# Helpdesk Team Leader### 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### Attached documents| | || --- | --- || Salary | Competitive || Frequency | Annual || Job Reference | SDX/TP/2322673/149619 || Contract Type | Permanent – Full Time || Closing Date | 05 November, 2025 || Job Category | Facilities Management || Business Unit | UK Government || Location | Swindon, United Kingdom || No. of positions | 1 || Posted on | 22 October, 2025 || OpenStreetMap contributorsDirections to### Spread the word
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