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- Tasks: Lead a dynamic team to deliver top-notch customer service and manage daily performance.
- Company: Join a national leader in facilities management with a supportive culture.
- Benefits: Enjoy 33 days holiday, health insurance, and a pension scheme with up to 5% match.
- Why this job: Make a real impact by mentoring your team and achieving key performance goals.
- Qualifications: Experience in team leadership and strong communication skills are essential.
- Other info: Flexible working hours and opportunities for personal growth in a vibrant environment.
Salary: £28,641.60 per annum
Location: Glasgow / Working from Home
Hours: 37.5 hours per week
Shifts: Monday - Friday
Shift Patterns: Between the hours of 12pm-10pm, primarily 2.00pm - 10.00pm
Benefits: 33 days holiday, Company pension scheme up to 5% match, BUPA (single cover) Health Insurance, retail discounts
JOB PURPOSE
The Helpdesk Team Leader role is to effectively lead a team of operators, ensuring the provision of and smooth-running facilities management service to partner stores in line with agreed KPIs and SLAs.
RESPONSIBILITIES
- Manage team daily performance ensuring action taken as required and any follow up required is carried out in a timely manner
- Monitor new screen and wallboard to ensure delivery of KPIs, also ensuring delivery of KPIs are prioritised above Admin duties
- Conduct monthly, documented, 1-2-1's and team meetings
- Mentor and lead senior operators to ensure they can step up and support you in all aspects of the team leader role
- Conduct return to work and disciplinary meetings (disciplinary meetings can only be conducted following successful completion of the company Disciplinary and Grievance 1 training course)
- Assist Supervisors daily and familiarise yourself with their duties
- Develop and motivate team members promoting City values
- Reward and recognise good performance
- Attend field cell Meetings when possible
- Assist field managers with email requests and data reports
- Support team members to ensure individual and team KPIs are achieved
- To represent the Company in a professional and competent manner at all times and develop strong working relationships with key stakeholders within the organisation and partners
- To visibly demonstrate enthusiasm and positive behaviour
QUALIFICATIONS
- Work towards the company qualification - Disciplinary and Grievance 1
- Previous experience of effectively leading a team is essential
- Strong PC literacy, with experience using FM & telephony systems
- Strong communication skills, both written and verbal
- Strong results focus
- Effective problem-solving and decision-making
- Able to motivate self and others
- Flexible approach to working hours
To apply for this role please submit your full and up to date CV to Andrew Bridges at PDA Search and Selection.
Customer Service Team Leader (backshift) employer: PDA Search & Selection
Contact Detail:
PDA Search & Selection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader (backshift)
✨Tip Number 1
Before you even think about applying, do your homework on the company. Understand their values and what they stand for. This will help you tailor your approach and show them you're genuinely interested in being part of their team.
✨Tip Number 2
When you get that interview, don’t just talk about your experience; share specific examples of how you've led a team or solved problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them memorable.
✨Tip Number 3
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you prepare and land that Customer Service Team Leader role. Plus, it’s a great way to stay updated on new opportunities.
We think you need these skills to ace Customer Service Team Leader (backshift)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Service Team Leader role. Highlight your leadership experience and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you've led teams or improved performance in previous roles. This helps us see the impact you can make at StudySmarter.
Keep It Professional: While we love a friendly vibe, remember to keep your application professional. Use clear language and check for any typos or errors. A polished application shows us you’re serious about joining our team!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at PDA Search & Selection
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Service Team Leader inside out. Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) that are relevant to the position. This will show your potential employer that you're serious about the role and ready to hit the ground running.
✨Showcase Your Leadership Skills
Be prepared to discuss your previous experience in leading teams. Think of specific examples where you've motivated team members or resolved conflicts. Highlighting your ability to mentor and develop others will resonate well with the interviewers, especially since this role involves guiding senior operators.
✨Demonstrate Problem-Solving Abilities
Expect questions that assess your problem-solving skills. Prepare scenarios where you've successfully tackled challenges in a customer service environment. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it clear how you can handle issues effectively.
✨Be Enthusiastic and Professional
During the interview, let your enthusiasm for the role shine through. Remember, this position requires you to represent the company professionally. Practice positive body language and maintain a friendly yet professional tone. This will help you build rapport with the interviewers and leave a lasting impression.
