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- Tasks: Lead and motivate a team of Customer Service Representatives to deliver top-notch customer care.
- Company: Join a dynamic company working with a major UK supermarket client.
- Benefits: Enjoy up to 33 days holiday, private pension, employee discounts, and overtime pay.
- Why this job: Be part of a supportive culture that values customer service and team performance.
- Qualifications: Previous leadership experience and knowledge of Helpdesk functions are essential.
- Other info: Flexible part-time hours (20-25 per week) with opportunities for growth.
The predicted salary is between 19314 - 19314 £ per year.
Job Title: Helpdesk Team Leader Location: Glasgow Head Office Contract Type: Permanent Working Hours: 20-25 Hours Per Week Salary: Up to £19,314 Total Salary (Based on 25hrs), Overtime, Up To 33 Days Holiday, Private Pension & Benefits – Including Employee Discounts An exciting opportunity has emerged for a Helpdesk Team Leader to join our company to work on the helpdesk, leading the Customer Service Representatives who act as ambassadors for our business with one of our major UK supermarket clients. 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. Key Responsibilities: * To coach, motivate to ensure people performance is optimised. * Carry out Performance management – performance improvement planning, disciplinary, investigation and conduct meetings. * Support the Helpdesk Manager to achieve set targets across all Helpdesk function. * Attendance management, including welfare visits and return to work interviews for all Service Desk colleagues. * Point of contact for all CSR process questions and escalations. * Recruitment of new colleague’s process from – Advertising position, Reviewing CV’s. Selection of candidates, Arranging of 1-1 interviews. Qualifications / Experience: * Previous experience of effectively leading a team is essential. * A working knowledge of Helpdesk functions within the FM industry is beneficial. * Highly skilled using all aspects of the Mercury system – Mercury Superuser. The ideal candidate: * Strong results focus, takes accountability for own performance and that of the team. * Strong PC literacy, with experience in extracting, collating and presenting performance data. * Champion customer service ‘think like a retailer’ and motivate teams to encourage positive attitude. * Have a detailed understanding on the Team Leader roles as well as CSR role so they can step in and help in any situation. – Customer Service Representative – Glasgow Customer Service Representative – Glasgow Customer Service Representative – Glasgow Helpdesk Team Leader Helpdesk Team Leader Helpdesk Team Leader
Helpdesk Team Leader (Part Time) employer: City Facilities Management
Contact Detail:
City Facilities Management Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Team Leader (Part Time)
✨Tip Number 1
Familiarize yourself with the Mercury system, as being a superuser is essential for this role. Consider taking online courses or tutorials to enhance your skills and demonstrate your expertise during the interview.
✨Tip Number 2
Highlight your leadership experience by preparing specific examples of how you've successfully managed teams in the past. Be ready to discuss your coaching and motivational techniques that led to improved performance.
✨Tip Number 3
Research the FM industry and understand common helpdesk functions. This knowledge will not only help you in the interview but also show your commitment to the role and the company.
✨Tip Number 4
Prepare to discuss your approach to customer service and how you can instill a 'think like a retailer' mindset within your team. Share examples of how you've previously enhanced customer satisfaction.
We think you need these skills to ace Helpdesk Team Leader (Part Time)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your previous experience in leading teams, especially in a helpdesk or customer service environment. Use specific examples that demonstrate your ability to coach and motivate others.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and leadership. Mention how your skills align with the responsibilities of the Helpdesk Team Leader role and how you can contribute to the company's success.
Showcase Relevant Skills: Emphasize your proficiency with helpdesk systems, particularly the Mercury system, as well as your ability to analyze performance data. Highlight any experience you have with performance management and team motivation.
Prepare for Potential Questions: Think about how you would handle common scenarios in a helpdesk environment, such as managing team performance or resolving customer escalations. Be ready to discuss these in your application or interview.
How to prepare for a job interview at City Facilities Management
✨Show Your Leadership Skills
As a Helpdesk Team Leader, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully led teams in the past, focusing on coaching and motivating team members to achieve their best performance.
✨Understand Helpdesk Functions
Familiarize yourself with helpdesk operations, especially within the FM industry. Be ready to discuss your knowledge of the Mercury system and how it can enhance service delivery and team performance.
✨Emphasize Customer Service Excellence
Since the role involves acting as an ambassador for the company, highlight your commitment to customer service. Share specific instances where you went above and beyond to ensure customer satisfaction and how you can instill that mindset in your team.
✨Prepare for Performance Management Questions
Expect questions about performance management, including how you handle disciplinary actions and performance improvement plans. Be prepared to discuss your approach to attendance management and how you support team members during welfare visits.
