Helpdesk Team Leader

Helpdesk Team Leader in Reading

Our Developer Services Helpdesk is the front door for our customers, handling around 90,000 inbound calls every year. In this role, you’ll inspire and lead a team of Customer Service Agents to deliver a consistently great customer experience, hit key performance targets, and ensure robust process compliance—directly helping to reduce complaints and improve our DMEX performance.

This is an exciting time to join the team. You’ll play a key leadership role as we embark on a major system transformation, guiding your people through change with confidence and energy. If you’re passionate about customer experience, thrive in a fast-paced environment, and enjoy leading teams through change, this role offers real impact and opportunity.

What you’ll be doing as a Helpdesk Team Leader:

• Lead performance in real time – actively manage a team of Customer Service Agents to consistently meet SLAs, abandoned call targets and wider operational measures.
• Coach for success – provide regular, meaningful coaching and feedback to ensure quality standards, processes and performance targets are achieved.
• Build a high-performing, engaged team – use a range of engagement tools and HR best-practice to motivate your team and create a positive, inclusive culture.
• Own the customer experience – confidently handle escalated customer calls and role-model the excellent service you expect from your team.
• Communicate with impact – run effective team meetings, huddles and 1:1s, bringing key messages and performance measures to life in creative ways.
• Develop your people – ensure your team has the right training, support and development to thrive in their roles, including delivery of “Hear For You” action plans.
• Drive continuous improvement – use CSAT, customer insight and frontline feedback to identify pain points and make meaningful improvements for customers and colleagues.
• Lead change with confidence – guide your team through business and system changes, ensuring impacts are understood, training is completed, and your team feels supported while acting as a strong advocate for change.

What you should bring to the role:

• Confident communicator – a strong verbal and written communicator, comfortable engaging customers and influencing stakeholders at all levels of the organisation.
• Performance-focused leader – proven experience leading teams to consistently deliver KPIs such as quality and CSAT, ideally within a fast-paced contact centre environment.
• People-first leadership – skilled at motivating and engaging teams in creative, practical ways to achieve targets while building a positive, high-performing culture.
• Change leader – experienced in guiding teams through system implementations and significant business change, ensuring clarity, buy-in and successful adoption.
• Resilient and determined – brings grit, energy and perseverance to overcome challenges and maintain momentum in demanding operational environments.
• Commercially and data aware – able to use performance data and customer insight to inform decisions, with desirable experience in utilities or Developer Services and strong stakeholder engagement skills.

What’s in it for you?

• Competitive salary between £33,000 to £40,000 per annum.
• 26 days holiday per year increasing to 30 with the length of service (plus bank holidays).
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Working at [Employer hidden — view at passion-project.co.uk] is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits. Real purpose, real support, real opportunities. Come and join the [Employer hidden] family.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.

Helpdesk Team Leader in Reading employer: [Employer hidden]

[Employer hidden] is an exceptional employer, offering a dynamic work environment where you can truly make a difference in the lives of over 16 million customers. With a strong focus on employee growth, competitive benefits including a generous pension scheme and health support, and a commitment to diversity and inclusion, you'll find a supportive culture that empowers you to thrive as a Helpdesk Team Leader in our Reading office. Join us to lead change, inspire your team, and contribute to building a sustainable future for our communities.

Contact Detail:

[Employer hidden] Recruiting Team

View [Employer hidden] Profile

StudySmarter Expert Advice 🤫

We think this is how you could land Helpdesk Team Leader in Reading

#### ✨Tip Number 1

Get to know the company inside out! Research [Employer hidden], their values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.

#### ✨Tip Number 2

Practice your leadership stories! Think of specific examples where you've led teams through change or improved customer experiences. We want to hear about your successes and how you can bring that energy to our Helpdesk Team.

#### ✨Tip Number 3

Be ready to demonstrate your coaching skills! Prepare to discuss how you've motivated teams in the past and how you plan to build a high-performing culture at [Employer hidden]. We love a people-first approach!

#### ✨Tip Number 4

Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.

#### We think you need these skills to ace Helpdesk Team Leader in Reading

• Customer Service Management
• Team Leadership
• Performance Management
• Coaching and Feedback
• Change Management
• Communication Skills
• Data Analysis
• Continuous Improvement
• Stakeholder Engagement
• Problem-Solving Skills
• Resilience
• Motivational Skills
• Operational Excellence
• KPI Management

Some tips for your application 🫡

Show Your Leadership Skills:

When writing your application, make sure to highlight your experience in leading teams. We want to see how you've inspired and motivated others, especially in fast-paced environments like contact centres.

Communicate Clearly:

As a confident communicator, your written application should reflect that. Use clear and concise language to convey your ideas and experiences, making it easy for us to see your potential as a Helpdesk Team Leader.

Focus on Customer Experience:

Since this role is all about enhancing customer experience, share specific examples of how you've improved service delivery or handled escalated issues. We love seeing candidates who are passionate about putting customers first!

Apply Through Our Website:

Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with [Employer hidden].

How to prepare for a job interview at [Employer hidden]

✨Know Your Stuff

Before the interview, make sure you understand the key responsibilities of a Helpdesk Team Leader. Familiarise yourself with performance metrics like SLAs and CSAT scores, as well as the importance of coaching and team engagement. This will show that you're not just interested in the role, but that you’re ready to hit the ground running.

✨Showcase Your Leadership Style

Be prepared to discuss your leadership approach. Think about examples where you've successfully led teams through change or improved performance. Use specific anecdotes that highlight your ability to motivate and engage your team, especially in a fast-paced environment.

✨Communicate with Confidence

Since this role requires strong communication skills, practice articulating your thoughts clearly and confidently. During the interview, demonstrate how you would handle escalated customer calls and lead effective team meetings. This will help the interviewers envision you in the role.

✨Emphasise Continuous Improvement

Talk about your experience with using data and customer feedback to drive improvements. Be ready to share examples of how you've identified pain points and implemented changes that benefited both customers and your team. This shows that you’re proactive and focused on delivering a great customer experience.