At a Glance
- Tasks: Lead a dynamic helpdesk team and ensure top-notch service delivery.
- Company: Join a forward-thinking company committed to inclusivity and excellence.
- Benefits: Competitive salary, supportive environment, and opportunities for personal growth.
- Other info: Embrace a culture of diversity and continuous improvement.
- Why this job: Make a real difference by leading a team and enhancing customer satisfaction.
- Qualifications: 3+ years in contact centre leadership with strong communication skills.
The predicted salary is between 32000 - 34000 £ per year.
- Helpdesk Team Leader
- Working hours: 40 hours per week
- Overview
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.
- Equal Opportunity and EEO Statements
We’re an inclusive workplace where everyone is welcome and can be their best selves.
We recognise that we’re on a journey with regards to diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds.
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.
Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).
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Helpdesk Team Leader in Manchester employer: Career Choices Dewis Gyrfa Ltd
Career Choices Dewis Gyrfa Ltd is an exceptional employer that champions innovation and strategic growth within a collaborative environment. Employees benefit from a strong focus on professional development, competitive remuneration, and the opportunity to make a significant impact in the European market. With a commitment to fostering high-value partnerships, this role offers a unique chance to thrive in a dynamic and supportive workplace.
Contact Details:
Career Choices Dewis Gyrfa Ltd Recruitment Team
