Helpdesk Team Leader

7 months ago

Glasgow, United Kingdom City Facilities Management (UK) Full time

Salary
- ** £27,857.00**
- Location
- ** Glasgow**
- Shift Pattern
- ** Other**
- This is a _
- permanent_
- , _
- full time_
- vacancy_
- that will close _
- in 16 days_
- at 23:59 GMT_
- . _

**The Vacancy**

**Job Purpose**:

- This is a key position, leading the CSRs who act as ambassadors for our business.
- Team Leaders will effectively lead and manage the seniors and CSRs to ensure the highest level of customer care and satisfaction at all times. The role will develop to be responsible for leading a team of approx. 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**

**Safety**
- To ensure that all activity compiles with Health & Safety policies.

**People**
- To ensure company policies and practises are followed and delivered consistently.
- 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
- Manage all sick calls the helpdesk and update the relevant systems and team members
- 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

**Excellence**
- Champion customer service ‘think like a retailer’ and motivate teams to encourage positive attitude
- Follow and promote City values across the team

**Service**
- Support the Helpdesk Manager to achieve set targets across all Helpdesk function.
- Support on IMG calls with Senior Management within M&S and City.
- Coordinate actions relating to IMG.
- Spot check and help manage the Mercury job monitors, holding team accountable where needed
- Ensure the teams ways of working are up to standard ‘think like a retailer’.
- Point of contact for all CSR process questions and escalations
- Step up and cover the managers role when required (annual leave or during absence)
- Be multi skilled in knowledge across all service desk functions - Helpdesk, OSS, Asset & PPM
- Collate data reports for field management, City colleagues & senior management teams Represent Helpdesk at internal and external meetings
- Ensure stakeholder engagement with City and M&S
- Implement procedural changes, ensuring all colleagues understand and are following process
- To represent the company in a professional and competent manner at all times
- Represent Helpdesk in internal and external meetings
- To visibly demonstrate enthusiasm and positive behaviour
- Have a detailed understanding on the Team Leader roles as well as CSR role so they can step in and help in any situation
- Highly skilled using all aspects of the Mercury system - Mercury Superuser
- Implement procedural changes, ensuring all colleagues are singed off and understand
- Mange Helpdesk procedural library ensuring it is up to date and relevant at all times
- Continuous improvement - looks of ways to improve processes and ways to make the day to day running of the helpdesk better
- Reward and recognise good performance

**Integrity**
- To manage all budgets within target and to optimise the best value and where possible the lowest cost, without compromising service.
- Comply with any other reasonable request or instruction from other Department/CFM Line Manager

**People Responsibilities**:

- The Helpdesk Team leader is responsible for managing the seniors and CSRs to achieve key targets and support the Helpdesk as the business grows, the team size may increase accordingly.

**Knowledge, Skills and Abilities**:

- 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

**Behaviours**:
**Safety - we keep our people and customers safe every day**
- Do the right thing and work in the City way, the safe way
- Keep our people and customers safe everyday

**People - we put our people first, treat each other with respect and work as a team**
- Consistently give and receive feedback, be willing to challenge
- Be construc

  • Helpdesk Team Leader

    7 months ago

    Glasgow, United Kingdom Perfect Career Full time

    **Job Title: Helpdesk Team Leader** **Location: Glasgow** **Salary: £27,857.00 per annum** **Benefits: Pension, health plan, 33 days holiday (including bank holidays)** **Hours: Monday to Friday (37.5 hours per week)** We are advertising this Helpdesk Team Leader role on behalf of our client ‘City Facilities Management’. City were established in...

  • Helpdesk Team Leader

    5 days 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

    6 months ago

    Glasgow, United Kingdom OCS Full time

    **Job Reference: /JB/06-03/1094/13** **Job Title: Helpdesk Team Leader** **Location: Glasgow** **Salary: Competitive** **Hours per week: Variable Shift Rota - Monday to Friday - 07:00 - 17:00, 09:00 - 19:00 - 38 hours per week** **Business Overview** Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a...

  • Helpdesk Team Leader

    7 months ago

    Glasgow, United Kingdom Anderson Knight Full time

    Anderson Knight is recruiting for Helpdesk Team Leader on a back shift rotation for a well-established company based in Glasgow. Hours 37.5 per week - 2pm-10pm on rotation 5 days over 7, working 2 weekends out of 4. Salary - £28,000 **Main Duties and Responsibilities**: - Recruit, lead, and coach a team of Customer Service Representatives. - Motivate...

  • Helpdesk Team Leader

    5 days ago

    Glasgow, United Kingdom Atalian Servest Full time

    **Job Reference: TS/AM/26-01/795/1** **Job Title: Helpdesk Team Leader** **Location: Glasgow - **_Applicants must have the right to work in the UK_** **Salary: Competitive** **Contract: Permanent** **Hours per week: Monday to Friday - 37.5 hours per week** **Business Overview** The Atalian Servest workforce is made up of 30,000 passionate, responsive,...

  • Helpdesk Team Leader

    7 months ago

    Glasgow, United Kingdom OCS Full time

    **Job Reference: /AP/19-04/1147/6** **Job Title: Helpdesk Team Leader** **Location: Glasgow** **Salary: Competitive** **Hours per week: Monday to Friday - 08:00 - 15:30, 08:00 - 16:30, 10:30 - 19:00 - 37.5 hours per week** **Business Overview** Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a...

  • Helpdesk Team Leader

    6 months ago

    Glasgow, United Kingdom OCS Full time

    **Job Reference: /AP/24-05/1183/16** **Job Title: Helpdesk Team Leader** **Location: Glasgow** **Salary: Competitive** **Hours per week: Variable Shift Rota - 07:00 - 15:30, 08:00 - 16:30, 10:30 - 19:30 - 37.5 hours per week** **Business Overview** Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a...

  • Helpdesk Team Leader

    7 months ago

    Glasgow, United Kingdom Atalian Servest Full time

    **Job Reference: /KC/23-11/1017/13** **Job Title: Helpdesk Team Leader** **Location: Glasgow** **Salary: Competitive** **Hours per week: Monday to Friday - 38 hours per week** **Business Overview** Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a...

  • Helpdesk Supervisor

    7 months ago

    Glasgow, United Kingdom Anderson Knight Full time

    Anderson Knight is looking for a Helpdesk Supervisor for one of our clients based in Glasgow City Centre on a full-time permanent basis. Key Responsibilities: Team Leadership and Development: - Recruit, coach, and motivate a team of Team Leaders. - Deliver effective coaching, engagement, and development opportunities for leaders. - Manage a team of up to 5...

  • Helpdesk Supervisor

    7 months ago

    Glasgow, United Kingdom Perfect Career Full time

    **Position: Helpdesk Supervisor** **Location: Glasgow - Head office** **Salary: £32,000 per annum - On call 1/3 weeks (additional £165.00 for completion of on call week)** **Benefits: Company pension scheme, 33 days holiday (including bank holidays)** We are advertising this Helpdesk Supervisor role on behalf of our client ‘City Facilities...

  • Helpdesk Supervisor

    6 months ago

    Glasgow, United Kingdom Anderson Knight Full time

    Anderson Knight is recruiting for Helpdesk Supervisor on a 12 Month FTC for a well-established company based in Glasgow. The role is to efficiently oversee Helpdesk Team Leaders and assist them in managing teams and KPIs. Providing timely and effective management information. Also, to act as a deputy and offer support to the Contact Centre...

  • Helpdesk Trainer

    5 days ago

    Glasgow, United Kingdom Atalian Servest Full time

    **Would you be interested to join a leading facilities management company with a reputation for excellence?** Atalian Servest is currently recruiting for a Helpdesk Trainer to join our passionate and driven team in Glasgow! **Reference: CL/KC/14-03/291/25** **Job Title: Helpdesk Trainer** **Salary: Competitive** **Working Hours:...

  • Helpdesk Supervisor

    5 days ago

    Glasgow, United Kingdom City Facilities Management (UK) Full time

    Salary - ** Competitive** - Location - ** Glasgow Head Office** - Shift Pattern - ** Other** - This is a _ - permanent_ - , _ - full time_ - vacancy_ - that will close _ - in a month_ - at 23:59 BST_ - . _ **The Vacancy** Shift Pattern will be 5/7 days with on call requirements for Helpdesk **Here's what you can expect to be doing**: - Recruit, coach and...

  • Team Leader

    7 months ago

    Glasgow, United Kingdom Anderson Knight Full time

    Anderson Knight is recruiting a Helpdesk Team Leader for a well-established company based in Glasgow. This role involves working on a back shift rotation, ensuring effective leadership and support for the helpdesk team. **Hours**: 37.5 per week - 2pm-10pm, 5 days over 7, including 2 weekends out of 4. **Salary**: £28,000 **Main Duties and...

  • Helpdesk Supervisor

    7 months ago

    Glasgow, United Kingdom City Facilities Management (UK) Full time

    Salary - ** £30,993.00** - Location - ** Glasgow Head Office** - Shift Pattern - ** Days** - This is a _ - permanent_ - , _ - full time_ - vacancy_ - that will close _ - in 20 days_ - at 23:59 GMT_ - . _ **The Vacancy** 5/7 days required. Evening and weekend on call required additional on call money provided for this Here's what you can expect to be...

  • Helpdesk Operative

    6 months ago

    Glasgow, United Kingdom Pertemps Network Group Full time

    **Helpdesk Operative**: - 2321021681 Applicants **£23,000 - £23,200 Per Annum** - Full Time**Permanent** **Glasgow, Glasgow City** **Customer Service And Call Centre** **Job Description**: **Helpdesk Operative** Pertemps are currently working with a leading Glasgow based company who are looking to add to their Helpdesk team. You must be available to...

  • Administration Team Leader

    5 days ago

    Glasgow, United Kingdom Atalian Servest Full time

    **Reference: /WC/01-09/576/10** **Job Title: Administration Team Leader** **Contract: Permanent** **Working Hours: 07:00 - 15:30, 08:00 - 16:30, 09:30 - 18:00 - 37.5 hours per week** **Location: Glasgow** **Would you be interested to join a leading security company with a reputation for excellence?** Atalian Servest is currently recruiting for an...

  • Administration Team Leader

    7 days ago

    Glasgow, United Kingdom Atalian Servest Full time

    **Reference: /WC/01-09/576/10/FP** **Job Title: Administration Team Leader** **Contract: Permanent** **Working Hours: 07:00 - 15:30, 08:00 - 16:30, 09:30 - 18:00 - 37.5 hours per week** **Location: Glasgow - Hillington Area** **Would you be interested to join a leading security company with a reputation for excellence?** Atalian Servest is currently...

  • Administration Team Leader

    18 hours ago

    Glasgow, United Kingdom Atalian Servest Full time

    **Reference: /WC/01-09/576/10/FP** **Job Title: Administration Team Leader** **Contract: Permanent** **Working Hours: 07:00 - 15:30, 08:00 - 16:30, 09:30 - 18:00 - 37.5 hours per week** **Location: Glasgow** **Would you be interested to join a leading security company with a reputation for excellence?** Atalian Servest is currently recruiting for an...

  • Helpdesk Advisor

    18 hours ago

    Glasgow, United Kingdom Atalian Servest Full time

    **Reference: TS/SD/22-03/302/2** **Job Title: Helpdesk Advisor** **Salary: Competitive** **Working Hours: Monday,Tuesday,Wednesday,Thursday,Friday - 08:00 - 16:30, 08:30 - 17:00 - 37.5 hours per week** **Location: Hillington/ Glasgow** **Would you be interested to join a leading **facilities management ** **company with a reputation for...