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- Tasks: Lead a team to manage service requests and ensure top-notch customer support.
- Company: Join a dynamic Maintenance Department focused on high-profile contracts.
- Benefits: Earn up to £14.42 per hour with opportunities for growth and development.
- Why this job: Be part of a fast-paced environment where your leadership makes a real impact.
- Qualifications: Experience in team management and customer service is essential.
- Other info: This role includes training and performance reporting responsibilities.
FM Helpdesk Team Leader
Contract
Location: Southwark
Hourly rate: Up to £14.42 per hour
Working within a busy Maintenance Department, the Helpdesk Team Leader is responsible for working on a high-profile contract while supervising a small team of Coordinators.
The main duties of the role will include:
- Coordinating team so that maximum amount of calls is taken.
- Logging service requests by telephone and email.
- Ensuring compliance with statutory and company procedures.
- Understanding, identifying, and applying the Service Level Agreement (SLA).
- Prioritising urgent jobs.
- Dealing with complaints as required.
- Analysis of job history/running reports.
- Promoting customer feedback and surveys.
- Interviewing/Training.
- Carrying out one-to-ones, grievances, and disciplinary meetings.
- Coordinating Out of Hours team.
- Helpdesk diary management coordinating annual leave and shift patterns.
- Liaising with subcontractors to ensure they are providing adequate service.
- Performance Reporting.
- Managing and updating all spreadsheets ensuring compliance.
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Helpdesk Team Leader employer: CMS - Recruitment
Contact Detail:
CMS - Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Team Leader
✨Tip Number 1
Familiarize yourself with the specific Service Level Agreements (SLAs) relevant to the role. Understanding these agreements will help you demonstrate your ability to prioritize urgent jobs and manage customer expectations effectively during the interview.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed a team in the past. Be ready to discuss your experience with training, conducting one-to-ones, and handling grievances, as these are key responsibilities for the Helpdesk Team Leader.
✨Tip Number 3
Research common complaints and challenges faced in helpdesk environments. Being able to discuss how you would handle these situations can set you apart from other candidates and show that you're proactive about problem-solving.
✨Tip Number 4
Prepare to discuss your experience with performance reporting and data analysis. Highlight any tools or software you’ve used to manage spreadsheets and reports, as this will demonstrate your organizational skills and attention to detail, which are crucial for this role.
We think you need these skills to ace Helpdesk Team Leader
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Helpdesk Team Leader position. Highlight key responsibilities such as team coordination, compliance with procedures, and customer feedback management, and reflect these in your application.
Tailor Your CV: Customize your CV to emphasize relevant experience in managing teams, handling service requests, and ensuring compliance with SLAs. Use specific examples that demonstrate your leadership skills and ability to prioritize tasks effectively.
Craft a Strong Cover Letter: Write a cover letter that showcases your understanding of the Helpdesk role and your passion for customer service. Mention your experience in training and interviewing, as well as your approach to dealing with complaints and performance reporting.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the Helpdesk Team Leader position.
How to prepare for a job interview at CMS - Recruitment
✨Show Your Leadership Skills
As a Helpdesk Team Leader, you'll need to demonstrate your ability to lead and motivate a team. Be prepared to share examples of how you've successfully managed a team in the past, including any challenges you faced and how you overcame them.
✨Understand the SLA
Make sure you have a solid understanding of Service Level Agreements (SLAs) and be ready to discuss how you would ensure compliance within your team. This shows that you are not only familiar with the concept but also know how to apply it effectively.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complaints. Think about past experiences where you had to prioritize urgent jobs or deal with difficult situations, and be ready to explain your thought process.
✨Highlight Your Communication Skills
Effective communication is key in this role. Be sure to emphasize your experience in liaising with subcontractors and managing customer feedback. Provide examples of how you've successfully communicated with different stakeholders to achieve positive outcomes.
