Helpdesk Team Leader (Backshift)

City Facilities Management; Glasgow; On-site; GBP 24,000 - 29,000; Full time

Job summary

A leading facilities management company in the UK seeks a Helpdesk Team Leader to manage a dynamic customer service team. This role requires strong leadership, performance monitoring, and the ability to navigate complex cases while ensuring exceptional service delivery in a fast-paced environment.

Benefits

33 Days Holiday (Inc. Bank Holidays)

Private Pension

HealthShield Cashback Plan

Employee Discount Platform

Employee Value Awards up to the value of £250

Access to Costco Personal Membership Subscription

Mental and Physical Health Services

Electric Car Scheme

Discounted Bus Travel

Qualifications

• Experience in a similar customer service-based role desirable but not essential.

Responsibilities

• Monitor performance management techniques and service levels.
• Deal with complex cases and respond to emergencies.
• Provide management reports and statistical information.
• Manage absence and holiday entitlements per company procedures.
• Check that work is completed satisfactorily and identify skill advancement opportunities.

Skills

Strong customer service skills

Ability to work under pressure

Flexibility and adaptability

Job description

Job Title: Helpdesk Team Leader (Back Shift)

Location: Glasgow Head Office

Contract Type: Permanent

Working Hours: 37.5 Hours Per Week

Salary: £28,641.60 Total Salary + Overtime

An exciting opportunity has emerged for a Helpdesk Team Leader to join our company to manage a team of Customer Service Representative's to deliver outstanding service in a dynamic and fast moving environment for one of our major UK supermarket clients. The role entails delegating and prioritising tasks in alignment with the customer's service level agreement, while ensuring the quality of calls and data input through consistent monitoring and constructive feedback. Additionally, you will be responsible for motivating the team to achieve goals and targets in accordance with the customer contract.

Key Responsibilities

• Use performance management techniques to monitor and demonstrate achievement of agreed service levels and lead on improvement.
• Deal with complex cases, responding appropriately to emergencies or urgent issues as they arise.
• Provide appropriate management reports and statistical information to senior management as required.
• Actively manage absence, time keeping and holiday entitlements in line with Company procedures.
• Checking that agreed work by team members has been carried out satisfactorily and following up on any identified opportunities for skill advancement.

Qualifications / Experience

Experience in a similar customer service-based role is desirable but not essential.

The ideal candidate

• Ability to work under pressure whilst carrying out multiple tasks.
• Strong customer service skills.
• Flexible and adaptable to change in a fast-moving environment.

What We Offer

• 33 Days Holiday (Inc. Bank Holidays)
• Private Pension
• HealthShield Cashback Plan - Reclaim part of your dental/optical costs.
• OneCity - Employee Discount Platform
• Employee Value Awards up to the value of £250
• Access to Costco Personal Membership Subscription
• Mental and Physical Health Services (Wisdom, Thrive, SkinVision)
• Electric Car Scheme (Criteria Applies)
• First Bus Commuter Club - Discounted Bus Travel