About the organisation
My client is part of a newly established, industry-led, not-for-profit start-up responsible for delivering a major nationwide environmental programme across England, Scotland and Northern Ireland. The organisation is being built from the ground up, combining the pace and mindset of a start-up with the scale and responsibility of a national initiative, focused on reducing waste and supporting long-term positive change through new infrastructure.
This is a large-scale programme of national importance, with a clear public purpose and a defined roadmap toward a 2027 launch. The work is practical, collaborative and delivery-focused, bringing together consumers, businesses and wider stakeholders as the service is designed, tested and scaled.
The role
My client is looking to appoint a Helpdesk Team Leader to manage the day-to-day operation of the Helpdesk, acting as the first point of escalation and ensuring consistent, high-quality support across all channels.
You’ll lead a team of 6-8 Helpdesk Agents, with a strong focus on engagement, coaching and clarity. This is a hands-on, people-focused role where you’ll balance operational oversight with stepping in to support during busy periods.
Working closely with the Helpdesk Lead and external service partners, you’ll help maintain service stability, resolve emerging issues, and support the Helpdesk as it scales in line with the wider programme roadmap. The role reports into the Helpdesk Lead.
The position is based in Milton Keynes (around 30 minutes from Euston), with two days per week working from home.
Key responsibilities
- Coach and support a team of Helpdesk Agents, fostering a positive, professional and supportive team environment.
- Ensure Helpdesk Agents are clear on priorities, updates and workflow changes, supporting consistent and accurate service delivery
- Manage the day-to-day operation of the Helpdesk, including queue monitoring, daily check-ins and maintaining service stability across all channels
- Act as the first point of escalation for Agent queries and more complex or unclear stakeholder enquiries
- Provide hands-on support during busy periods by stepping in to assist with enquiry handling where needed
- Coordinate day-to-day operational alignment with BPO partners, including reviewing escalations and ensuring appropriate follow-up
- Conduct targeted quality sampling and provide constructive feedback to improve accuracy, clarity and service consistency
- Identify recurring themes, quality issues or operational risks and escalate these to the Helpdesk Lead with clear insight
- Monitor SLA performance, KPIs, queue distribution and workload levels, highlighting service pressures early and contributing to operational reporting
- Support operational improvement, testing and readiness activities as the Helpdesk scales toward the 2027 go-live and beyond
What success looks like
- Agents feel supported, confident and clear on priorities
- Escalations are handled promptly and accurately
- Quality and consistency improve through coaching and feedback
- SLAs/KPI’s and service stability are maintained throughout the day
- BPO alignment is smooth, with issues identified and followed up
- Operational risks are identified early and communicated clearly
About you
- Experience supporting or leading within a helpdesk, or customer-service environment
- Calm, supportive and confident when helping others with questions or escalations
- Strong communication skills with an approachable, friendly style
- Able to coach and guide team members constructively and fairly
- Organised, proactive and able to adjust priorities in a fast-paced environment
- Comfortable engaging with internal teams and BPO partners
- Professional, reliable and committed to consistent, high-quality service
The opportunity
Work that makes a difference – and a place where you can too. This is a once-in-a-generation opportunity to help establish a scheme of national importance, working with purpose-driven colleagues and partners to deliver visible, real-world impact. You’ll contribute directly to meaningful environmental and social change and in return, we support and reward our team through a range of benefits and initiatives, including:
- Competitive base salary
- 34 days holiday, inclusive of bank holidays, additional holidays for length of service
- Flexibility with holidays. You may work on a local public holiday and take an alternative day off, giving you the freedom to celebrate the days that matter most to you.
- 5% employer pension contribution
- Life Insurance: Cover of 4 times base salary
- Private Medical Insurance: includes GP access and an Employee Assistance Programme (EAP) for wellbeing support
- Family Leave: Maternity, adoption, shared parental leave policies will be developed to be progressive and inclusive.
- Hybrid Working: 60% office or field-based and 40% home-based, with some flexibility according to business and personal needs.
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