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Helpdesk Team Leader

4 months ago

Glasgow, United Kingdom Perfect Career Full time

**Position: Helpdesk Team Leader**

**Salary: £23,500 - £26,530.20 per annum DOE**

**Location: Glasgow Head Office / Working from Home**

**Hours: 37.5 hours per week working 5 days out of 7 days**

**Hours of work: Shifts are between 6am - 10pm and will be either 6am-2pm, 7am-3pm, 8am-4pm, 9am-5pm, 12pm-8pm, or 2pm-10pm**

We are advertising this Helpdesk Team Leader role on behalf of our client ‘City Facilities Management’. City FM was established in 1985 and the company has grown to become one of the world’s largest privately held, integrated FM companies.

**Job Purpose**:
This is a key position, leading the Customer Service Representatives who act as ambassadors for our client.

Team Leaders will effectively lead and manage the seniors and representatives to always ensure the highest level of customer care and satisfaction. The role will develop to be responsible for leading a team of approximately 15 colleagues, across seniors and CSRs, ensuring all service delivery targets are being met and exceeded, wherever possible.

Team Leaders are an integral part of the management team, adding true value to the business.

**Key Accountabilities**:

- To coach, motivate to ensure people performance is optimised.
- To support and provide guidance to all direct reports.
- Conduct monthly, documented 1-1s and assess their 1-1 meetings with their teams
- Conduct yearly appraisals for team leaders and support them to carry out their own team appraisals.
- Attendance management, including welfare visits and return to work interviews for all Service Desk colleagues.
- Carry out Performance management - performance improvement planning, disciplinary, investigation and conduct meetings.
- Management of holiday requests and planned absence to ensure that Services Desk has adequate cover in place over all shifts (24/7)
- Identify any training needs in the Service Team Leaders and across the desk.

**The Person**:

- Educated to GCSE / Standard Grade level as a minimum, ideally NVQ Level 3 or above (Customer Service / Administration)
- A working knowledge of Helpdesk functions within the FM industry is beneficial
- Previous experience of effectively leading a team is essential.
- Strong PC literacy, with experience in extracting, collating and presenting performance data.
- Strong communication skills, both written and verbal
- Strong results focus, takes accountability for own performance and that of the team/
- Effective problem-solving and decision-making

**Job Types**: Full-time, Permanent

**Salary**: £23,500.00-£26,350.20 per year

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Work Location: In person

Reference ID: Helpdesk Team Leader - Glasgow