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Helpdesk Team Leader

2 weeks ago

Glasgow, Glasgow City, United Kingdom City Facilities Management Full time £28,641 per year

Salary £28,641.60

Location Glasgow Head Office

Shift Pattern Nights

This is a permanent, full time vacancy that will close in 20 days at 23:59 GMT.

The Vacancy

Job Title: Helpdesk Team Leader

Location: Glasgow Head Office

Contract Type: Permanent

Working Hours: 37.5 Hours Per Week

Salary: £28,641.60 Total Salary, Overtime, 33 Days Holiday, Private Pension & Benefits - Including Employee Discounts

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.

Helpdesk Team Leader - Glasgow

Helpdesk Team Leader - Glasgow

Helpdesk Team Leader - Glasgow

The Company

In 1985, husband and wife Willie and Susan Haughey established City Refrigeration Holdings. The pair set out with one goal – to make a positive change in the facilities management industry.

The Haugheys founded their enterprise on the values of collaboration and transparency, replacing client/contractor relationships with long-term, mutually beneficial partnerships. Each partner receives a unique strategy, shaped by the needs of the business and implemented by a bespoke, self-delivered model.

It is this focus that has allowed the City Group to grow from its humble beginnings into one of the world's most trusted facilities management companies. The business now employs over 12,000 people and has established divisions across Europe, Australia, North America and Asia. It has also diversified the services it offers to include maintenance and engineering, technical procurement and support, cleaning and ancillary services across retail, residential and commercial markets.

Now more than three decades into its story, City remains rooted in the core values established by the now Lord and Lady Haughey and remains passionate about sharing its unparalleled professionalism, quality, customer service and value with partners around the globe.

Our Benefits

Pension Scheme

Retail Discounts

Cycle to Work Scheme