Help Desk Team Leader

Job Title : Helpdesk Team Leader

Salary : 18.38 per hour

Schedule : Full-time, Monday - Friday, 08 : 00 - 17 : 00

Location : Worthing

Key Responsibilities :

• Team Leadership & Performance Management : Supervise helpdesk staff, ensuring optimal coverage, performance, training, and adherence to service standards. Monitor individual and team performance, and provide jeopardy management reports to relevant stakeholders.
• Service Request & Workflow Management : Oversee the logging and triaging of service requests (calls and walk-ins) and utilize the CAFAM Planon system for dispatching tasks and maintaining structured workflows.
• Quality Assurance & Financial Oversight : Monitor SLA / KPI compliance (Balanced Score Card), handle complaints, and prepare operational reports. Manage the sub-contractor's inbox, oversee Work In Progress (WIP) for timely billing, and collaborate with the Finance Administrator to ensure accurate Schedule of Rates (SOR).
• Customer Service & Collaboration : Deliver high standards of responsiveness and professionalism to both internal and external customers. Liaise with multi-trade technicians, regional managers, and contractors to coordinate service delivery and maintenance tasks.

Experience / Skills :

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and / or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary / contract vacancies we are acting as an Employment Business.

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