Job Description:

Job Title: Helpdesk Team Leader - Backshift 

Location: Glasgow Head Office 

Contract: Permanent 

Working Pattern: 5/7 Days, 2 Week Rotation 

Salary: £29,214.43 per annum + great company benefits! 

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.  
• 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  

• Recruitment of new colleague’s process from - Advertising position, Reviewing CV’s. Selection of candidates, Arranging of 1-1 interviews.  Once selection is made liaise with Services trainer and arrange inductions  

• 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  

Service  

• Support the Helpdesk Manager to achieve set targets across all Helpdesk function.  

• Spot check and help manage the Mercury job monitors, holding team accountable where needed  

• Point of contact for all CSR process questions and escalations  
• Step up and cover the managers role when required (annual leave or during absence)  
• Collate data reports for field management, City colleagues & senior management teams Represent Helpdesk at internal and external meetings  
• Implement procedural changes, ensuring all colleagues understand and are following process  
• 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  

Integrity  

• 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  
• Strong PC literacy, with experience in extracting, collating and presenting performance data