At a Glance
- Tasks: Lead a helpdesk team to ensure smooth maintenance operations across care homes.
- Company: Join a dedicated organisation focused on providing quality care and support.
- Benefits: Full-time role with competitive salary and opportunities for professional growth.
- Other info: Based in Darlington with occasional travel; DBS check required.
- Why this job: Make a real difference in maintaining safe environments for vulnerable individuals.
- Qualifications: Experience in helpdesk or facilities coordination and strong leadership skills.
Keep a busy estates operation running smoothly by ensuring maintenance, compliance and contractor performance stay firmly on track. Joining us means playing a central role in supporting the maintenance and compliance of a large portfolio of care homes. Working closely with Estates colleagues, contractors and operational teams, you'll ensure maintenance requests are progressed efficiently, planned maintenance programmes remain on schedule and compliance records are accurate and up to date.
This is a full-time, office-based role based at our Support Office in Darlington, working 40 hours per week and offering the opportunity to work closely with colleagues across the organisation to support homes nationwide.
As a Helpdesk Team Leader, you'll oversee the day-to-day operation of the estates helpdesk, leading a small team while maintaining oversight of maintenance activity across the portfolio. You'll monitor performance, manage contractor relationships, drive service standards and ensure homes receive a responsive, efficient service that supports safe, well-maintained environments.
This is an operational leadership role responsible for managing the estates maintenance helpdesk and ensuring maintenance requests are progressed within agreed service levels across a large multi-site portfolio. You'll oversee the estates management system, monitoring live maintenance jobs, planned preventative maintenance (PPM) schedules and compliance activity, ensuring work is appropriately prioritised, contractors attend site as expected and any delays or issues are escalated promptly.
Working closely with Maintenance Managers, Regional Surveyors, contractors and Home Managers, you'll coordinate activity across multiple stakeholders while maintaining accurate compliance records, monitoring contractor performance and producing reports that support effective maintenance planning and operational decision-making. You'll also lead and develop the Helpdesk Assistants, providing day-to-day supervision, allocating workloads and supporting continuous improvements to helpdesk processes, systems and ways of working.
About you
You'll have experience coordinating maintenance, facilities or helpdesk operations within a busy, multi-site environment and be confident managing competing priorities while maintaining exceptional attention to detail. You'll be highly organised, comfortable working with data and management systems, and able to monitor performance across a large portfolio of jobs, planned maintenance programmes and compliance records. Confident communicating with colleagues, contractors and operational teams, you'll know how to build positive relationships while constructively challenging poor performance where required. You’ll be a proactive leader who enjoys solving problems, supporting your team and ensuring high standards of service delivery through effective planning, communication and continuous monitoring.
What you'll bring
- Experience in a helpdesk, facilities coordination, maintenance coordination or similar operational role within a multi-site organisation.
- Experience supervising or leading a small team.
- Strong knowledge of facilities management, maintenance coordination, statutory compliance and planned preventative maintenance (PPM).
- Experience using facilities management, job management or estates systems to monitor performance and manage records.
- Excellent organisational skills with the ability to manage multiple priorities and deadlines.
- Strong communication and stakeholder management skills, with experience working alongside contractors and operational teams.
- Proficient Microsoft Office skills, including Excel for reporting and data management.
Desirable
- Experience using QR code-based attendance or contractor management systems.
- A qualification in facilities management, business administration or a related discipline, or equivalent practical experience.
This role is based at our Central Support Office in Darlington, with occasional travel to care homes and other locations as required. An Enhanced DBS check is required for this position, along with a DVLA licence check in line with company insurance requirements. As with all colleagues, you'll be expected to comply with our policies relating to health and safety, infection prevention and control, safeguarding and all relevant regulatory requirements. From time to time, you may be asked to undertake other duties appropriate to the role, and the responsibilities outlined above may be reasonably reviewed and updated following consultation to reflect business needs.
Application Closing Date: 12noon, Monday 3rd August 2026
Helpdesk Team Leader employer: HC-One Ltd.
HC-One Ltd. is an excellent employer that prioritises kindness and attention to detail, creating a supportive and welcoming environment for both residents and staff. With a strong emphasis on professional growth and development, employees benefit from comprehensive training and a collaborative work culture in the picturesque setting of Wickham St Paul. Join us to make a meaningful impact while enjoying a fulfilling career in housekeeping.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HC-One Ltd.. 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 HC-One Ltd. 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
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 HC-One Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at HC-One Ltd. 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 HC-One Ltd.!
How to prepare for a job interview at HC-One Ltd.
✨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.
