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- Tasks: Lead a dynamic helpdesk team to deliver top-notch customer service and efficient task management.
- Company: Join a global facilities management organisation with a focus on teamwork and innovation.
- Benefits: Enjoy a competitive salary, generous leave, pension scheme, and growth opportunities.
- Why this job: Make a real impact by leading a team that supports clients and resolves issues effectively.
- Qualifications: Experience in helpdesk leadership and strong communication skills are essential.
- Other info: Work in a fast-paced environment with plenty of training and development opportunities.
The predicted salary is between 30000 - 42000 £ per year.
FM Helpdesk Team Leader - Deansgate, Manchester - Global Facilities Management Organisation
CBW Staffing Solutions are recruiting for an experienced Helpdesk Team Leader who will be responsible for overseeing the daily operations of the helpdesk team, ensuring high levels of customer service, prompt response times and efficient allocation of tasks. You will play a pivotal role in leading a team of coordinators and agents who support clients and internal stakeholders with reactive maintenance requests, service logging and job tracking.
Package:
- Competitive salary of £30,000 per annum (depending on experience)
- Core hours are Monday - Friday (40 hours per week)
- 25 days annual leave plus bank holidays
- Generous workplace pension scheme
- Training, development & progression opportunities
Responsibilities:
- Lead, coach and motivate the helpdesk team to deliver exceptional service
- Act as the main point of contact for escalations, queries, and performance issues
- Monitor and manage workload distribution and ensure all SLAs/KPIs are met
- Support the implementation of helpdesk processes and system improvements
- Prepare and deliver performance reports to management
- Liaise with clients, contractors and internal departments to ensure effective communication and issue resolution
- Conduct regular 1-1s, appraisals and training sessions for team development
Requirements:
- Proven experience in a similar helpdesk or customer service leadership role, ideally within the Facilities Management sector
- Strong understanding of CAFM systems (e.g., Concept, Planon, or similar)
- Excellent communication, interpersonal and organisational skills
- Ability to remain calm under pressure and manage competing priorities
- Strong problem-solving skills and a proactive approach to service delivery
- Competent in MS Office and helpdesk reporting tools
Interested? Apply with an up to date CV or contact Aaron Rutter at CBW Staffing Solutions.
Facilities Helpdesk Team Leader in Manchester employer: CBW Staffing Solutions
Contact Detail:
CBW Staffing Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Facilities Helpdesk Team Leader in Manchester
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the organisation's values and work environment. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your experience aligns with the role of Helpdesk Team Leader, especially your leadership skills and customer service expertise.
✨Tip Number 3
Show off your problem-solving skills! Be ready to share specific examples of how you've tackled challenges in previous roles. This is key for a position like this where you'll need to manage escalations and ensure smooth operations.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Facilities Helpdesk Team Leader in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience in helpdesk or customer service roles, especially within Facilities Management.
Showcase Your Communication Skills: Since this role involves liaising with clients and internal teams, emphasise your excellent communication and interpersonal skills. Use examples that demonstrate how you've effectively resolved issues in the past.
Be Specific About Your Experience: When detailing your previous roles, be specific about your experience with CAFM systems and any relevant tools. Mention how you’ve managed workloads and met SLAs/KPIs to show you’re a great fit for the position.
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 you on board with our team!
How to prepare for a job interview at CBW Staffing Solutions
✨Know Your Stuff
Make sure you brush up on your knowledge of CAFM systems and the specific tools mentioned in the job description. Being able to discuss your experience with these systems will show that you're not just a good fit for the role, but that you understand the technical side of things.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about times when you motivated your team, resolved conflicts, or improved processes. This will help demonstrate your capability to lead the helpdesk team effectively.
✨Communication is Key
Since this role involves liaising with clients and internal departments, practice articulating your thoughts clearly. You might even want to prepare a few scenarios where effective communication made a difference in your previous roles.
✨Be Ready for Problem-Solving Questions
Expect questions that assess your problem-solving skills. Prepare to discuss specific challenges you've faced in a helpdesk environment and how you approached them. This will highlight your proactive approach to service delivery.
