At a Glance
- Tasks: Lead a team to manage repairs and deliver top-notch customer service.
- Company: Join Mears, a company committed to diversity and community support.
- Benefits: Enjoy 25 days leave, fun events, discounts, and family-friendly policies.
- Other info: Great career growth opportunities and a commitment to social value.
- Why this job: Make a real impact by leading a dynamic team in a supportive environment.
- Qualifications: Experience in team leadership and strong customer service skills required.
The predicted salary is between 30000 - 32000 £ per year.
Annual salary: up to £30,975.00
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 will play a key role in delivering excellent customer service, ensuring repairs are managed efficiently, achieving service level agreements (SLAs), and supporting your team 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.
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.
- 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
- 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% on weekly groceries, holidays, eye test vouchers, Share save scheme, and more.
- Family friendly policies.
- Access to EAP Counselling sessions.
- Legal and Diversity
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.
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 have achieved the Gold Award in the Defence Employer Recognition Scheme.
We invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates.
This is optional and will not impact the application.
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Helpdesk Team Leader in London employer: PVH (Tommy Hilfiger/Calvin Klein)
Intapp is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration within the accounting and consulting sectors across EMEA. With a strong commitment to employee growth, Intapp provides ample opportunities for professional development and leadership coaching, ensuring that team members thrive in their careers while contributing to the company's strategic vision. The culture is built on accountability and high performance, making it an ideal place for those looking to make a significant impact in a rapidly evolving industry.
Contact Details:
PVH (Tommy Hilfiger/Calvin Klein) Recruitment Team
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 PVH (Tommy Hilfiger/Calvin Klein). 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 PVH (Tommy Hilfiger/Calvin Klein) 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 PVH (Tommy Hilfiger/Calvin Klein):Your cover letter is your chance to shine! Tell us why you want to work at PVH (Tommy Hilfiger/Calvin Klein) 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 PVH (Tommy Hilfiger/Calvin Klein)!
How to prepare for a job interview at PVH (Tommy Hilfiger/Calvin Klein)
✨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.
