Helpdesk Team Leader (Backshift)

Cbes; Glasgow; On-site; GBP 29,000; Full time

Job summary

A leading customer service provider in Glasgow is seeking a Helpdesk Team Leader to manage a team of Customer Service Representatives. You will deliver outstanding service for a major UK supermarket client, ensuring quality in tasks and motivating your team to achieve set goals. Experience in customer service is desirable but not essential. This role offers a total salary of £28,641.60 and numerous benefits including overtime and employee discounts.

Benefits

Overtime

33 Days Holiday

Private Pension

Employee Discounts

Qualifications

• Experience in a similar customer service-based role is desirable but not essential.

Responsibilities

• Monitor and demonstrate achievement of agreed service levels.
• Deal with complex cases and respond to emergencies.
• Provide management reports and statistical information as required.
• Manage absence, time keeping, and holiday entitlements.
• Check that team members meet work standards and identify skill advancement opportunities.

Skills

Strong customer service skills

Ability to work under pressure

Flexibility and adaptability

Job description

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 Representatives 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.