Sodexo
Helpdesk Team Leader
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Helpdesk Team Leader
Location: 310 Broadway, Salford, M50 2UE
Salary: £29,000 – £32,000 (depending on experience) Working hours: 40 hours per week – Monday to Sunday (5 days over 7), 07:00–19:00 hrs
About the Role
We are seeking an experienced Helpdesk Team Leader to oversee the daily operations of the Command Centre. The successful candidate will ensure full compliance with policies and procedures, deliver contractual and quality KPIs, and provide effective leadership, coaching, and development to a team of administrators and schedulers.
Key Responsibilities
- Deputise for the Operations Manager when required
- Act as the first point of escalation for all helpdesk-related queries
- Support operators and schedulers in workload management
- Monitor and manage workloads to ensure tasks complete within required timescales
- Deliver and support regular training, coaching, and development activities
- Conduct monthly 1:1s and quarterly PDRs, documenting all actions and development needs
- Maintain accurate processes and identify opportunities for improvement
- Support the rollout of new procedures and operational changes
- Assist with recruitment within the Command Centre
- Build strong customer relationships and ensure high levels of satisfaction
- Promote a safe working environment and uphold Sodexo’s values, policies, and ethical standards
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Requirements
- Minimum 3 years’ experience in a Contact Centre or Service Centre environment
- Proven experience in team leadership and people management
- Ability to lead effectively in a fast-paced, changing environment
- Strong customer focus and excellent communication skills
- Demonstrated ability to coach, develop, and motivate teams
- Advanced proficiency in Microsoft Excel and Word
- Strong analytical, organisational, and decision-making skills
- High attention to detail and commitment to service excellence
- Ability to build strong relationships and influence stakeholders
- Experience in improving business processes and working to safety standards
- Self-motivated, professional, and results-driven
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