Team Leader

4 weeks ago


Denton, United States VINCI Facilities Full time

**Team Leader**

**Help Desk Team Leader**

**Sub Division: FMPC**

**Location: Denton**

**Contract Type: Permanent**

**Hours: Full Time - 40 hours - Monday to Friday**

**Purpose of Role**

We are currently looking to recruit a Help Desk Team Leader to join our growing team based within Denton.

**Job Description**

The team leader will be supporting the Help Desk Manager in providing a first-class service in a highly customer focussed environment, you will be responsible for ensuring that your team of CSRs are trained, coached and fully equipped to provide the best possible service at all times to the customer

**Responsibilities**

* Responsible for teams performance to ensure quality and customer focus

* Monitor call quality, review stats reports, request status on jobs etc, thereby ensuring that all work undertaken is of a high standard, provide feedback where necessary.

* Ensure that you identify areas for development / improvement

* Ensure that your team have objectives and personal development plans to grow their skills

* Responsible for the induction training of any new CSRs

* Proactively using initiative to deal with escalated complaints, taking ownership of problems and ensure they are dealt with to the customers satisfaction.

* Provide regular guidance, encouragement and support to your team to ensure they are motivated and committed to their role at all times.

* Ensure that the shift rota is updated

* Provide weekend cover as required

**Essential Qualifications/Skills**

* NVQ Level 3 in Customer Service (desirable)

* Previous experience of working as a team leader within a helpdesk or call centre environment

* Previous staff management experience

In return for your hard work we offer additional training and development, 26 days holiday (+ bank holidays), generous pension contribution, healthcare cover, life assurance and much more.

We are VINCI Facilities experts in the built environment. VINCI Facilities is a Facilities Management and Building Solutions provider, delivering cost-effective and sustainable bespoke solutions to customers in the public and private sectors. We are committed to working towards a lower carbon society, focusing on sustainable and innovative methods to exceed our partners' goals and add value for all stakeholders and we were named the top-ranked FM service provider in the Sustainable FM Index for 2020. We put our people first. Always working as a team and collaborating from start to finish. We are the trusted expert in the built environment because we listen to our team and create a workplace that maximises their potential.

Fairness, Inclusion and Respect (FIR) at VINCI Facilities is about recognising and celebrating each others differences and what they bring to the team. Harnessing this diversity and applying the experiences, abilities and unique qualities of individuals will enhance our business; therefore, we commit to equity of opportunity and fair treatment of all current and potential employees and encourage job applications from all.

Should you require any reasonable adjustments to be made as part of the application process please contact us directly.

VINCI recognises the importance of helping our employees balance their work and home life by offering flexible working arrangements across many of our roles which include working from home to enable employees to balance their working life with other priorities.


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