Position Details
- Salary: £30,975 per annum
- Contract Type: Permanent, Full‑Time
- Hours: 42.5 hours per week, Monday to Friday, 08:00–17:00
- Location: Rainham – London
About The Role
We are looking for a proactive Helpdesk Team Leader to lead a team of Helpdesk Operators, managing repairs and maintenance enquiries. You will play a key role in delivering excellent customer service, ensuring repairs are managed efficiently, service level agreements (SLAs) are achieved and the team is supported to perform at their best.
The ideal candidate will be an experienced people manager with excellent customer service skills, the ability to prioritise a busy workload, and confidence in handling escalated enquiries and complaints.
Role Responsibilities
- Lead, coach and develop a team of Helpdesk Operators.
- Monitor call quality, productivity and customer satisfaction.
- Ensure repair requests are logged accurately and prioritised appropriately.
- Manage escalated enquiries and customer complaints.
- Monitor team performance against KPIs and SLAs.
- Conduct one‑to‑one meetings, performance reviews and training.
- Work closely with planners, contractors and operational teams to ensure repairs are completed on time.
- Produce performance reports and identify opportunities for improvement.
- Ensure compliance with company policies, health and safety requirements, and data protection legislation.
Role Criteria
- Previous experience leading or managing a team.
- Experience working in a call centre or helpdesk environment.
- Strong customer service and complaint handling skills.
- Previous administrative experience.
- Good IT skills, including Microsoft Office and CRM systems.
- Excellent organisational and communication skills, with the ability to manage multiple priorities.
- Subject to background, identity & security checks before commencement of employment.
Desirable
- Knowledge of repairs and maintenance.
Benefits We Can Offer You
- 25 days annual leave plus bank holidays
- Annual Mears Fun Day
- Volunteering Leave
- Staff perks with Mears Rewards – discounts on groceries, holidays, eye tests, share save scheme and more.
- Family‑friendly policies
- Access to EAP counselling sessions
Equal Opportunities
All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.
At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive. We are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all. We proudly support the Armed Forces Covenant and have achieved the Gold Award in the Defence Employer Recognition Scheme. We invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates.
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