Helpdesk Team Leader

Job title Helpdesk Team Leader  Division Retail Location Hybrid - Clearwater Court - RG1 8DB
Contract type Permanent Full/Part-time Full-time Hours 36 Salary Offering a salary between £33,000 - £40,000 per annum depending on skills and experience Job grade B Closing date 14/01/2026

Our Developer Services Helpdesk is the front door for our customers, handling around 90,000 inbound calls every year. In this role, you’ll inspire and lead a team of Customer Service Agents to deliver a consistently great customer experience, hit key performance targets, and ensure robust process compliance—directly helping to reduce complaints and improve our DMEX performance.

• Lead performance in real time – actively manage a team of Customer Service Agents to consistently meet SLAs, abandoned call targets and wider operational measures.
• Coach for success – provide regular, meaningful coaching and feedback to ensure quality standards, processes and performance targets are achieved.
• Build a high-performing, engaged team – use a range of engagement tools and HR best-practice to motivate your team and create a positive, inclusive culture.
• Own the customer experience – confidently handle escalated customer calls and role‑model the excellent service you expect from your team.
• Communicate with impact – run effective team meetings, huddles and 1:1s, bringing key messages and performance measures to life in creative ways.
• Develop your people – ensure your team has the right training, support and development to thrive in their roles, including delivery of “Hear For You” action plans.
• Drive continuous improvement – use CSAT, customer insight and frontline feedback to identify pain points and make meaningful improvements for customers and colleagues.
• Lead change with confidence – guide your team through business and system changes, ensuring impacts are understood, training is completed, and your team feels supported while acting as a strong advocate for change.

• Confident communicator – a strong verbal and written communicator, comfortable engaging customers and influencing stakeholders at all levels of the organisation.
• Performance‑focused leader – proven experience leading teams to consistently deliver KPIs such as quality and CSAT, ideally within a fast‑paced contact centre environment.
• People‑first leadership – skilled at motivating and engaging teams in creative, practical ways to achieve targets while building a positive, high‑performing culture.
• Change leader – experienced in guiding teams through system implementations and significant business change, ensuring clarity, buy‑in and successful adoption.
• Resilient and determined – brings grit, energy and perseverance to overcome challenges and maintain momentum in demanding operational environments.
• Commercially and data aware – able to use performance data and customer insight to inform decisions, with desirable experience in utilities or Developer Services and strong stakeholder engagement skills.

• Competitive salary between £33,000 to £40,000 per annum.
• 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
• Generous Pension Scheme through AON
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.