At a Glance
- Tasks: Lead a dynamic helpdesk team to deliver top-notch customer service and meet performance targets.
- Company: Join ISS, a world-leading workplace and facility management company with a people-first approach.
- Benefits: Enjoy a supportive work environment, career growth opportunities, and a commitment to inclusivity.
- Other info: Be part of a diverse team that values your unique contributions and promotes personal development.
- Why this job: Make a real impact by leading a team that enhances user experiences across various sectors.
- Qualifications: Proven customer service experience and strong leadership skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a strong individual with proven service desk experience who can demonstrate delivery of customer service performance results, induction and technical training, and effective team rostering. Working closely with the Service Delivery Manager, you will set clear direction for the team and ensure that service levels and KPIs are consistently met while contributing positively to overall service performance across shifts and contracts.
Key Responsibilities
- Achieve contractual and business KPIs and targets
- Follow procedures to determine the best course of action for customers and the business
- Provide induction and technical training to team members, liaising with the Service Delivery Manager for additional support
- Monitor and review staff performance, escalating potential disciplinary issues as required
- Manage client relationships and expectations, attending progress meetings and deputising where necessary
- Ensure adherence to Health & Safety procedures and promote safe working practices
- Take ownership and resolution of service failures or customer complaints, escalating where appropriate
- Manage team rostering to ensure SLA adherence and correct working hours
Professional and Personal Competencies/Qualifications
- Proven track record of delivering high-quality customer service and performance standards
- Experience delivering against KPIs and SLAs
- Experience supervising teams and allocating work based on technical skillsets
- Ability to respond to fluctuating workloads and adjust rostering accordingly
- CRM database knowledge is essential; Tririga/Maximo/360 knowledge is desirable
- Experience within a target-driven or high-pressure customer service environment
- Strong commitment to health, safety and wellbeing
- Strong communication skills with the ability to build positive relationships
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, we help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families.
ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people. We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference.
ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background. We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers. We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
Helpdesk Team Leader employer: ISS
At ISS, we pride ourselves on being a world-leading workplace and facility management company that values its people above all. As a Helpdesk Team Leader, you will thrive in a supportive and inclusive environment that fosters professional growth and development, while also enjoying the benefits of a diverse workplace culture. With a strong commitment to health, safety, and corporate responsibility, ISS offers a rewarding career where you can truly make a difference in the lives of others.
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 ISS. 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 ISS 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 ISS:Your cover letter is your chance to shine! Tell us why you want to work at ISS 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 ISS!
How to prepare for a job interview at ISS
✨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.
