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- Tasks: Lead a dynamic help desk team, ensuring top-notch service and performance.
- Company: Join Blue Arrow, a trusted name in recruitment, dedicated to connecting talent with opportunity.
- Benefits: Enjoy competitive pay, a supportive work environment, and opportunities for professional growth.
- Why this job: Be part of a collaborative culture that values customer service and continuous improvement.
- Qualifications: Experience in helpdesk roles and team leadership is essential; strong communication skills are a must.
- Other info: Blue Arrow champions diversity and is committed to providing equal opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Blue Arrow is looking for a help desk team leader who will be able to work for our client.
See below all the details:
Job Title : Help Desk Team Leader
Worthing, BN13 3NY
Start Time: 08:00
End Time: 17:00
Pay Rate: 18.38
Key Tasks & Responsibilities:
– Team supervision: Manage and supervise the helpdesk staff – ensuring coverage performance, training and adherence to service standards. Monitor team performance.
– Managing service requests: Oversee logging and triaging of calls, walk-ins. Use CAFM Planon system to dispatch tasks and maintain structured workflows.
– Quality & Metrics: Monitor SLA/KPI (Balanced Score Card), compliance, handling of complaints and prepare operational reports. Manage sub-contractor inbox for updates and job closures.
– WIP (Work In Progress): Manage WIP for timely billing of chargeable works. Ensure SOR (Schedule of Rates) are correct and ready for application of payment.
– Jeopardy Management: Provide jeopardy management reports for your team and the Operation and Regional managers.
– Customer service: Deliver high standards of responsiveness and professionalism, presenting a constant & trustworthy image to internal and external customers.
– Collaboration: Liaise with multi-trade technicians, regional managers, and contractors to coordinate service delivery and maintenance tasks.
Essential:
* Proven experience in a helpdesk, service desk, or facilities coordination role, ideally within FM, utilities, or a similar service-driven environment
* Previous experience in a supervisory or team leader position, with responsibility for staff performance, development, and workload management
* Strong knowledge of CAFM systems (e.g., Planon, Maximo, Concept, or similar) and the ability to manage service requests effectively
* Demonstrable track record of meeting KPIs and SLAs in a customer-focused environment
* Excellent communication and interpersonal skills, with the ability to engage confidently with clients, engineers, contractors, and stakeholders at all levels
* Strong organisational and problem-solving skills, with the ability to prioritise competing demands in a fast-paced environment
* Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) and other digital collaboration tools
* Understanding of health, safety, and compliance requirements relevant to facilities and service delivery
* Ability to analyse service performance data and contribute to continuous improvement initiatives
* Flexibility to adapt to changing priorities and client needs while maintaining service quality
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
Help Desk Team Leader-Worthing in Worthing, West Sussex employer: Virtual Hub
Contact Detail:
Virtual Hub Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Team Leader-Worthing in Worthing, West Sussex
✨Tip Number 1
Familiarise yourself with CAFM systems like Planon, as this role requires strong knowledge of such tools. Consider taking a short online course or tutorial to brush up on your skills and demonstrate your commitment to mastering the software.
✨Tip Number 2
Highlight your experience in managing teams and meeting KPIs during networking events or informal chats. Building connections with professionals in the facilities management sector can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare for potential interviews by practising responses to common questions about team leadership and customer service scenarios. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Tip Number 4
Stay updated on industry trends and best practices in help desk management. Following relevant blogs or joining professional groups can help you engage in conversations that showcase your knowledge and passion for the field.
We think you need these skills to ace Help Desk Team Leader-Worthing in Worthing, West Sussex
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in helpdesk or service desk roles. Emphasise any supervisory or team leader positions you've held, and showcase your familiarity with CAFM systems like Planon.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the key tasks and responsibilities mentioned in the job description. Use examples from your past experiences to demonstrate how you meet the essential criteria.
Highlight Key Skills: In your application, focus on your communication, organisational, and problem-solving skills. Mention your ability to manage service requests and meet KPIs and SLAs, as these are crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Virtual Hub
✨Showcase Your Leadership Skills
As a Help Desk Team Leader, you'll need to demonstrate your ability to manage and supervise a team. Prepare examples of how you've successfully led teams in the past, focusing on performance management and training.
✨Familiarise Yourself with CAFM Systems
Since knowledge of CAFM systems like Planon is essential, make sure you understand how these systems work. Be ready to discuss your experience with them and how you've used them to manage service requests effectively.
✨Prepare for Customer Service Scenarios
Customer service is key in this role. Think of specific situations where you've handled complaints or provided exceptional service. Be prepared to share these stories to illustrate your skills in maintaining high standards of responsiveness.
✨Demonstrate Your Problem-Solving Abilities
In a fast-paced environment, prioritising tasks is crucial. Prepare to discuss how you've managed competing demands and solved problems in previous roles, highlighting your organisational skills and ability to adapt to changing priorities.
