Helpdesk Team Leader Salary: Competitive Location: Glasgow Head Office, Caledonia House, Lawmoor Street, G5 0US Contract type: Permanent Full time: 37.5 hours per week. Working 5 over 7 days. Why join City? We pride ourselves on our culture, our people, and our customers. We live by our company values: show you care, make it happen, be your best, strive to improve and one City. We are a passionate and driven team, and by joining City, you become part of the UK's largest, privately owned facilities management company. Our people are at the heart of what we do, and we care about the wellbeing of our colleagues and have developed an extensive benefits range of benefits. Here are the benefits we offer: 33 days (6.6weeks) paid holiday for a full-time contract 37.5 hours per week contract Informal hybrid working Free on-site parking Subsidised canteen facilities & vending machines Access to Mental Health First Aiders Recommend a Friend incentive Legal Shield is a free service for City colleagues and their families. Legal Shield gives you access to independent, expert legal views on topics like employment advice, personal injury, legal advice and wills Pension scheme – up to 5% matched contribution Company-funded Healthshield cash plan. Healthshield gives you money back on everyday healthcare costs, including dental, optical, physio, wellbeing, and much more Salary sacrifice schemes, including Smart Tech and Cycle to Work Great development and career opportunities Access to One City, our reward and recognition hub. One City provides access to a host of benefits: Discounts and cashback at hundreds of supermarkets and retailers, such as Apple, Costco, Currys, IKEA, Argos, and more Health and wellbeing centre, which has a range of resources, including - an employee assistance programme, health and wellness apps, recipes, fitness videos, physio, discounted gym membership and mindfulness tips Access to our colleague reward and recognition tools, with awards ranging from £5 - £250 Here's what you can expect to be doing: Recruit, lead and coaching a team of CSR’s Motivating and supporting the team to drive customer excellence Provide clear direction and guidance on day-to-day Helpdesk related enquiries Check quality standards and inspire team to succeed Discover training needs and provide coaching Here's what we would like from you: Driven and passionate with a great attitude to deliver people and customer excellence Leading a team in a Facilities Management Helpdesk Experience of working in a face pasted environment would be an advantage Excellent verbal and written communication skills Ability to work under pressure whilst carrying out multiple tasks Excellent organisation and time management Ability to work as part of a team and effectively manage team workload Administrative experience, including knowledge of Microsoft office packages Previous experience leading a team in contact centre/ call centre/ helpdesk