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 diversity and inclusion.
- Benefits: Competitive salary, supportive work culture, and opportunities for personal growth.
- Other info: Inclusive workplace with a focus on professional development and safety standards.
- 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 analytic, 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.
Ready to be part of something greater? Apply today! We are an inclusive workplace, where everyone is welcome and can be the best versions of themselves. We recognise that we are on a journey with regards to diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds. We are a Disability Confident Leader employer. We are 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 Salford employer: Sodexo
At our Salford location, we pride ourselves on being an excellent employer that fosters a supportive and inclusive work culture. As a Command Centre Team Leader, you will benefit from comprehensive training and development opportunities, ensuring your professional growth while leading a dedicated team in a dynamic environment. With a strong commitment to employee well-being and a focus on diversity and inclusion, we offer a rewarding workplace where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Command Centre Team Leader in Salford
✨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 Command Centre Team Leader role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and customer service. We recommend doing mock interviews with friends or family to boost your confidence and refine your answers.
✨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 can really set you apart during interviews.
✨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 Command Centre Team Leader in Salford
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 skills that match the job description. We want to see how you can bring your unique flair to our team!
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 previous positions. We love a good story!
Show Off Your Skills:Don’t forget to showcase your advanced proficiency in Microsoft Excel and Word. If you have any certifications or training, mention them! We’re looking for someone who can hit the ground running, so let us know what you’ve got.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s super easy, and you’ll be one step closer to joining our inclusive workplace where everyone can thrive. Don’t miss out!
How to prepare for a job interview at Sodexo
✨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. This will help you answer questions confidently and show that you’re ready to hit the ground running.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you successfully led a team or improved processes. Be ready to discuss how you’ve coached and developed team members, as this is crucial for the role. Highlighting your ability to motivate others will set you apart.
✨Demonstrate Customer Focus
Since building strong customer relationships is key, think of specific instances where you’ve gone above and beyond for customers. Share how you’ve handled difficult situations and maintained high satisfaction levels. This will show that you understand the importance of customer service in this role.
✨Ask Thoughtful Questions
Prepare some insightful questions about the Command Centre’s operations and future goals. This not only shows your interest in the position but also gives you a chance to assess if the company aligns with your values and career aspirations.
