Helpdesk Team Leader

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 essentialWhat 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 dayReady to be part of something greater? Apply today