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Customer Care Helpdesk Team Leader

4 months ago

Cardiff, Cardiff, United Kingdom Resourcing Group Full time

Customer Care / Helpdesk Team Lead

Manchester City Centre

Up to 36,000 + excellent benefits

Resourcing Group have an exciting career opportunity to work with a leading FM company in their National Help Desk & Customer Service centre.

The main responsibility of the Customer Care Team Leader is to develop and implement service levels that ensures an outstanding customer experience, promotes loyalty to the Facilities management company and creates new opportunities.

By leading the Customer Care team, they guarantee that customer expectations are consistently surpassed through effective communication and the provision of relevant information.

The Customer Care Team Leader supports both internal and external customers by offering guidance, mentorship, and training to establish strong departmental systems, policies, and procedures that ensure a consistent level of service in all areas. They demonstrate leadership by setting a positive example and promoting a culture of continuous improvement. They play a crucial role in managing the delivery of Customer Care services to regional and national accounts by supporting the national shared service team to ensure delivery of, and accountability for, performance targets, service level agreements, and statutory compliance as contractually required. Additionally, they prioritise regular communication of progress and updates to internal and external stakeholders regarding the diverse range of customers within the FM business

The nature of the role necessitates working in Manchester City Centre from 8-5 Monday to Friday

The role

Act as a role model for team members to exemplify standards of dress, behaviour, and general conduct

Approve temporary timesheets and own recruitment agency relationships

Assist with the recruitment of new team members

Be responsible for holiday, sickness reporting

Complete mid and full year reviews and, based on the overall performance rating, create, and facilitate development/ performance improvement plan(s) as required

Complete monthly 121's to manage performance; provide development plans and conduct appraisals which encourage employee engagement

Ensure sickness management processes are completed for all absences e.g., absence reporting/ closure, return to work interviews etc

Ensure all onboarding activities, reviews, and paperwork are completed and submitted within the required timescales e.g., Probation reviews, records of discussion etc

Have daily/ weekly meetings with individuals/ teams (as appropriate) to ensure workloads are understood, managed, and supported

Plan team rotas to make sure that there is always sufficient cover and communicate cover arrangements to all relevant stakeholders in advance of planned absence

Provide induction and on-going training and coaching of new starters and team members

Regularly audit E-Learning to ensure compliance and completion of required learning by team members

Use the talent matrix to identify performance and career development opportunities for team members as part of monthly 121's. Create development plans and business case(s) as relevant to support and facilitate progression opportunities

Utilise the Operating Framework where performance improvement has been identified to manage accordingly

Work in a professional and pragmatic manner, respecting all employees throughout the business

You will have:

Track record of working a busy demanding business environment

Experience of dealing with customers

Experience of working within the FM or Construction Industry (desirable)

Previous supervisory or team leader experience

Ability to self-manage and work autonomously using initiative to inform and influence decision making

Able to understand customer requirements and deliver an excellent level of service

Effective team co-ordination and leadership skills

Excellent team player

Good level of literacy and numeracy

High standard of written and verbal communication

Organisational and time management skills with the ability to prioritise a varied and demanding workload

Problem solving skills

Strong proficiency in MS Office applications, particularly Word, PowerPoint, and Excel

Interested?

Contact (url removed)

Resourcing Group is acting as an Employment Agency in relation to this vacancy.