Job Introduction
40 hours per week (this role could be considered as a job share for 2 x part-time colleagues)
5 days per week, working an 8-hour day (or split shifts for part-time)
Competitive salary plus Sodexo rewards and benefits
Job Introduction
Sodexo believes government agencies should foster an environment of respect, operating efficiently and effectively to promote productivity. We prioritise employee well-being and play a vital role in building stronger communities.
We are seeking a Helpdesk Team Leader to join our team at Delta 1100, Swindon SN5 7WZ.
This exciting role involves working in partnership with a high-profile blue light service organisation within the customer experience property helpdesk.
As a Helpdesk Team Leader, you’ll manage, coach, and motivate a team of Intelligent Service Centre (ISC) Operators to deliver best-in-class customer service to clients and suppliers, ensuring prompt, professional, and efficient support.
What you’ll do:
* Lead and support a team of helpdesk operators, maintaining professionalism and excellent service standards.
* Manage onboarding, induction, training, and probation for new starters to ensure smooth integration.
* Conduct regular one-to-one meetings and performance reviews to drive continuous development and accountability.
* Build and maintain effective relationships with suppliers, clients, and internal stakeholders.
* Identify and implement improvements to drive efficiency and service excellence.
* Demonstrate flexibility, adaptability, and a proactive approach to change.
* Support contract teams to maintain service delivery and compliance with contractual obligations.
* Ensure full compliance with Sodexo policies, procedures, directives, and information security requirements.
* Promote Sodexo’s values and ethical principles while upholding client values of professionalism, integrity, courage, and compassion.
Additional Responsibilities:
* Deputise for other Team Leaders when required, carrying out duties aligned to your banding and experience.
* Act as the escalation point for customer complaints, ensuring timely resolution and stakeholder updates.
* Maintain adherence to ISC processes and procedures, ensuring team proficiency through regular training.
* Collaborate with suppliers to ensure timely completion of work requests.
* Provide logical, solution-focused support to ISC Operators, escalating complex issues to BMS and Technical Assurance teams.
* Manage and maintain the duty rota to ensure 24/7/365 operator coverage.
* Provide first-line support, guidance, and mentoring for helpdesk operators.
* Monitor and manage workloads to meet targets and service level agreements.
* Deliver and assist in training, coaching, and development programmes.
* Conduct monthly 1-1s and quarterly PDRs (Performance Development Reviews), documenting progress and actions.
* Support continuous improvement by reviewing and refining operational processes.
* Assist management in implementing new processes and adapting working methods as required.
* Participate in recruitment and selection within the Intelligent Service Centre.
* Join the management on-call rota (approximately one week in every eight) for out-of-hours escalations and queries.
* Provide operational support during peak periods or staff absences.
* Maintain flexibility in working hours to meet business demands.
* Build strong customer relationships and promote confidence in Sodexo’s systems and processes.
* Continuously evaluate performance, recommending improvements for operational efficiency and service delivery.
* Identify areas for enhancement within the contract for stakeholder engagement and account development.
* Actively contribute to your community of practice, driving service innovation and supporting the evolution of PPS (Professional Property Services) and team development.
Accountabilities:
* Achieve key performance indicators (KPIs) in customer service, client and system knowledge, and attendance as reflected in the ISC balanced scorecard.
* Deliver an excellent level of customer service and operational performance.
* Identify and address training needs to support team capability and professional growth.
What you bring:
* Proven supervisory or leadership experience in a Contact Centre or Service Centre environment.
* Strong people management skills, with experience in team leadership, scheduling, and absence management.
* Ability to perform under pressure, managing multiple priorities in a fast-paced, dynamic environment.
* Demonstrated capability to coach, mentor, and develop individuals to deliver exceptional customer service.
* Advanced IT literacy, including Microsoft Excel, Word, and CAFM systems (telephony experience desirable).
* Strong analytical, problem-solving, and decision-making skills.
* Excellent verbal and written communication across all levels.
* Self-motivated, confident, and adaptable with a professional approach.
* Excellent relationship-building and influencing abilities.
* Proven experience in implementing, evaluating, and improving business processes.
* Commitment to Zero Harm and maintaining a strong safety culture.
* Exceptional attention to detail and accuracy.
* Ability to deliver high-quality customer service to internal and external stakeholders.
* Eligibility to pass client security vetting is essential
What we offer:
Working with Sodexo is more than a job – it’s an opportunity to be part of something greater. You’ll join a team that values your individuality, empowers you to act with purpose, and enables you to make a meaningful impact every day.
In addition, we offer:
* Mental health and wellbeing support
* Employee Assistance Programme for personal, legal, and financial advice
* 24/7 virtual GP and lifestyle rewards
* Discounts for you and your family
* Financial tools and retirement plan
* Cycle to Work scheme and paid volunteering day
Ready to be part of something greater? Apply today!
Attached documents
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