Service Desk Team Leader

GXO Logistics, Inc; Lutterworth; On-site; GBP 28,800 - 35,200; Full time

Benefits offered by this job

Company sponsored pension scheme

Private medical insurance

Dental insurance

24/7 online GP service

Life assurance

Employee assistance programme

High street discounts

Cycle to work scheme

Cashback cards

Saving scheme

Job summary

Join a dynamic team as a Service Desk Team Leader in a fast-paced logistics environment. This role is pivotal in ensuring exceptional customer service delivery, managing a team of Customer Advisors, and resolving queries effectively. With a focus on personal development and collaboration, you will thrive in a supportive workplace that values innovation and efficiency. Enjoy a competitive salary, comprehensive benefits including health insurance, and access to various employee perks. This is your chance to lead and make a significant impact in a leading supply chain solutions provider.

Qualifications

• Experience as a Service Desk Team Leader or similar role.
• Strong understanding of customer queries and service delivery.

Responsibilities

• Manage customer and systems in order processing and progression.
• Oversee team performance and recruitment of Customer Advisors.

Skills

Customer service skills

Communication skills

Interpersonal skills

Problem-solving skills

Advanced Excel skills

Tools

PC

Job description

Join our dynamic team as a Service Desk Team Leader and be the driving force behind delivering unparalleled support and efficiency in our fast-paced logistics environment.

Here at GXO, we are looking for a Service Desk Team Leader to join our BT site in Lutterworth.

This is a fantastic opportunity to truly lead the team and together excel in customer service delivery. Whether through the phone or on-site, the Service Desk Supervisor will ensure the team can swiftly provide a problem resolution and manage customer relationships.

The role offers shift patterns Monday to Friday 09:00-17:00, with some flexibility required.

Pay, benefits and more:

We’re looking to offer a salary of up to £32,000.00 and 22 days annual leave (plus bank holidays). Your benefits package includes a company sponsored pension scheme, private medical & dental insurance, a 24/7 online GP service, life assurance and a fully comprehensive employee assistance programme. You’ll also have access to our MyBenefits platform offering a variety of high street discounts, a cycle to work scheme, cashback cards, a saving scheme and much more!

What you’ll do on a typical day:

1. Properly manage customer and systems in terms of order processing and progression.
2. Ensure that all official communication with GXO colleagues, BT LOBs, or external customers are to a professional standard.
3. Take ownership of personal development and actively seek opportunities to enhance skills and performance.
4. Collaborate effectively with others, initiating and contributing to team discussion and problem solving.
5. Confidently complete tasks and solve problems independently with minimal or no intervention from your Line Manager.
6. Fully manage the team of Customer Advisors including recruitment, KPI performance management, and disciplinary hearings.

What you need to succeed at GXO:

1. Experience as a Service Desk Team Leader or similar role, including knowledge of employee lifecycle.
2. Previous experience in a customer-facing role and a firm understanding of how to deal with any type of customer query.
3. Great communication and interpersonal skills.
4. Strong PC skills including Excel on an advanced level.

We engineer faster, smarter, leaner supply chains.

GXO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team – energetic, innovative people of all experience levels and talents who make GXO a great place to work.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities