Job Title: Helpdesk Team Leader

Location: Glasgow Head Office 

Contract Type: Permanent*

Working Hours: 37.5 Hours Per Week 

Salary: £28,350 Total Salary + Overtime

*We have multiple contracts available, offering both dayshift and backshift opportunities. Candidates should specify their preferred contract in the application questions. Please note, backshift colleagues are required to work until 10pm.

An exciting opportunity has emerged for a Helpdesk Team Leader to join our company to manage a team of Customer Service Representative's 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. 

What We Offer:  

At City, we take pride in supporting our colleagues with a fantastic range of exciting benefits designed to enhance both their professional and personal lives. From exclusive perks to valuable rewards, we’re committed to ensuring our team feels valued, motivated, and empowered. Our benefits include:

• 33 Days Holiday (Inc. Bank Holidays) 

• Private Pension 

• HealthShield Cashback Plan - Reclaim part of your dental/optical costs.  

• OneCity – 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, SkinVision) 

• Electric Car Scheme (Criteria Applies) 

• First Bus Commuter Club – Discounted Bus Travel 

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Customer Service Leader - Glasgow 

Customer Advisor Manager - Glasgow