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- Tasks: Lead a dynamic helpdesk team to deliver top-notch customer service and performance.
- Company: Join Sodexo, a leader in service excellence with a focus on teamwork.
- Benefits: Enjoy mental health support, discounts, and a cycle-to-work scheme.
- Why this job: Make a real impact while developing your leadership skills in a fast-paced environment.
- Qualifications: Experience in team management and strong IT skills are essential.
- Other info: Opportunity for career growth and a chance to work in a military environment.
The predicted salary is between 22800 - 28500 £ per year.
We are currently looking for a Helpdesk Supervisor to join our team at Merville Barracks, Circular Rd South, Colchester, CO2 7UT. This is a key supervisory role, ideal for someone who thrives in a fast-paced, customer-focused environment and enjoys leading teams to deliver service excellence.
What you’ll do:
- Supervise the helpdesk administration team to ensure SLA, KPI and contractual standards are achieved and maintained.
- Act as a customer interface for fault reporting, service requests and complaints, liaising with contractors and stakeholders.
- Manage day-to-day team performance including call monitoring, 1-2-1s, objective setting, absence management, and forward planning.
- Use analytical data and call handling statistics to monitor performance and drive KPI delivery.
- Identify, source and deliver training to support service excellence and team development.
- Co‑ordinate reactive task dispatch to engineers and subcontractors based on priority and skill set.
- Monitor service requests, investigate delays and manage extension requests where required.
- Take ownership of the complaints process, ensuring root cause analysis and lessons learned are captured.
- Produce operational and performance reports, including SLA and MIS reporting (Schedule 11 deliverables).
- Maintain CAFM systems, customer surveys, correspondence, records and documentation.
- Act as a point of escalation for the team and proactively identify solutions to improve performance.
- Build and maintain strong working relationships with internal and external stakeholders.
- Provide cover for the Contract Administration and Security Manager when required.
- Lead and attend team meetings, encouraging engagement, contribution and idea sharing.
- Ensure compliance with health, safety, hygiene, PPE and uniform standards.
- Report near misses, accidents and faulty equipment.
- Undertake any other reasonable duties as directed by management.
What you bring:
- Previous experience managing a team in a fast-paced, customer-focused environment.
- Strong IT skills, including Microsoft Outlook, Word, Excel and PowerPoint.
- Excellent verbal and written communication skills.
- Ability to work on own initiative and as part of a wider team.
- High attention to detail and adherence to standards.
- Experience managing teams and multiple stakeholders against tight deadlines.
- Proven ability to use analytics and performance data to drive results.
Desirable:
- Experience working within a military environment.
- Experience in an engineering, facilities or coordination role.
- Demonstrated leadership skills and knowledge.
- Health & Safety and/or Food Safety knowledge or qualifications.
What we offer:
- Mental health & wellbeing support.
- Employee Assistance Programme for personal, legal, and financial advice.
- 24/7 virtual GP & lifestyle rewards.
- Discounts for you & family.
- Financial tools & retirement plan.
- Cycle to Work & Paid volunteering day.
Ready to be part of something greater? Apply today!
Helpdesk Supervisor in London employer: Workingwith Sodexo
Contact Detail:
Workingwith Sodexo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Supervisor in London
✨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 Helpdesk Supervisor 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 management 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 leadership skills! During interviews, share specific examples of how you've successfully managed teams and improved performance. This will help you stand out as a candidate who can drive results.
✨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 Helpdesk Supervisor in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Helpdesk Supervisor role. Highlight your experience in managing teams and working in fast-paced environments, just like we do at StudySmarter. Use keywords from the job description to show you’re a perfect fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for customer service and leadership. Let us know how your skills align with our mission at StudySmarter and why you want to join our team. Keep it engaging and personal!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you’ve driven results in previous roles. We love seeing how you’ve made a difference, so let those accomplishments shine through!
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. It’s super easy and ensures your application goes directly to us. Plus, you’ll get to see more about what we do at StudySmarter while you’re there!
How to prepare for a job interview at Workingwith Sodexo
✨Know Your Stuff
Make sure you understand the key responsibilities of a Helpdesk Supervisor. Familiarise yourself with SLAs, KPIs, and how to manage a team effectively in a fast-paced environment. This will show that you're not just interested in the role, but that you’re ready to hit the ground running.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you’ve improved performance or resolved conflicts. This will help demonstrate your ability to manage day-to-day team performance and build strong relationships with stakeholders.
✨Be Data Savvy
Since the role involves using analytics and performance data, brush up on your skills in this area. Be ready to discuss how you've used data to drive results in previous roles. This will highlight your analytical mindset and your capability to monitor and improve team performance.
✨Engage and Ask Questions
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and expectations for the role. This shows your genuine interest and helps you assess if the company is the right fit for you.
