages.
What we offer
- A competitive salary and benefits package appropriate to this position
- An employer who values the ongoing wellbeing of its employees
- Career development within a successful and growing business
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Customer Service
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Industries
Administrative and Support Services
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Helpdesk Team Leader employer: March
Contact Detail:
March Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Team Leader
✨Tip Number 1
Familiarise yourself with the specific SLAs and KPIs relevant to the Helpdesk Team Leader role. Understanding these metrics will not only help you in the interview but also demonstrate your commitment to meeting performance standards.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully trained or led a team in a fast-paced environment. This will highlight your ability to manage and motivate a team effectively.
✨Tip Number 3
Research MARCH and their approach to customer service. Being able to discuss their values and how you align with them during your conversation can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience with Microsoft packages, especially any tools that relate to scheduling and planning. Being able to articulate your proficiency will reassure the hiring team of your technical capabilities.
We think you need these skills to ace Helpdesk Team Leader
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Helpdesk Team Leader position. Tailor your application to highlight relevant experience in training, call handling, and resource planning.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous experience in leading a helpdesk or similar environment. Mention specific examples of how you've successfully managed teams, improved customer service, or met SLAs and KPIs.
Showcase Your Skills: Make sure to showcase your organisational and communication skills in your application. Provide examples of how you've effectively prioritised tasks and communicated with clients or team members in past roles.
Craft a Strong Cover Letter: Write a compelling cover letter that not only outlines your qualifications but also expresses your enthusiasm for the role at MARCH. Explain why you're a great fit for their team and how you can contribute to their success.
How to prepare for a job interview at March
✨Showcase Your Leadership Skills
As a Helpdesk Team Leader, demonstrating your leadership abilities is crucial. Be prepared to discuss your experience in training and managing teams, and provide examples of how you've successfully led a team in a fast-paced environment.
✨Understand SLAs and KPIs
Familiarise yourself with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) relevant to the role. Be ready to explain how you have previously ensured compliance with these metrics and how you can drive performance in this new position.
✨Emphasise Customer Service Excellence
Since the role involves delivering excellent customer service, prepare to share specific instances where you've resolved client queries effectively. Highlight your communication skills and ability to provide clear updates on work progress.
✨Demonstrate Organisational Skills
The job requires strong organisational skills for planning and scheduling tasks. Be ready to discuss your methods for prioritising workloads and ensuring that all jobs are completed efficiently, especially in a mobile workforce setting.
