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

Ready to be part of something greater? Apply today!