Helpdesk Team Leader; Backshift

Join to apply for the Helpdesk Team Leader (Backshift) role at City Facilities Management Holdings Ltd

Base pay range: £28,641.60 total salary + overtime.

Working hours:

37.5 hours per week. Position: permanent.

Location:

Glasgow Head Office.

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 for one of our major UK supermarket clients.

• 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.
• Check that agreed work by team members has been carried out satisfactorily and follow up on any identified opportunities for skill advancement.

• Experience in a similar customer service-based role is desirable but not essential.
• Ability to work under pressure whilst carrying out multiple tasks.
• Strong customer service skills.
• Flexible and adaptable to change in a fast-moving environment.

• 33 Days Holiday (Inc. Bank Holidays)
• Private Pension
• Health Shield Cashback Plan – Reclaim part of your dental/optical costs.
• One City – Employee Discount Platform
• Employee Value Awards up to the value of £250
• Access to Costco Personal Membership Subscription
• Mental and Physical Health Services (Wisdom, Thrive, Skin Vision)
• Electric Car Scheme (Criteria Applies)
• First Bus Commuter Club – Discounted Bus Travel

Mid‑Senior level

Full‑time

Information Technology – Consumer Services