Helpdesk Team Lead

1 month ago

Redditch, Worcestershire, United Kingdom Arcus Solutions Full time
Job Title: Helpdesk Team Manager

We are seeking a highly skilled and experienced Team Manager to lead our Helpdesk team at Arcus Solutions. As a key member of our operations team, you will be responsible for coaching and mentoring a team of 15 Planners and Desk Agents to provide exceptional front-line support to our clients.

Key Responsibilities:

  • Lead a team of Helpdesk professionals to deliver high-quality customer service and support.
  • Develop and implement effective coaching and mentoring strategies to improve team performance and productivity.
  • Collaborate with senior management to set and achieve team goals and objectives.
  • Manage and prioritize work orders, ensuring timely and efficient resolution of customer issues.
  • Develop and maintain strong relationships with clients and stakeholders to ensure excellent customer satisfaction.

Requirements:

  • Proven experience in a team management role, preferably in a customer-facing environment.
  • Excellent leadership and coaching skills, with the ability to motivate and develop a high-performing team.
  • Strong communication and interpersonal skills, with the ability to build effective relationships with clients and stakeholders.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
  • Knowledge of customer service principles and practices, with a focus on delivering exceptional customer experiences.

What We Offer:

  • Competitive salary: £31,212 per annum.
  • Up to 4% bonus scheme, subject to achievement of targets.
  • Group personal pension scheme with matched contributions between 5% and 6%.
  • 25 days annual leave + bank holidays.
  • Life assurance.
  • Access to state-of-the-art training academy.
  • Funded training sponsorship scheme.
  • Refer a friend reward scheme.
  • Cycle to work scheme.
  • Health cash plan.
  • Discounts at B&Q/Trade Point and Nuffield Fitness and Wellbeing Centres.

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