At a Glance
- Tasks: Lead a dynamic team in a fast-paced helpdesk environment and ensure top-notch service delivery.
- Company: Join a forward-thinking company committed to excellence and inclusivity.
- Benefits: Competitive salary, supportive work culture, and opportunities for personal growth.
- Other info: Embrace a role that values diversity and promotes a safe working environment.
- Why this job: Make a real impact by leading a team and enhancing customer satisfaction.
- Qualifications: 3+ years in contact centre leadership with strong communication and coaching skills.
The predicted salary is between 29000 - 32000 £ per year.
We are seeking an experienced Helpdesk Team Leader to oversee the daily operations of the Command Centre. The successful candidate will ensure full compliance with policies and procedures, deliver contractual and quality KPIs, and provide effective leadership, coaching, and development to a team of administrators and schedulers.
Key Responsibilities
- Deputise for the Operations Manager when required.
- Act as the first point of escalation for all helpdesk-related queries.
- Support operators and schedulers with workload management.
- Monitor and manage workloads to ensure tasks are completed within required timescales.
- Deliver and support regular training, coaching, and development activities.
- Conduct monthly 1:1s and quarterly PDRs, documenting all actions and development needs.
- Maintain accurate processes and identify opportunities for improvement.
- Support the rollout of new procedures and operational changes.
- Assist with recruitment within the Command Centre.
- Build strong customer relationships and ensure high levels of satisfaction.
- Promote a safe working environment and uphold Sodexo’s values, policies, and ethical standards.
Requirements
- Minimum 3 years’ experience in a Contact Centre or Service Centre environment.
- Proven experience in team leadership and people management.
- Ability to lead effectively in a fast-paced, changing environment.
- Strong customer focus and excellent communication skills.
- Demonstrated ability to coach, develop, and motivate teams.
- Advanced proficiency in Microsoft Excel and Word.
- Strong analytical, organisational, and decision-making skills.
- High attention to detail and commitment to service excellence.
- Ability to build strong relationships and influence stakeholders.
- Experience improving business processes and working to safety standards.
- Self-motivated, professional, and results-driven.
We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations. We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the job.
Command Centre Team Leader in Eccles employer: Career Choices Dewis Gyrfa Ltd
At our Salford location, we pride ourselves on being an excellent employer that values leadership and employee development. With a strong commitment to fostering a supportive work culture, we offer comprehensive training and growth opportunities, ensuring that our team members thrive in their roles. Join us to be part of a dynamic environment where your contributions are recognised, and you can make a meaningful impact while upholding our values of inclusivity and excellence.
Contact Details:
Career Choices Dewis Gyrfa Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Command Centre Team Leader in Eccles
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Command Centre Team Leader role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research common questions for team leadership roles and practice your answers. We recommend using the STAR method (Situation, Task, Action, Result) to structure your responses. It’ll help you shine when discussing your experience!
✨Tip Number 3
Show off your skills! Bring along examples of how you've improved processes or led teams in the past. Use specific metrics if you can – numbers speak volumes and show you mean business!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Command Centre Team Leader in Eccles
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Command Centre Team Leader role. Highlight your experience in team leadership and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've led teams and improved processes in previous positions. We love a good story!
Show Off Your Skills:Don’t forget to showcase your advanced proficiency in Microsoft Excel and Word. If you have any analytical or organisational achievements, make sure to include them. We’re looking for someone who can hit the ground running!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better. Plus, it shows you’re keen on joining our awesome team!
How to prepare for a job interview at Career Choices Dewis Gyrfa Ltd
✨Know Your Stuff
Make sure you’re familiar with the key responsibilities of a Helpdesk Team Leader. Brush up on your knowledge of compliance, KPIs, and team management strategies. Being able to discuss these topics confidently will show that you’re serious about the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you’ve coached or developed team members, and be ready to share these stories during the interview. This will demonstrate your ability to lead effectively in a fast-paced environment.
✨Customer Focus is Key
Since building strong customer relationships is crucial, think of instances where you’ve gone above and beyond for customers. Be prepared to discuss how you ensure high levels of satisfaction and how you handle escalations. This will highlight your strong customer focus.
✨Be Ready for Process Improvement Questions
Expect questions about how you’ve improved business processes in previous roles. Have a few examples ready that showcase your analytical skills and attention to detail. This will show that you’re proactive and committed to service excellence.
