At a Glance
- Tasks: Lead a dynamic team in a fast-paced helpdesk environment and ensure top-notch service delivery.
- Company: Join a forward-thinking company committed to excellence and inclusivity.
- Benefits: Competitive salary, supportive work culture, and opportunities for personal growth.
- Other info: Be part of a Disability Confident Leader employer promoting diversity and inclusion.
- Why this job: Make a real impact by leading a team and enhancing customer satisfaction.
- Qualifications: 3+ years in contact centre leadership with strong communication and coaching skills.
The predicted salary is between 29000 - 32000 € per year.
We are seeking an experienced Helpdesk Team Leader to oversee the daily operations of the Command Centre. The successful candidate will ensure full compliance with policies and procedures, deliver contractual and quality KPIs, and provide effective leadership, coaching, and development to a team of administrators and schedulers.
Key Responsibilities
- Deputise for the Operations Manager when required.
- Act as the first point of escalation for all helpdesk-related queries.
- Support operators and schedulers with workload management.
- Monitor and manage workloads to ensure tasks are completed within required timescales.
- Deliver and support regular training, coaching, and development activities.
- Conduct monthly 1:1s and quarterly PDRs, documenting all actions and development needs.
- Maintain accurate processes and identify opportunities for improvement.
- Support the rollout of new procedures and operational changes.
- Assist with recruitment within the Command Centre.
- Build strong customer relationships and ensure high levels of satisfaction.
- Promote a safe working environment and uphold Sodexo’s values, policies, and ethical standards.
Requirements
- Minimum 3 years’ experience in a Contact Centre or Service Centre environment.
- Proven experience in team leadership and people management.
- Ability to lead effectively in a fast-paced, changing environment.
- Strong customer focus and excellent communication skills.
- Demonstrated ability to coach, develop, and motivate teams.
- Advanced proficiency in Microsoft Excel and Word.
- Strong analytical, organisational, and decision-making skills.
- High attention to detail and commitment to service excellence.
- Ability to build strong relationships and influence stakeholders.
- Experience improving business processes and working to safety standards.
- Self-motivated, professional, and results-driven.
We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations. We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the job.
Command Centre Team Leader in Eccles employer: Sodexo Ltd
At our Salford location, we pride ourselves on being an excellent employer that values leadership and employee development. With a strong commitment to fostering a supportive work culture, we offer comprehensive training and growth opportunities, ensuring that our team members thrive in their roles while maintaining a focus on service excellence and customer satisfaction. Join us to be part of a dynamic environment where your contributions are recognised and valued.
StudySmarter Expert Advice🤫
We think this is how you could land Command Centre Team Leader in Eccles
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Command Centre Team Leader role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those 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! Create a portfolio or a presentation that highlights your achievements in previous roles, especially around coaching and development. This will help you stand out during interviews and demonstrate your leadership capabilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Command Centre Team Leader in Eccles
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Command Centre Team Leader role. Highlight your experience in team leadership and any relevant achievements that showcase your ability to manage workloads and improve processes.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention your customer focus, communication skills, and how you can contribute to the team's success at StudySmarter.
Showcase Your Leadership Skills:In both your CV and cover letter, emphasise your leadership experience. Share specific examples of how you've coached and developed teams in the past, as this is key for the Helpdesk Team Leader position.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get you one step closer to joining our awesome team!
How to prepare for a job interview at Sodexo Ltd
✨Know Your Stuff
Make sure you’re familiar with the key responsibilities of a Helpdesk Team Leader. Brush up on your knowledge of compliance, KPIs, and team management strategies. Being able to discuss these topics confidently will show that you’re serious about the role.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you successfully led a team or improved processes. Highlight how you’ve coached and developed team members, as this is crucial for the position. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Customer Focus
Be ready to talk about how you’ve built strong customer relationships in previous roles. Share specific instances where you’ve gone above and beyond to ensure customer satisfaction. This will resonate well with the interviewers, as customer focus is key in this role.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, training opportunities, or how success is measured in the Command Centre. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.
