At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer service and exceed targets.
- Company: Join a leading organisation in Glasgow with a focus on growth and development.
- Benefits: Enjoy a competitive salary, great benefits, and a supportive work environment.
- Other info: Opportunity for career advancement in a vibrant and collaborative setting.
- Why this job: Make a real impact by leading a passionate team and enhancing customer satisfaction.
- Qualifications: GCSEs required; NVQ Level 3 in Customer Service preferred.
The predicted salary is between 29214 - 29214 £ per year.
Location: Glasgow Head Office
Contract: Permanent
Working Pattern: 5/7 Days, 2 Week Rotation
Salary: £29,214.43 per annum + great company benefits!
Start Date: Wednesday 8th July
Job Purpose
This is a key position, leading the CSRs who act as ambassadors for our business. Team Leaders will effectively lead and manage the seniors and CSRs to ensure the highest level of customer care and satisfaction at all times. The role will develop to be responsible for leading a team of approx. 15 colleagues, across seniors and CSRs, ensuring all service delivery targets are being met and exceeded, wherever possible. Team Leaders are an integral part of the management team, adding true value to the business.
Key Accountabilities
- Safety: To ensure that all activity complies with Health & Safety policies.
- People: To ensure company policies and practices are followed and delivered consistently. To coach, motivate to ensure people performance is optimised. Conduct yearly appraisals for team leaders and support them to carry out their own team appraisals. Manage all sick calls at the helpdesk and update the relevant systems and team members. Attendance management, including welfare visits and return to work interviews for all Service Desk colleagues. Recruitment process: advertising position, reviewing CVs, selection of candidates, arranging 1‑1 interviews, liaising with services trainer and arranging inductions. Carry out performance management, performance improvement planning, disciplinary investigations and conduct meetings. Management of holiday requests and planned absence to ensure that the Service Desk has adequate cover in place over all shifts (24/7). Identify any training needs in the Service Team Leaders and across the desk.
- Excellence: Champion customer service, think like a retailer and motivate teams to encourage a positive attitude.
- Service: Support the Helpdesk Manager to achieve set targets across all Helpdesk functions. Spot check and help manage the Mercury job monitors, holding team accountable where needed. Point of contact for all CSR process questions and escalations. Step up and cover the manager’s role when required (annual leave or during absence). Collate data reports for field management, city colleagues and senior management teams. Represent Helpdesk at internal and external meetings. Implement procedural changes, ensuring all colleagues understand and are following process. Visibly demonstrate enthusiasm and positive behaviour. Have a detailed understanding of the Team Leader roles as well as the CSR role so they can step in and help in any situation. Highly skilled using all aspects of the Mercury system, Mercury Superuser.
- Integrity: Comply with any other reasonable request or instruction from other Department/CFM Line Manager.
People Responsibilities
The Helpdesk Team Leader is responsible for managing the seniors and CSRs to achieve key targets and support the Helpdesk as the business grows; the team size may increase accordingly.
Knowledge, Skills and Abilities
Educated to GCSE / Standard Grade level as a minimum, ideally NVQ Level 3 or above (Customer Service / Administration). A working knowledge of Helpdesk functions within the FM industry is beneficial. Strong PC literacy, with experience in extracting, collating and presenting performance data.
Helpdesk Team Leader - Backshift. Job in Glasgow Education & Training Jobs employer: City Facilities Management
As a Helpdesk Team Leader at our Glasgow Head Office, you will be part of a dynamic and supportive work culture that prioritises employee development and customer satisfaction. We offer competitive salaries, comprehensive benefits, and a commitment to fostering growth through training and performance management, ensuring that you can thrive in your role while making a meaningful impact on our team and customers.
Contact Details:
City Facilities Management Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Team Leader - Backshift. Job in Glasgow Education & Training Jobs
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at City Facilities Management. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like City Facilities Management before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Team Leader - Backshift. Job in Glasgow Education & Training Jobs
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to City Facilities Management:Your cover letter is your chance to shine! Tell us why you want to work at City Facilities Management specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at City Facilities Management!
How to prepare for a job interview at City Facilities Management
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
