At a Glance
- Tasks: Lead a dynamic helpdesk team and ensure top-notch service delivery.
- Company: Join a forward-thinking company committed to excellence and inclusivity.
- Benefits: Competitive salary, supportive work environment, and opportunities for professional growth.
- Other info: Embrace a culture of development and support for all abilities.
- Why this job: Make a real impact by leading a team and enhancing customer satisfaction.
- Qualifications: 3+ years in a contact centre with proven leadership skills.
The predicted salary is between 29000 - 32000 € per year.
Helpdesk Team Leader Location: 310 Broadway, Salford, M50 2UE
Salary: £29000 - £32000 depending on experience
Working hours: 40 hours per week – Monday to Sunday 5 days over 7 – (07:00 – 19:00hrs)
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.
- 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.
Service Desk Team Lead in Eccles employer: Sodexo Ltd
At our Salford location, we pride ourselves on fostering a supportive and inclusive work culture that prioritises employee development and well-being. As a Service Desk Team Lead, you will benefit from comprehensive training opportunities, a commitment to work-life balance, and the chance to make a meaningful impact within a dynamic team. Join us in our mission to deliver exceptional service while enjoying the advantages of being part of a Disability Confident Leader employer.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Lead in Eccles
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Service Desk Team Lead role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for those interviews! Research common questions for team leadership roles and practice your responses. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Showcase your skills! When you get the chance to meet potential employers, bring along examples of your work or achievements. Whether it's a project you led or a process you improved, tangible evidence can really set you apart from the competition.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you a better shot at landing that interview. Plus, it shows you’re genuinely interested in joining our team!
We think you need these skills to ace Service Desk Team Lead in Eccles
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Team Lead role. Highlight your experience in team leadership and any relevant skills that match the job description. We want to see how you can bring your unique flair to our Command Centre!
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. Share specific examples of how you've led teams and improved processes in the past. We love a good story that showcases your skills!
Show Off Your Customer Focus:Since customer satisfaction is key, make sure to include examples of how you've built strong relationships with clients or customers. We want to know how you’ve gone above and beyond to ensure their needs are met!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
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 of how you've successfully led teams in the past. Think about specific situations where you coached or developed team members, managed workloads, or improved processes. This will demonstrate your ability to lead effectively in a fast-paced environment.
✨Customer Focus is Key
Be ready to talk about your approach to building strong customer relationships. Share instances where you’ve gone above and beyond to ensure customer satisfaction. This will highlight your strong customer focus, which is crucial for this role.
✨Ask Thoughtful Questions
Prepare some insightful questions to ask at the end of your interview. Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
