Helpdesk Manager

  • Location
    Birmingham, West Midlands
  • Salary
    £ 70000 - £ 80000 / Year
  • Category
    HR, Sales and Management - Call Centre Manager
  • Job type
  • Industry
    Office and Secretarial
  • External Reference

Profile Overview

Reporting to the Sector Director the Helpdesk Manager is responsible for managing the Helpdesk. Ultimately accountable for the Helpdesk deliverables, the Helpdesk Manager will have responsibly for their assigned division of the business. The primary function of the Helpdesk Manager is to provide an effective and comprehensive generalist Helpdesk service on behalf of the client.

The Helpdesk Manager will lead a Contact Centre Operation, this is a fast paced area of business that is challenging and changing continuously. The Helpdesk Manager should ensure the contact centre operations delivers the required performance, being committed to delivering a great customer contact experience through a variety of customer contact channels including Phone, Email, Web/Live Chat and Correspondence.

The Helpdesk Manager will be involved in developing the ongoing strategy as well as implementing the strategic direction and change in line with the organisational vision.

The Helpdesk Manager will lead a number of FTE, through a team of Contact Centre Team Leaders, The Helpdesk Manager will ensure that through their team, Users receive a friendly, professional and consistently high quality service helping to resolve various queries and get it right first time.

The Helpdesk Manager will be instrumental in setting objectives for the Team Leader and Agents and in formulating and setting objectives and KPIs. Providing leadership to the whole area through effective people and performance management and customer relationship management and ensuring the Team Leaders do so for their own assigned population.

It is the responsibility of the Helpdesk Manager to drive effective performance and conduct of the team. The Helpdesk Manager will be a position that will deal with escalated enquiries, and disciplinary issues.

The Helpdesk Manager will work closely with the Manager to lead and develop the team to ensure consistency in performance, stability, and succession planning.


The Helpdesk Manager is required to engage and collaborate with strategy owners, planning functions and first/second line functions to ensure effective delivery of Deliverables within established KPIs and guardrails. They are accountable for driving performance, coaching, conducting disciplinary processes, recruitment, managing escalated customer issues and supporting resolution of resourcing or service level challenges.

The Helpdesk Manager will work as part of a Senior Management Team, collectively responsible for the performance of the programme. They will:

  • Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of the team to ensure better performance and succession planning.

  • Working with HR and Recruitment to drive the recruitment & selection of Team Leader and Advisors.

  • Contribute to the design and implementation of Change Programmes and Projects which impact the contact centre

  • Carry out regular 121's, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.

  • Ensure effective and consistent communication throughout the team, encourage feedback and User insight in order to enhance the User experience.

  • Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets

  • Build and maintain effective internal and external stakeholder relationships Identifying and instilling best practice, processes and systems and drive continuous improvement environment.

  • Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.

  • Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved

  • Ensure service targets, SLA's and KPI's are continually reviewed and expectations are met with optimum levels of quality & service delivery.

  • Review management information and make suggestions, recommendations as to improvements across the contact centre.

  • Provide effective leadership including communicating effectively, ensuring a prominent level of colleague engagement and retention, promoting positive communication, and creating a working environment where colleagues want to work and share in our success

  • Be highly organised and an ability to achieve multiple deadlines

Personal attributes:

  • Proven experience of managing a multi-channel contact centre and first line managers. Able to develop and nurture improve performance where necessary.

  • Excellent communication, engagement, and development of people skills.

  • Strong desire to succeed

  • Resilience, self-motivation, and ability to work under pressure

  • Effective communication and relationship building skills

  • Client and Worker customer focused

  • Confident, able to use own initiative and manage own workload

  • Ability to coach, train and lead direct reports

  • Ability to maintain required level of activity towards achieving goals without direct supervision

  • Ability to gain commitment and buy-in from others to achieve desired/agreed results

  • Preferable Requirements:

  • Extensive experience working within a multi-channel contact centre with 100 + FTE

  • Experience working with different telephony solutions

  • Working in an environment that is fast paced and target driven

  • Working to deadlines that reach beyond core working hours

  • Customer service skills

  • Leadership and coaching capabilities

  • Driving licence

Work Environment:

Due to the Covid-19 Pandemic the current working environment across the UK has changed immeasurably, therefore staff within the programme will be requested to work in either a full or partial virtual work environment which will involve home working. As a homeworker you will be expected to accommodate and adhere to the following measures:

  • Set up a private and secure work environment free from any distraction,

  • Ensure call details are not discussed in the presence of others,

  • Ensure all notes are made electronically on the equipment provided and deleted according to GDPR legislation (notes must only be held for the time and purpose they are needed),

  • Comply with all aspects of the working from home standard operating procedure,

  • Confirm you have unlimited access to internet (will not run out of data allowance) and

  • Inform your insurance company that you will be working from home.



Results Driven

Strives to achieve results and meet or exceed expectations, effectively overcoming obstacles and setbacks.

Customer Orientation

Seeks to build and effectively service valuable external and internal customer partnerships.

Problem Solving & Analysis

Actively handles problems, proposing effective solutions that are coherent with the analysed information.

Embracing & Adapting to Change

Has the ability to recognise and accept the need for change. Modifies own behaviour and approach accordingly to achieve desired outcomes.

Self-Management & Development

Takes responsibility and ownership of him/herself and understands the impact of own actions and their effect on others.


Communicates concisely, adapting according to the purpose, audience, and situation. Is open to receiving communication.


Works with and contributes to a team environment to work toward a common goal both with direct reports, peers within the brand and in the wider group, collaborating to achieve overall and long-term success for the group

Relationship Management

Identifies, builds, and maintains sustainable relationships with others.

Leadership Competencies

Leading Teams

Supports, develops, and effectively manages others (individuals and team) to achieve outstanding levels of performance. Acts as a positive role model, inspiring and empowering others.

Strategic Planning & Judgment

Has an in-depth knowledge of his/her area of specialisation or business? Understands the market in which the organisation works, anticipates trends, and can create and communicate a vision, strategy, and operational plan.

Driving Financial Results & Innovation

Drives team to deliver outstanding results while creating an environment that enables risk taking and innovation. Constantly looking for ways to work and improve processes.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: Beth Murray