At a Glance
- Tasks: Lead a dynamic Helpdesk team and ensure top-notch customer service.
- Company: Join Mears Group, a diverse and inclusive employer in London.
- Benefits: Enjoy 25 days annual leave, staff perks, and volunteering opportunities.
- Other info: Exciting career growth in a supportive environment.
- Why this job: Make a real impact by leading a team and enhancing customer experiences.
- Qualifications: Strong customer service and management skills required.
The predicted salary is between 25688 - 26093 £ per year.
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 seeking a customer-focused and enthusiastic Helpdesk Team Leader to act as the link between the Helpdesk Operators and the Management Team. This is an exciting opportunity for someone who wants to take ownership of a team and put their own stamp on the role. The ideal candidate will possess strong multitasking skills and be able to prioritise their workload effectively.
Role Responsibilities
- Provide administrative support to Helpdesk Operators.
- Lead, manage, motivate and support staff to deliver contractual requirements.
- Delivery of performance reviews and one to one’s and reporting to line manager.
- Arrange and support training for Helpdesk Operators.
- Ensure all records and IT data on systems remains updated.
- Overall responsibility for the delivery of a customer focused service to our service users.
- Overall responsible for the co-ordination of Helpdesk Operators.
Role Criteria
- Excellent customer service skills.
- Good Microsoft Office skills.
- Willingness to complete ad hoc tasks as required.
- Previous administrative experience.
- Previous management experience.
Benefits we can offer you
- 25 days annual leave plus bank holidays.
- Annual Mears Fun Day.
- Volunteering Leave - Mears supports employees to undertake paid volunteering in the community.
- 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 for 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.
Helpdesk Team Leader in London employer: Mears Group
Mears Group is an exceptional employer located in Rainham, London, offering a vibrant work culture that prioritises employee well-being and development. With benefits such as 25 days of annual leave, volunteering opportunities, and a range of staff perks, we foster an inclusive environment where team leaders can thrive and make a meaningful impact. Join us to lead a dedicated team while enjoying a supportive atmosphere that values individuality and growth.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Team Leader in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mears 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 Mears 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 Helpdesk Team Leader in London
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:Your cover letter is your chance to shine! Tell us why you want to work at Mears 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 Mears Group!
How to prepare for a job interview at Mears 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.
