Helpdesk/Contact Centre Team Leader (Remote-based)

  • Location
    Norwich, Norfolk
  • Salary
    £ 25000 - £ 28000 / Year
  • Category
    HR, Sales and Management - Call Centre Supervisor
  • Job type
  • Industry
    Marketing and Advertising
  • External Reference

We are looking for a number of Helpdesk Team Leaders to join our team from October on a fixed term role until end March 2022, although more long-term opportunities may be available.

This will be a home-based role - all equipment is provided. The role is working Monday-Friday, shifts between 8:30am-4:30pm/9:30am-5:30pm/10:30am-6:30pm.

Role Overview:

As a member of the Helpdesk team you will be expected to deliver an effective and efficient interface for our Client as a Team Leader. You will oversee and drive daily operational performance related to Pension enquiries.

To thrive in the role, you will be expected to champion best practise whilst effectively managing and leading a team of Helpdesk Agents through coaching, mentoring and performance management, thus ensuring agents are sufficiently trained to deliver consistent high output related to the incoming workload needs of the programme.

Furthermore, you will be expected to efficiently manage any incoming escalations with a swift resolve whilst actively contributing to the ongoing development and implementation of the service delivery plan.


  • Give specific directions to the Helpdesk team members to enable them to meet specific service deliverables.

  • Create and manage teamwork processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery in order to determine areas of lapses.

  • Take measures of crisis management to control all effects that may arise from User problems and complaints to avoid escalation.

  • Organise training and/or plan for team member to receive training on the latest and best practices in handling help desk related issues.

  • Keep accurate records of all activities in the help desk department and present them where necessary to management for evaluation.

  • Create good working relationships amongst members of the help desk team to ensure smooth flow of work, which improves overall performance.

  • Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.

  • 121 on the job coaching to ensure that Helpdesk Agents are supported and developed.

  • To oversee and drive daily operational performance through real time management.

  • To oversee and set individual agent tasks and activities through daily team huddles.

  • Manage team activities to ensure Helpdesk Agents respond proactively to fluctuations in variable enquiries.

  • Assist in resource planning arrangement for Helpdesk.

  • Undertake regular performance management with team members which include probations, 121s, appraisals, quality monitoring, coaching, and mentoring to ensure KPIs/ targets are met.

  • Effectively manage any incoming escalations with a swift resolve rate.

  • Resolving any HR and performance issues, working closely with the HR team.

  • To use Helpdesk technologies efficiently and effectively, such as Salesforce/Connect and 8x8 to record and maintain electronic records of worker details, requests for service and appropriate actions taken.

  • To monitor and assess personal performance against targets, seeking support as necessary in order to deliver Helpdesk key performance indicators (KPIs).

  • To assist with any ad-hoc queries as and when required by the needs of the business.

Personal Attributes

  • Experience of working in a Multi-Channel Contact Centre with proven experience of leading teams.

  • A background working within Payroll/Pension environment - Desirable

  • Experience of managing KPI focused targets.

  • Ability to coach and mentor others.

  • Experience of undertaking staff development and performance management.

  • Proven people and performance management skills.

  • Effective time management and organisational skills.

  • Recent experience of using current IT and communications technologies.

  • Previous experience with Salesforce is desirable.

  • Accurate data entry and attention to detail skills.

  • Clear and effective verbal and written communication skills.

  • Ability to communicate and instruct a diverse range of people.

  • A positive and tenacious can-do attitude with confidence to manage own workload.

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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To speak to a recruitment expert please contact Beth Murray