Helpdesk Team Leader

Job Category: Other Jobs
Directorate Estates and Facilities
Contract Type Temporary
Duration Initial 3 months
Location Northamptonshire
Job Type Full-time
Start Date ASAP
Hours per week 37
Rate £15.12 per hour

About the job:

We are seeking a Helpdesk Team Leader on behalf of our client, Northamptonshire County Council, to manage, motivate, coach and develop a team of Customer Service Analysts, 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 for the service area that their team represents, through effective management of CSA performance.
  • 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 CSA
  • 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
  • Maximise customer satisfaction, embedding and championing the principles of customer focus throughout the CSC and in interactions with other staff across LGSS clients and services.
  • Monitor and address instances of poor performance and poor attendance using the council’s disciplinary/poor performance procedures
  • Manage change effectively, gaining the buy-in of team members
  • Listen to and act upon CSA concerns, managing expectations as appropriate, in order to maximise employee satisfaction and retention
  • 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.
  • Educated to A level standard
  • Proven experience in the management of people’s performance and attendance within in a Customer Service Environment
  • 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.
  • An ability to articulate information to demonstrate service improvements and the impact the Helpdesk could have.
  • A wide knowledge and understanding of Public sector/Local Government / systems, process and procedures
  • An understanding of eligibility criteria related to the specific service area supported, for example Facilities Management and Business Support. This is likely to have been gained through previous work experience.
  • An understanding of contact and case management systems to support incident logging, resolution and trend reporting
  • An ability to manipulated multiple systems to present factual, statistical information to develop presentations to a variety of client groups, from the Managing Director to all staff within the client organisations.
  • 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

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“I have dealt with Opus several times when recruiting temporary staff to my team. My requests are dealt with in a professional and friendly manner, and I know that I can approach them with any questions that I may have. Excellent service.”

Emma Williamson, Senior System Support Officer (Cambridgeshire County Council)

“Opus was very helpful in the recruitment process, I was lucky enough to get a placement within the council instantly. The team are incredibly friendly and are always happy to help.”

Jamaal Guthrie, Customer Service Advisor

“I just wanted to say how marvellous the LGSS recruitment team have been. I’ve got quite a few temps/vacant positions needing support and having Opus LGSS’ support has made everything so much easier. I’ve managed to fill one of my posts and I have interviews lined up for the others…”

Kelly Greenhill, Information and Support Team Manager (Northamptonshire County Council)

“The most important value that I have experienced while working with Opus, is the personal interface with the recruitment consultants. Being on hand and offering the opportunity to discuss the role and the type of candidate with the right level of skills and attitude.”

Tanya Pascual, Major Infrastructure Programme Manager (Cambridgeshire County Council)

“I highly recommend Opus as an agency. They were extremely supportive through all the recruitment process and the relevant paperwork. I’m thoroughly enjoying my new role and my colleagues are extremely friendly.”

Andreea Catarov, Business Support Officer

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