Helpdesk Team Leader – Lead a Helpdesk Team

About the role

We are seeking a proactive Helpdesk Team Leader to manage a team of Helpdesk Operators handling repairs and maintenance enquiries. You will play a key role in delivering excellent customer service, ensuring repairs are processed efficiently and service level agreements are met.

Key responsibilities

• Lead, coach and develop a team of Helpdesk Operators.
• Monitor call quality, productivity and customer satisfaction metrics.
• Ensure repair requests are logged accurately and prioritised correctly.
• Handle escalated enquiries and customer complaints.
• Track team performance against KPIs and SLAs.
• Conduct one‑to‑one meetings, performance reviews and training sessions.
• Collaborate with planners, contractors and operational teams to ensure timely completion of repairs.
• Produce performance reports and identify improvement opportunities.
• Maintain compliance with company policies, health & safety and data protection legislation.

Required profile

• Previous experience leading or managing a team.
• Background in a call centre or helpdesk environment.
• Strong customer service and complaint handling abilities.
• Administrative experience.
• Excellent organisational and communication skills with the ability to manage multiple priorities.

Required skills

• Microsoft Office
• CRM systems
• General IT skills

What we offer

• 25 days annual leave plus bank holidays.
• Annual Mears Fun Day and volunteering leave.
• Staff discounts, share‑save scheme and other Mears Rewards perks.
• Family‑friendly policies and access to EAP counselling sessions.