At a Glance
- Tasks: Lead a dynamic helpdesk team and ensure top-notch service delivery.
- Company: Join a forward-thinking company committed to inclusivity and excellence.
- Benefits: Competitive salary, supportive environment, and opportunities for personal growth.
- Other info: Embrace diversity and be part of a journey towards inclusion.
- 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 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.
Service Desk Team Lead employer: Sodexo
At our Salford location, we pride ourselves on being an excellent employer that fosters a supportive and inclusive work culture. As a Service Desk Team Lead, you will benefit from comprehensive training and development opportunities, ensuring your professional growth while working in a dynamic environment that values teamwork and customer satisfaction. Join us to be part of a company that champions diversity and is committed to creating a safe and rewarding workplace for all employees.
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 in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to team leadership and customer service. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in previous roles, especially around team management and process improvements. 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 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 a helpdesk effectively.
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 passion for customer service and your leadership style, and don’t forget to mention how you can contribute to our team's success.
Showcase Your Skills:We want to see your skills in action! Be sure to include specific examples of how you've used your analytical and organisational skills in previous roles, especially in a fast-paced environment like a contact centre.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to keep track of your application and ensure you’re considered for the role!
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. 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 a team 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.
