At a Glance
- Tasks: Lead a dynamic Helpdesk team and ensure top-notch service delivery.
- Company: Join a leading facilities management provider in Scotland.
- Benefits: Enjoy a 4.5-day work week, pension scheme, and ongoing training.
- Other info: Great career progression opportunities in a supportive environment.
- Why this job: Make a real impact by enhancing service quality and team performance.
- Qualifications: Experience in helpdesk environments and strong leadership skills.
The predicted salary is between 30000 - 40000 £ per year.
Confero Recruitment Group is proud to be exclusively partnering with a Facilities Services Provider to recruit a Helpdesk Team Leader. The client is a Scotland-based facilities management provider delivering maintenance services across multiple sectors, with a strong focus on quality, accountability and professional standards.
Due to continued portfolio growth, we are seeking an experienced Service Desk Team Leader to support daily Service Desk operations. The role is responsible for ensuring high-quality service delivery while leading and developing a high-performing administration team within a growing facilities management business.
Role Summary
Reporting to the Service Desk Manager, you will oversee daily Service Desk operations, ensuring reactive and planned maintenance works are delivered efficiently and in line with contractual service level agreements. You will lead Service Administrators and act as a key liaison between clients, engineers, subcontractors and operational teams.
Working Hours / Offer:
- Monday to Thursday: 08:00 to 16:30
- Friday: 08:00 to 14:00
- Company pension scheme.
- Employee Assistance Programme.
- Ongoing training and development.
- Career progression opportunities.
- 4.5-day working week.
Key Responsibilities
- Support maintenance delivery, monitor performance and coordinate engineers.
- Lead Service Desk team, support training and drive improvements.
- Handle customer escalations and maintain strong relationships.
- Manage CAFM work orders, records and KPI reporting.
Essential Requirements
- Experience in Service Desk, Helpdesk or maintenance environment.
- Team leadership experience.
- Strong organisation, communication and IT skills.
- Ability to manage workload and solve problems proactively.
Help Desk Manager ( Facilities ) in Dunfermline employer: Confero Recruitment Group
As a leading Facilities Services Provider based in Scotland, we pride ourselves on fostering a supportive and dynamic work environment that prioritises quality and professional standards. Our Help Desk Manager role offers not only a competitive salary and benefits such as a company pension scheme and an Employee Assistance Programme, but also ample opportunities for ongoing training and career progression within a growing team. Join us in Edinburgh to be part of a collaborative culture where your leadership skills can truly shine and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Manager ( Facilities ) in Dunfermline
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Confero Recruitment Group. 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 Confero Recruitment Group 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 Help Desk Manager ( Facilities ) in Dunfermline
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 Confero Recruitment Group:Your cover letter is your chance to shine! Tell us why you want to work at Confero Recruitment Group 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 Confero Recruitment Group!
How to prepare for a job interview at Confero Recruitment Group
✨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.
