At a Glance
- Tasks: Lead a dynamic helpdesk team and ensure top-notch service delivery.
- Company: Join a reputable organisation committed to excellence and customer satisfaction.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
- Why this job: Make a real difference by leading a team and enhancing customer experiences.
- Qualifications: 3+ years in contact centre leadership with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Location: 310 Broadway, Salford, M50 2UE
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.
Helpdesk Team Leader in Manchester employer: Sodexo
At our Salford location, we pride ourselves on fostering a dynamic and supportive work culture that prioritises employee development and satisfaction. As a Helpdesk Team Leader, you will benefit from comprehensive training programmes, opportunities for career advancement, and a commitment to maintaining a safe and inclusive workplace. Join us to lead a dedicated team while enjoying the unique advantages of working in a vibrant city known for its rich culture and community spirit.
