At a Glance
- Tasks: Lead a dynamic Helpdesk team and ensure top-notch customer service.
- Company: Growing commercial services business with a fast-paced environment.
- Benefits: £38,000 salary, 28 days holiday, and employee assistance programme.
- Other info: Opportunity for growth in a reactive, high-pressure setting.
- Why this job: Make a real impact by improving processes and supporting your team.
- Qualifications: Experience in helpdesk management and strong problem-solving skills.
The predicted salary is between 38000 - 38000 £ per year.
An exciting opportunity has arisen for an experienced Helpdesk Manager to lead a busy, fast-paced Helpdesk operation within a growing commercial services business.
This hands-on role will oversee the day-to-day running of the Helpdesk, supporting the team, coordinating engineers and jobs, and ensuring customers receive a consistently high level of service.
Youll need to be highly organised, calm under pressure and confident making decisions when priorities change quickly.
- Helpdesk Manager – Key Responsibilities
- Manage, support and develop the a new Helpdesk team of 2 people, who will be working different shifts.
- Oversee scheduling and coordination of day and night activity.
- Monitor live jobs, prioritise workloads and reallocate resources where needed.
- Ensure customers receive accurate and timely updates.
- Manage customer queries, concerns and escalations through to resolution.
- Coordinate closely with engineers and the wider office team.
- Ensure permits, site access, purchase orders and job information are obtained and recorded accurately.
- Maintain strong customer relationships.
- Coach team members and support ongoing training and development.
- Identify opportunities to improve processes, efficiency and customer service.
- Helpdesk Manager – Skills & Experience
- Previous experience within a helpdesk, scheduling, service desk, customer service or similar operational environment.
- Previous experience managing a team is essential
- Happy working within a reactive and high pressured environment is key
- Ability to manage multiple priorities and remain calm under pressure.
- Excellent attention to detail and problem-solving ability.
- Confident using computer systems and learning new technology.
- Experience within plumbing, drainage, facilities management, engineering or another field-service environment would be advantageous.
- Helpdesk Manager – Benefits Offered
- Fully office based
- 28 days holiday (including bank holidays)
- Employee Assistance Program
- Death in service
- #J-18808-Ljbffr
Helpdesk Manager in Welwyn Garden City employer: Lawrence Dean Recruitment Ltd
Lawrence Dean Recruitment Ltd is an excellent employer, providing a supportive team environment where employees can thrive in a fast-paced warehouse setting. With Monday to Friday working hours and weekly pay, the company prioritises work-life balance while offering opportunities for personal growth and development within the logistics sector.
Contact Details:
Lawrence Dean Recruitment Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Manager in Welwyn Garden City
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lawrence Dean Recruitment 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 Lawrence Dean Recruitment 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 Manager in Welwyn Garden City
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 Lawrence Dean Recruitment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Lawrence Dean Recruitment 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 Lawrence Dean Recruitment Ltd!
How to prepare for a job interview at Lawrence Dean Recruitment 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.
