At a Glance
- Tasks: Lead the Helpdesk team to support our store network and manage maintenance issues.
- Company: Join Poundland & Dealz, a dynamic and inclusive workplace.
- Benefits: Enjoy 28 days holiday, employee discounts, and flexible working options.
- Other info: Opportunities for training and career growth await you!
- Why this job: Make a real impact while developing your career in a supportive environment.
- Qualifications: Experience in a contact centre or administration role is essential.
The predicted salary is between 40000 - 50000 £ per year.
Join us here at Poundland & Dealz as Property Operations Lead - Helpdesk Delivery, based at ouroffice in Walsall.
The role will work in a hybrid pattern of 4 days onsite and flexibility to work one day from home.
About The Role
In this role you’ll lead our Maintenance Hub Helpdesk team who provide support to our store network to log maintenance issues, triage problems and allocate to relevant contractors to resolve within specified timescales.
The Property Operations Lead also ensures that all relevant administration and checks are completed for new store opening, store development projects and store refits.
- With autonomy and trust to make an impact from day one, you will be responsible for:
- Leading the internal Maintenance Hub Helpdesk team to ensure procedures are followed to ensure a smooth support function at all times.
- Ensuring accurate logging of all tasks, from descriptions, task status and ensuring relevant triage
- Ensuring all live tasks are followed up with contractors to ensure completion within the KPI and system updated to reflect an accurate audit trail of events – both reactive and planned.
- Providing support, guidance and training where required to the Helpdesk Team and carry out internal QA reviews
- Tracking and manage daily/weekly spend against budgets issued and flagging concerns where needed
- Ensuring contractor contact detail is regularly reviewed and updated
- Reporting on Team performance using agreed methods
- Managing the end to end administrative lifecycle of store development projects and new stores from processing orders to the correct budgets and querying unexpected cost variations/invoice queries to ensuring relevant compliance certificates and tax breakdowns are received, checked and actioned where needed.
- Collating, updating and issuing the weekly store refit/project program to the wider business.
- Training and supporting contractors, where required on the use and requirements of our CAFM system and processes to ensure full compliance
We are looking for someone with strong experience in a contact centre and or administration Team Leader role.
A background in a property, maintenance of facilities management based position would be advantageous but not essential.
It is vital that you have excellent people management skills, organisational skills, attention to detail and budget management skills.
- We Offer Rewards That Go Beyond The Payslip, Including
- 10% employee discount card with increased discount events over the year.
- Celebrate your birthday, you’ll get an extra day off for your birthday.
- 28 days holiday a year inc banks, rising by one day a year up to 33 days.
- Annual bonus scheme, with the opportunity to earn up to 10% of your base salary.
- Free parking onsite.
We put wellbeing first through our partnership with Retail Trust which gives you and your family access to a fantastic range of resources.
- My Staff Shop, giving you an amazing number of discounts and shopping vouchers.
- For those unexpected moments, our partnership with stream enables you to access up to 50% of your monthly earned wages early, along with savings and financial advice.
- Training and development opportunities, we want you to grow your career with us, be that through one of the qualifications we offer or internal programmes, this role can be just the first step.
- Plus, life assurance, loyalty service awards and people's pension.
Bring your energy, teamwork, and get stuck in approach — and we’ll help you build your career with us!
We’re committed and proud to our inclusive culture, and that starts with the recruitment and selection process.
If you require a reasonable adjustment during the recruitment process, please do share this with us on your application form and we’ll make every effort to meet your needs.
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Property Operations Lead - Helpdesk Delivery (Team Leader) employer: Poundland & Dealz
At Poundland & Dealz, we pride ourselves on being an excellent employer, offering a dynamic work environment at our Customer Service Centre in Walsall. With a strong focus on employee wellbeing, we provide generous benefits such as a 10% employee discount, extra holiday for your birthday, and comprehensive training opportunities to foster professional growth. Our culture promotes autonomy and collaboration, allowing you to make a meaningful impact from day one while enjoying the flexibility of remote work options.
StudySmarter Expert Advice🤫
We think this is how you could land Property Operations Lead - Helpdesk Delivery (Team Leader)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Poundland & Dealz. 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 Poundland & Dealz 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 Property Operations Lead - Helpdesk Delivery (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 Poundland & Dealz:Your cover letter is your chance to shine! Tell us why you want to work at Poundland & Dealz 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 Poundland & Dealz!
How to prepare for a job interview at Poundland & Dealz
✨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.
