Helpdesk Team Leader

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 team.

• Experience working in a call centre or helpdesk environment.

• Strong customer service and complaint handling skills.

• Previous administrative experience

• Good IT skills, including Microsoft Office and CRM systems.

• Excellent organisational and communication skills, with the ability to manage multiple priorities

Desirable

• Knowledge of repairs and maintenance

Benefits we can offer you

• 25 days annual leave plus bank holidays

• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!

• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.

• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more

• Family friendly policies

• Access to EAP Counselling sessions

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points.

Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.

Apply below or to discuss your application further; contact:

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.