Helpdesk Service Team Leader

Royal Mail Group; Sheffield; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading postal service provider based in Sheffield is seeking a Helpdesk Service Team Leader to lead a team delivering a high-quality customer-focused HR service. Responsibilities include analyzing call trends, monitoring service metrics, and fostering a positive working environment. Candidates should have exceptional leadership, organizational, and communication skills. This role offers a competitive salary, benefits, and a full-time, 8-month fixed term contract. Join a dynamic team at the forefront of customer service excellence.

Benefits

Competitive salary

10% annual bonus potential

27.5 days annual leave

Company pension scheme

Family friendly support

Qualifications

• Demonstrated excellence in team management and call centre delivery.
• Ability to prioritise workloads effectively in a fast-paced environment.
• Strong understanding of HR systems and experience in incident reporting.

Responsibilities

• Lead a team to deliver a high-quality, customer-focused HR service.
• Monitor service metrics and quality standards for continuous improvement.
• Engage and develop the team through regular meetings and support.

Skills

Leadership skills

Organisational skills

Communication skills

Time management

Experience in contact centre

Job description

Job reference 333139

Helpdesk Service Team Leader

Competitive salary, 10% annual bonus potential, 27.5 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates.

8 Month Fixed Term Contract, Full time.

This role will be based out of Sheffield, Pond Street, S98 6HR 2 days per week.

Are you an experienced team manager with a proven track record in delivering results within a call centre or helpdesk environment? If so, we'd love to hear from you!

We're looking for a Helpdesk Service Team Leaderogon. This is an exciting opportunity for someone who thrives in a fast‑paced environment and enjoys leading a team to success.

About the Role

Reporting to the HR Helpdesk popraw Manager, you will lead a team to deliver a high‑quality, customer‑focused HR service, ensuring compliance with Royal Mail Group policies and supporting the smooth operation of Contact Centre helplines.

• Analyse call trends and plan resources to deliver an exceptional, customer‑focused experience.
• Promote self‑service, identifying opportunities to improve channels, technology, and ways of working.
• Monitor service metrics and quality standards to drive continuous improvement.
• Act as a role model, setting high standards and leading by example.
• Engage and develop your team through regular meetings and one‑to‑one support.
• Embed legal requirements and Royal Mail policies into daily practices.
• Build strong relationships with customers, colleagues, and suppliers.
• Track team performance against service specifications and implement improvement plans.
• Ensure safe systems of work are in place and followed.

About You

• Excellent organisational, time management, and leadership skills, including coaching and performance management.
• Good understanding of HR systems.
• Outstanding communication skills.
• Proven ability to prioritise workloads and meet targets in a fast‑paced environment.
• Experience managing teams in a contact centre setting.
• Ability to foster a positive, fair, and respectful work environment.
• Expertise in incident reporting and.jd implementing corrective actions.
• Ability to build and maintain excellent relationships across the organisation.

Extra Benefits

• Family friendly support – enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
• Discounts and offers – there are more than 800 offers to help you save on groceries suí days out, holidays and your household bills*.
• Company sick pay જીવ supportive and generous.
• Your Wellbeing – you and your family have 24/7 access to services and tools to help you get the most out of life. From physical and mental health to financial and social support and advice. It’s free, and it’s for everyone.
• *Available only to perm employees.

Next Steps

The next stage of the selection process will be a face‑to‑face or virtual interview consisting of competency based and role specific questions.

Trust is the foundation of Royal Mail. We aim to be transparent about pesto qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we'll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.

We understand that candidates may not meet.Widget all the criteria for the role. If your experience is different, but you have relevant skills we'd love to hear from you.

Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals.

As a proud Gold signatory to the Armed Forces Covenant, we especially encouragenings applications from the Armed Forces community, including cadet instructors and spouses/partners.

We are committed to ensuring an inclusive recruitment process. If you require any adjust< li>ments to support you during the hiring process, please discuss these with your recruiter when contacted.

For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/

Closing Date: Tuesdaywlet 20th January. Please note, this advert may close early if the appropriate number of applications has been reached.