Helpdesk Team Leader

CMS - Recruitment; London; On-site; GBP 125,000 - 150,000; Full time

Job summary

A leading recruitment company is seeking an FM Helpdesk Team Leader to manage a high-profile contract in Southwark. The role involves supervising a team, handling service requests, and ensuring compliance with procedures. Ideal candidates will have strong leadership skills and experience in customer service.

Qualifications

• Experience in team leadership and helpdesk operations.
• Strong understanding of Service Level Agreements (SLA).
• Proficient in managing service requests and compliance.

Responsibilities

• Manage a small team of Coordinators to maximize call handling.
• Ensure compliance with statutory and company procedures.
• Analyze job history and prepare performance reports.

Skills

Team Coordination

Customer Service

Complaint Handling

Analytical Skills

Job description

FM Helpdesk Team Leader

Contract

Location: Southwark

Hourly rate: Up to £14.42 per hour

Working within a busy Maintenance Department, the Helpdesk Team Leader is responsible for managing a high-profile contract while supervising a small team of Coordinators.

The main duties of the role will include:

1. Coordinating the team to maximize call handling
2. Logging service requests by telephone and email
3. Ensuring compliance with statutory and company procedures
4. Understanding, identifying, and applying the Service Level Agreement (SLA)
5. Prioritizing urgent jobs
6. Dealing with complaints as required
7. Analyzing job history and running reports
8. Promoting customer feedback and surveys
9. Interviewing and training staff
10. Conducting one-to-one meetings, grievances, and disciplinary meetings
11. Coordinating the Out of Hours team
12. Managing the helpdesk diary, including annual leave and shift patterns
13. Liaising with subcontractors to ensure service quality
14. Preparing performance reports
15. Managing and updating spreadsheets to ensure compliance