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 environment, and opportunities for professional growth.
- Other info: Embrace a culture of support and development while promoting inclusivity.
- 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.
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.
Service Desk Team Lead employer: Sodexo Ltd
At our Salford location, we pride ourselves on fostering a supportive and dynamic work environment where team leaders can thrive. With a strong emphasis on employee development, we offer comprehensive training and coaching opportunities, ensuring that you can grow your skills while leading a dedicated team. Our commitment to inclusivity and safety, alongside competitive salaries and a focus on work-life balance, makes us an exceptional employer for those seeking meaningful and rewarding careers in the service industry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Lead
✨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 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 candidate who can deliver results and drive change in the Command Centre.
✨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 Service Desk Team Lead
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 achievements that showcase your ability to manage workloads and improve processes.
Craft a Compelling Cover Letter:Your cover letter should tell us why you're the perfect fit for this position. Use it to demonstrate your strong customer focus and excellent communication skills, and don’t forget to mention your experience in a fast-paced environment!
Showcase Your Leadership Skills:In both your CV and cover letter, emphasise your leadership experience. We want to see how you've coached and developed teams in the past, so share specific examples that illustrate your ability to motivate and guide others.
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 ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Sodexo Ltd
✨Know Your Stuff
Make sure you’re familiar with the key responsibilities listed in the job description. Brush up on your experience in team leadership and how you've managed workloads in a fast-paced environment. Be ready to share specific examples that highlight your skills.
✨Showcase Your Coaching Skills
Since the role involves coaching and developing a team, think about times when you've successfully trained or mentored others. Prepare to discuss your approach to leadership and how you motivate your team to achieve their best.
✨Demonstrate Customer Focus
This position requires a strong customer focus, so be prepared to talk about how you've built relationships and ensured high levels of satisfaction in previous roles. Share any specific strategies you've used to handle difficult situations or improve service delivery.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Think of scenarios where you had to make quick decisions or implement new procedures. Practising these responses will help you feel more confident during the interview.
