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- Tasks: Lead a dynamic helpdesk team and ensure top-notch service delivery.
- Company: Join Sodexo, a global leader in improving quality of life.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Other info: Be part of a collaborative culture that values innovation and growth.
- 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 skills.
The predicted salary is between 29000 - 32000 £ per year.
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.
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.
Sodexo’s Business Support segment sits at the heart of our organisation, providing the essential services that keep our operations running smoothly and efficiently. As a central function, Business Support brings together a diverse range of specialist teams - including our technology and digital services - to deliver the systems, processes and expertise that enable Sodexo to thrive. From driving innovation to ensuring seamless administrative, commercial and operational support, the Business Support segment plays a critical role in strengthening performance across all parts of the business.
Joining this segment means becoming part of a collaborative, solutions-focused environment where your work directly contributes to the success of our people, our clients and the communities we serve. Ready to be part of something greater? Apply today!
About The Company
At Sodexo, our purpose is to create a better everyday for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On-Site Food and FM Services.
Helpdesk Team Leader employer: Sodexo Ltd
Contact Detail:
Sodexo Ltd Recruiting Team
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 even in person. Let them know you're on the lookout for a Helpdesk Team Leader 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 answers. We recommend using the STAR method (Situation, Task, Action, Result) to structure your responses and showcase your experience effectively.
✨Tip Number 3
Showcase your skills! Bring along examples of how you've improved processes or led teams in previous roles. This will help you stand out as a results-driven candidate who can make a real impact at Sodexo.
✨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, it shows you're genuinely interested in joining our team at Sodexo!
We think you need these skills to ace Helpdesk Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Helpdesk 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 should reflect your passion for the role and the company. Use it to explain why you're the perfect fit for leading a team in a fast-paced environment and how you can contribute to maintaining high customer satisfaction.
Showcase Your Skills: Don’t forget to emphasise your strong communication skills and proficiency in Microsoft Excel and Word. These are key for the role, so give examples of how you've used these skills in previous positions.
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 on the path to joining our fantastic 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 helpdesk operations, team management, and customer service excellence. Being able to discuss specific examples from your experience will show that you’re the right fit for the role.
✨Showcase Your Leadership Skills
Prepare to talk about your leadership style and how you've successfully coached and developed teams in the past. Think of specific instances where you’ve improved team performance or resolved conflicts. This will demonstrate your ability to lead effectively in a fast-paced environment.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle certain situations, like managing workloads or dealing with escalated queries. Practise your responses to these scenarios so you can showcase your analytical and decision-making skills during the interview.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! 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.