We’re looking for a hands-on, people-first Retail Helpdesk Manager to lead our fantastic team and keep everything running smoothly across the business.
You’ll be heading up both our Helpdesk and Reception services, making sure our stores, field teams, and Support Centre get the support they need — quickly, confidently, and with care. You’re someone who’s not afraid to roll up your sleeves and get stuck in, whether that’s solving a tricky issue, guiding your team, or spotting ways we can work smarter.
You’ll be proactive, always thinking a few steps ahead, and enthusiastic about delivering great customer service. Bring your authentic, fun self to work, and help us celebrate the everyday moments that make retail truly special.
This is an office-based role with some flexibility to work hybrid from time to time. You’ll also need to be available to work the occasional Saturday (9am–1pm).
What You’ll Be Getting Up To:
You’ll manage a team of four helpdesk advisors, making sure every issue is logged accurately, resolved quickly, and followed through to a permanent fix. You’ll stay close to our business processes so the advice your team gives is always spot-on — and you’ll help them grow by setting clear goals and holding them to high standards.
You’ll also keep a close eye on trends in support tickets and calls, collaborating with your team to spot risks early and suggest smart, long-term solutions. You’ll take ownership of service KPIs, track satisfaction, and share insights with the wider Support Centre and field teams to keep improving how we work.
On top of that, you’ll oversee Reception — making sure visitors get a warm cardfactory welcome, managing post, building access, and supplies for the Support Centre and Warehouses. You’ll also be the go-to for key systems like Halo, Horizon, and Royal Mail tools, keeping everything running smoothly behind the scenes.
This is a role for someone who’s organised, solutions-focused, and ready to roll up their sleeves — someone who leads by example and brings out the best in their team.
What we’re looking for:
* Experience in retail, helpdesk, or team management
* Effective communication and leadership skills
* Calm under pressure and confident handling sensitive situations
* Great attention to detail and problem-solving mindset
* Comfortable with IT systems, especially Word and Excel
* Able to manage workloads, SLAs, and lead a team effectively.
Location Century House Brunel Road Wakefield 41 Industrial Estate, United Kingdom #J-18808-Ljbffr