At a Glance
- Tasks: Lead a team to provide top-notch helpdesk support and ensure smooth operations.
- Company: Join a pioneering not-for-profit start-up focused on environmental change.
- Benefits: Enjoy competitive salary, 34 days holiday, and flexible working options.
- Other info: Be part of a mission-driven team dedicated to positive social and environmental change.
- Why this job: Make a real impact on a national programme while developing your leadership skills.
- Qualifications: Experience in helpdesk or customer service with strong communication skills.
The predicted salary is between 35000 - 45000 £ per year.
My client is part of a newly established, industry-led, not-for-profit start-up responsible for delivering a major nationwide environmental programme across England, Scotland and Northern Ireland. The organisation is being built from the ground up, combining the pace and mindset of a start-up with the scale and responsibility of a national initiative, focused on reducing waste and supporting long-term positive change through new infrastructure. This is a large-scale programme of national importance, with a clear public purpose and a defined roadmap toward a 2027 launch. The work is practical, collaborative and delivery-focused, bringing together consumers, businesses and wider stakeholders as the service is designed, tested and scaled.
My client is looking to appoint a Helpdesk Team Leader to manage the day-to-day operation of the Helpdesk, acting as the first point of escalation and ensuring consistent, high-quality support across all channels. You’ll lead a team of 6-8 Helpdesk Agents, with a strong focus on engagement, coaching and clarity. This is a hands-on, people-focused role where you’ll balance operational oversight with stepping in to support during busy periods. Working closely with the Helpdesk Lead and external service partners, you’ll help maintain service stability, resolve emerging issues, and support the Helpdesk as it scales in line with the wider programme roadmap. The role reports into the Helpdesk Lead. The position is based in Milton Keynes (around 30 minutes from Euston), with two days per week working from home.
Key responsibilities
- Coach and support a team of Helpdesk Agents, fostering a positive, professional and supportive team environment.
- Ensure Helpdesk Agents are clear on priorities, updates and workflow changes, supporting consistent and accurate service delivery.
- Manage the day-to-day operation of the Helpdesk, including queue monitoring, daily check-ins and maintaining service stability across all channels.
- Act as the first point of escalation for Agent queries and more complex or unclear stakeholder enquiries.
- Provide hands-on support during busy periods by stepping in to assist with enquiry handling where needed.
- Coordinate day-to-day operational alignment with BPO partners, including reviewing escalations and ensuring appropriate follow-up.
- Conduct targeted quality sampling and provide constructive feedback to improve accuracy, clarity and service consistency.
- Identify recurring themes, quality issues or operational risks and escalate these to the Helpdesk Lead with clear insight.
- Monitor SLA performance, KPIs, queue distribution and workload levels, highlighting service pressures early and contributing to operational reporting.
- Support operational improvement, testing and readiness activities as the Helpdesk scales toward the 2027 go-live and beyond.
What success looks like
- Agents feel supported, confident and clear on priorities.
- Escalations are handled promptly and accurately.
- Quality and consistency improve through coaching and feedback.
- SLAs/KPIs and service stability are maintained throughout the day.
- BPO alignment is smooth, with issues identified and followed up.
- Operational risks are identified early and communicated clearly.
About you
- Experience supporting or leading within a helpdesk, or customer-service environment.
- Calm, supportive and confident when helping others with questions or escalations.
- Strong communication skills with an approachable, friendly style.
- Able to coach and guide team members constructively and fairly.
- Organised, proactive and able to adjust priorities in a fast-paced environment.
- Comfortable engaging with internal teams and BPO partners.
- Professional, reliable and committed to consistent, high-quality service.
The opportunity
Work that makes a difference - and a place where you can too. This is a once-in-a-generation opportunity to help establish a scheme of national importance, working with purpose-driven colleagues and partners to deliver visible, real-world impact. You’ll contribute directly to meaningful environmental and social change and in return, we support and reward our team through a range of benefits and initiatives, including:
- Competitive base salary.
- 34 days holiday, inclusive of bank holidays, additional holidays for length of service.
- Flexibility with holidays. You may work on a local public holiday and take an alternative day off, giving you the freedom to celebrate the days that matter most to you.
- 5% employer pension contribution.
- Life Insurance: Cover of 4 times base salary.
- Private Medical Insurance: includes GP access and an Employee Assistance Programme (EAP) for wellbeing support.
- Family Leave: Maternity, adoption, shared parental leave policies will be developed to be progressive and inclusive.
- Hybrid Working: 60% office or field-based and 40% home-based, with some flexibility according to business and personal needs.
Helpdesk Team Leader employer: Scaleform
Join a pioneering not-for-profit start-up dedicated to delivering a nationwide environmental programme, where your role as Helpdesk Team Leader will be instrumental in shaping a sustainable future. With a strong emphasis on employee engagement and professional development, you will lead a supportive team in a collaborative work culture that values flexibility and work-life balance. Enjoy competitive benefits, including generous holiday allowances, a robust pension scheme, and the opportunity to make a tangible impact on society while working in the vibrant city of Milton Keynes.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the lookout for a Helpdesk Team Leader role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and customer service. We recommend doing mock interviews with friends or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've led teams or resolved complex issues in the past. This will help you stand out as a candidate who can deliver results.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Helpdesk Team Leader
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Helpdesk Team Leader role. Highlight your experience in managing teams and supporting customer service, as this will show us you understand what we're looking for.
Showcase Your Leadership Skills:We want to see how you've successfully led teams in the past. Share specific examples of how you've coached and supported team members, especially in a helpdesk or customer service environment.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and structure your thoughts logically. This reflects the communication skills we value in our team.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Scaleform
✨Know the Organisation Inside Out
Before your interview, make sure you understand the mission and values of the organisation. Familiarise yourself with their nationwide environmental programme and how it aims to reduce waste. This will show your genuine interest and help you align your answers with their goals.
✨Demonstrate Your Leadership Skills
As a Helpdesk Team Leader, you'll need to showcase your experience in leading teams. Prepare examples of how you've coached and supported team members in the past. Highlight specific situations where your guidance led to improved performance or morale.
✨Be Ready for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle escalations. Think of scenarios where you've successfully managed difficult customer interactions or resolved conflicts within a team. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Communication Style
Strong communication is key for this role. During the interview, demonstrate your approachable and friendly style. Practice articulating your thoughts clearly and concisely, and be prepared to discuss how you would ensure clarity and consistency in communication with your team and stakeholders.
