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Job Title: Helpdesk Team Leader

Location: Glasgow Head Office

Contract Type: Permanent

Working Hours: 20-25 Hours Per Week

Salary: Up to £19,314 Total Salary (Based on 25hrs), 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 work on the helpdesk, leading the Customer Service Representatives who act as ambassadors for our business with one of our major UK supermarket clients.

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.

Key Responsibilities:

* To coach, motivate to ensure people performance is optimised.

* Carry out Performance management – performance improvement planning, disciplinary, investigation and conduct meetings.

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

* Attendance management, including welfare visits and return to work interviews for all Service Desk colleagues.

* Point of contact for all CSR process questions and escalations.

* Recruitment of new colleague’s process from - Advertising position, Reviewing CV’s. Selection of candidates, Arranging of 1-1 interviews.

Qualifications / Experience:

* Previous experience of effectively leading a team is essential.

* A working knowledge of Helpdesk functions within the FM industry is beneficial.

* Highly skilled using all aspects of the Mercury system – Mercury Superuser.

The ideal candidate:

* Strong results focus, takes accountability for own performance and that of the team.

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

* Champion customer service ‘think like a retailer’ and motivate teams to encourage positive attitude.

* Have a detailed understanding on the Team Leader roles as well as CSR role so they can step in and help in any situation.

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Customer Service Representative - Glasgow

Customer Service Representative - Glasgow

Customer Service Representative - Glasgow

Helpdesk Team Leader

Helpdesk Team Leader

Helpdesk Team Leader