Help Desk Team Leader

Job Category: Other Jobs
Reference HQ00019770
Contract Type Temporary
Duration 3 months; permanent position subject to performance
Location Northamptonshire
Job Type Full-time
Start Date ASAP
Hours per week 37 hours per week - Mon to Fri - between 08:00 and 18:00
Rate From £15.12 to £16.73 per hour

About the job:

We are recruiting on behalf of our client, Northamptonshire County Council, for a Help Desk Team Leader to lead, manage, motivate, coach and develop a large team of Customer Service Analysts.

This is an initial three-month assignment, which may become a permanent position subject to performance- with the opportunity for training to Degree level in a relevant filed once hired as a permanent member of staff.

  • Lead, manage, motivate, coach and develop a team of Customer Service Analysts (CSAs) to ensure all performance standards for each of the services and statutory and legislative requirements are met
  • Resolve as many queries as possible (at least 80%) at the first point of contact
  • Maximise customer satisfaction and increase performance
  • Profile workload, assess volume and maximise opportunity to increase alternative self-service solutions to increase management and use of information
  • Minimise the need for repeat calls from customers chasing resolution/action by monitor quality, identify trends and increase first point of contact resolution by working with key service leads
  • Deliver continuous improvement in the efficiency and effectiveness of the team, through the application of robust performance management techniques, underpinned by a coaching style of management
  • Ensure all performance standards for each of the services and statutory and legislative requirements related to all LGSS service provision
  • Develop the Helpdesk by increasing the number of services supported and delivered by the Helpdesk. Ensuring there is an effective onboarding plan for all new services and appropriate resource profiling is developed and implemented
  • Continuously improve the quality of the customer interaction, through reviewing customer interactions for each team member (i.e. customer calls and written responses to letters, faxes, emails & SMS), identifying strengths and development areas and agreeing plans to address development areas with each Customer Service Analyst
  • Be a champion and role model the role of the coach and coaching principles within customer service, in order to develop and embed the desired customer service culture of empowerment, ownership and accountability
  • Will be expected to pro-actively manage the performance of their team, analysing performance statistics in order to identify the strengths and development areas of each Customer Service Analyst
  • Will be responsible for a team of advisers within the contact centre and will be acting as an escalation point for Customer Service Analysts to refer more complex queries to
  • Will be responsible for supporting Facilities Management- for all LGSS Client FM requirements to be assessed, logged and dealt with
  • Monitor and address instances of poor performance and poor attendance using the council’s disciplinary/poor performance procedures
  • Drive continuous improvement in service delivery for the relevant service area that their team supports, through encouraging customer-facing staff to share their ideas for improving the service delivered to the customer. Utilising customer satisfaction measurement to address areas for improvement and to demonstrate proven techniques to address deficiencies in service
  • Significant knowledge to act as an escalation point for queries raised by Customer Service Analysts
  • Evaluate customer calls and face-to-face customer contact as well as responses to emails, written correspondence, faxes & SMSs for each adviser on a weekly basis
  • Seek to maximise the ownership and accountability of each Customer Service analyst in monitoring and managing their own performance
  • Utilising coaching techniques the Team Leader will assist the Customer Service Analysts in raising their awareness of their own strengths and development areas
  • Excellent communication skills, including the ability to ‘sell’ ideas and change initiatives to their teams
  • Encourage knowledge sharing and teamwork in order to maximise the effectiveness of their team in meeting and exceeding performance standards agreed with the relevant service areas
  • Instil a ‘can-do’ attitude within their teams, encouraging CSAs to analyse issues and present potential solutions in order to deliver service improvements. This will need to be carefully balanced with the need to manage the team’s expectations of how swiftly ideas for improvement may be implemented in the context of other service area priorities and budgetary constraints
  • Actively manage the attendance of their team, addressing poor attendance issues in line with the council’s policy and procedure
  • Maximise employee satisfaction and engagement through providing development opportunities to their team members, e.g. ad hoc project work, buddying of new team members, leading team briefs, etc in response to individual Customer Service Analyst interests, with the aim of maximising employee retention
  • An ability to understand and work within Council process, however, recognise opportunities for improvement.


  • Educated to A level standard
  • Proven experience in the management of people’s performance and attendance within in a Customer Service/ Helpdesk Environment, ideally in a property related field
  • Computer literacy with experience of using Microsoft Office products
  • An ability to articulate well and ‘sell’ change, using both written and verbal communication amongst Customer Contact, wider LGSS colleagues and customers
  • A wide knowledge and understanding of Public sector/Local Government / systems, process and procedures
  • An understanding of contact and case management systems to support incident logging, resolution and trend reporting
  • Holiday entitlement of up to 31 days per annum, pro rata (including bank holidays).
  • Permanent equivalent council pay rates offered after 12 weeks
  • Pension contribution from employer
  • Flexible working hours
  • Opus candidates hear about jobs first
  • Opportunity to apply for permanent positions as an ‘internal candidate’
  • Consultants based on site within Angel Square
  • Gain experience to support permanent applications

We work directly with Northamptonshire County Council to fill vacancies. Register today to be first to hear about all our live jobs.

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