At a Glance
- Tasks: Lead a team to manage repairs and deliver top-notch customer service.
- Company: Join Mears Group, a diverse and inclusive employer committed to social value.
- Benefits: Enjoy 25 days leave, fun events, discounts, and family-friendly policies.
- Other info: Great career growth opportunities and support for volunteering in the community.
- Why this job: Make a real impact by leading a team and enhancing customer satisfaction.
- Qualifications: Experience in team management and strong customer service skills required.
Annual salary: up to £30,975.00
Location: Rainham - London
Contract Type: Permanent, Full-Time Hours, Office based
Hours: 42.5 hours per week, Monday to Friday, 8:00am - 5:00pm
About the Role
We are looking for a proactive Helpdesk Team Leader, to lead a team of Helpdesk Operators managing repairs and maintenance enquiries. You'll play a key role in delivering excellent customer service, ensuring repairs are managed efficiently, service level agreements (SLAs) are achieved, and your team is supported to perform at their best.
The ideal candidate will be an experienced people manager with excellent customer service skills, the ability to prioritise a busy workload, and confidence in handling escalated enquiries and complaints.
Role Responsibilities:
- Lead, coach and develop a team of Helpdesk Operators.
- Monitor call quality, productivity and customer satisfaction.
- Ensure repair requests are logged accurately and prioritised appropriately.
- Manage escalated enquiries and customer complaints.
- Monitor team performance against KPIs and SLAs.
- Conduct one-to-one meetings, performance reviews and training.
- Work closely with planners, contractors and operational teams to ensure repairs are completed on time.
- Produce performance reports and identify opportunities for improvement.
- Ensure compliance with company policies, health and safety requirements, and data protection legislation.
Role Criteria:
- Previous experience leading or managing a team.
- Experience working in a call centre or helpdesk environment.
- Strong customer service and complaint handling skills.
- Previous administrative experience.
- Good IT skills, including Microsoft Office and CRM systems.
- Excellent organisational and communication skills, with the ability to manage multiple priorities.
Desirable:
- Knowledge of repairs and maintenance.
Benefits we can offer you:
- 25 days annual leave plus bank holidays.
- Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
- Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
- Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more.
- Family friendly policies.
- Access to EAP Counselling sessions.
All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.
To drive a Mears vehicle, you must be aged over 21, have held your licence over 3 months and have less than 9 points.
Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.
At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.
We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS).
In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Team Leader in Rainham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mears Group PLC. 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 Mears Group PLC 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 in Rainham
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 Mears Group PLC:Your cover letter is your chance to shine! Tell us why you want to work at Mears Group PLC 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 Mears Group PLC!
How to prepare for a job interview at Mears Group PLC
✨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.
