Helpdesk Team Leader - Backshift

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!

START DATE - WEDNESDAY 8TH JULY

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

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