Helpdesk Team Leader

Annual salary: up to £30,975.00 Helpdesk Team Leader Location: Rainham - London Salary: £30,975 Contract Type: Permanent, Full-Time Hours, Office based Hours: 42.5 hours per week, Monday to Friday, 8:00am - 5:00pm About the Role We are looking for a proactive Helpdesk Team Leader, to lead a team of Helpdesk Operators managing repairs and maintenance enquiries. You''ll pay a key role in delivering excellent customer service, ensuring repairs are managed efficiently, service level agreements (SLAs) are achieved, and your team is supported to perform at their best. The ideal candidate will be an experienced people manager with excellent customer service skills, the ability to prioritise a busy workload, and confidence in handling escalated enquiries and complaints. Role Responsibilities Lead, coach and develop a team of Helpdesk Operators. Monitor call quality, productivity and customer satisfaction. Ensure repair requests are logged accurately and prioritised appropriately. Manage escalated enquiries and customer complaints. Monitor team performance against KPIs and SLAs. Conduct one-to-one meetings, performance reviews and training. Work closely with planners, contractors and operational teams to ensure repairs are completed on time. Produce performance reports and identify opportunities for improvement. Ensure compliance with company policies, health and safety requirements, and data protection legislation. Role Criteria Previous experience leading or managing a ..... full job details .....