Helpdesk Team Leader (Day Shift)
Location: Glasgow Head Office
Contract Type: Permanent
Working Hours: 37.5 Hours Per Week
Salary: £28,641 Total Salary + Overtime
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 in a dynamic and fast‑moving environment for one of our major UK supermarket clients.
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.
* Check that agreed work by team members has been carried out satisfactorily and follow 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
* 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
Seniority Level: Mid‑Senior
Employment Type: Full‑time
Job Function: Information Technology
Industries: Consumer Services
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