Helpdesk Team Leader (Dayshift)

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

Job summary

A leading facilities management company in Glasgow is seeking a Helpdesk Team Leader to manage and motivate a customer service team. The ideal candidate should possess strong customer service skills and the ability to work under pressure, ensuring high-quality service delivery for major supermarket clients within a dynamic environment. This permanent role offers a comprehensive benefits package including 33 days holiday and health services.

Benefits

33 Days Holiday (Inc. Bank Holidays)

Private Pension

HealthShield Cashback Plan

Employee Value Awards

Access to Costco Personal Membership Subscription

Electric Car Scheme

First Bus Commuter Club

Qualifications

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

Responsibilities

• Monitor performance to ensure achievement of service levels.
• Deal with complex cases and respond to emergencies.
• Provide management reports and statistical information.

Skills

Strong customer service skills

Ability to work under pressure

Flexible and adaptable

Job description

Job Title: Helpdesk Team Leader (Day Shift) | Location: Glasgow Head Office | Contract Type: Permanent | Working Hours: 37.5 Hours Per Week | Salary: £28,641 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

At City, we take pride in supporting our colleagues with a fantastic range of exciting benefits designed to enhance both their professional and personal lives. From exclusive perks to valuable rewards, we're committed to ensuring our team feels valued, motivated, and empowered. Our benefits include:

• 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