At a Glance
- Tasks: Lead a dynamic helpdesk team and ensure top-notch service delivery.
- Company: Join a forward-thinking company committed to excellence and inclusivity.
- Benefits: Competitive salary, supportive environment, and opportunities for personal growth.
- Other info: Embrace a culture of development and support for all abilities.
- Why this job: Make a real impact by leading a team and enhancing customer satisfaction.
- Qualifications: 3+ years in a contact centre with proven leadership skills.
The predicted salary is between 29000 - 32000 £ per year.
Helpdesk Team Leader Location: 310 Broadway, Salford, M50 2UE
Salary: £29000 - £32000 depending on experience
Working hours: 40 hours per week – Monday to Sunday 5 days over 7 – (07:00 – 19:00hrs)
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.
- 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.
Service Desk Team Lead in Eccles employer: Career Choices Dewis Gyrfa Ltd
At our Salford location, we pride ourselves on fostering a supportive and inclusive work culture that prioritises employee development and well-being. As a Service Desk Team Lead, you will benefit from comprehensive training opportunities, a commitment to work-life balance, and the chance to make a meaningful impact within a dynamic team. Join us in promoting excellence and innovation while enjoying the advantages of being part of a Disability Confident Leader employer.
Contact Details:
Career Choices Dewis Gyrfa Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Lead 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 Service Desk Team Lead 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! If you’ve got advanced proficiency in Microsoft Excel and Word, make sure to highlight that during interviews. Bring examples of how you've used these tools to improve processes or manage workloads effectively.
✨Tip Number 4
Don’t forget to apply through our website! We’re always looking for talented individuals like you. Plus, it’s a great way to ensure your application gets seen by the right people. So, what are you waiting for? Get applying!
We think you need these skills to ace Service Desk Team Lead in Eccles
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Team Lead 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 the role and how your past experiences align with our needs. Don’t forget to show off your passion for customer service and team development!
Showcase Your Achievements:When detailing your work history, focus on your achievements rather than just duties. We love to see numbers and results, so if you've improved KPIs or led successful projects, make sure to include those details!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at StudySmarter!
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 listed in the job description. Brush up on your knowledge of helpdesk operations, team leadership, and customer service excellence. Being able to discuss specific examples from your experience will show that you’re the right fit for the role.
✨Showcase Your Leadership Skills
Prepare to talk about your previous experiences in leading teams. Think of situations where you’ve successfully coached or developed team members. Highlight how you’ve managed workloads and improved processes, as this will resonate well with what they’re looking for.
✨Demonstrate Your Customer Focus
Be ready to share examples of how you’ve built strong relationships with customers in the past. Discuss any strategies you’ve implemented to ensure high levels of satisfaction. This will show that you understand the importance of customer service in a helpdesk environment.
✨Ask Insightful Questions
Prepare some thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, training opportunities, or how success is measured in the role. This not only shows your interest but also helps you gauge if the company is the right fit for you.
