Availability Helpdesk Team Leader
| Posting date: | 17 April 2024 |
|---|---|
| Salary: | £24,000 to £33,000 per year |
| Hours: | Full time |
| Closing date: | 24 April 2024 |
| Location: | Manchester, Greater Manchester, M60 0AG |
| Company: | Co-op Group |
| Job type: | Temporary |
| Job reference: | 1038864_1713340988 |
Summary
Availability Helpdesk Team Leader
£24,000 to £33,000 plus great benefits (Work Level 6B)
Manchester city centre, hybrid
12-month secondment
We're looking for an Availability Helpdesk Team Leader to support our Colleague Contact Operation in our Co-op Business Services (CBS). In this role you'll work in a hybrid way splitting your time between home and the office at least once a week (find out more about our hybrid working policy at colleagues.coop.co.uk/hybrid-working-policy).
As an Availability Helpdesk Team Leader at Co-op, you'll manage a multi-skilled team that supports store colleagues with availability issues and queries regarding our products instore. You'll lead the team and make sure processes are followed, service level agreements are met, and lead by example providing an excellent customer experience. We'll look to you to work collaboratively across the helpdesks within Colleague Contact to support and deliver an excellent service for our front facing colleagues across the business.
What you'll do
- Manage the workflow for the team, and lead daily stand ups
- Be responsible for reporting and understanding our service level agreement (SLA) and key performance indicator (KPI) performance data and identify places for improvement
- Look for opportunities to continuously improve services and performance, working closely with the Operations Manager and Escalations Manager
- Work across the operation to support other helpdesks and the management of risks and escalations
- Be responsible for the teams' training, development, and quality assurance
- Develop and maintain collaborative relationships with all external and internal customers, including key partners in Supply Chain, Operational Excellence and Operational Store Support
This role would suit people who have
- Experience in food retail (i.e., how food stores work/challenges)
- Good Microsoft Excel skills, with the ability to understand and analyse data
- Experience in dealing with complaints from customers or senior internal partners
- An interest in managing and developing people
- The ability to prioritise workload in a fast-paced environment
Why Co-op?
If you have the skills that we need, we can offer you a competitive salary and great benefits package which includes 30% off Co-op branded products in our food stores (as well as other discounts on Co-op products and services).
- An annual bonus (based on personal and business performance)
- 28 days holiday (rising to 32 with service) plus bank holidays
- A pension with up to 10% employer contributions
- Access to a subsidised onsite gym (at our Manchester HQ)
- Coaching and training to support your career development
- Wagestream app - giving you access to a percentage of your pay as you earn
- YuLife app - rewarding you for exercising with discounts and vouchers for your favourite brands
At Co-op, we're proud to do things a different way. As one of the world's largest co-operatives, owned by millions of members, community is at the heart of what we do. Since our Co-op was founded in 1844, we've had a clear social purpose, and everything we do as a business helps to build a fairer world for our members, customers, colleagues, and communities.
Building a diverse environment
We're actively building diverse teams and we welcome applications from everyone. If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We're also part of the Disability Confident scheme, meaning we'll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.
We'll ask whether you'd like to be considered under the Disability Confident scheme when you apply.
If we invite you to take part in the recruitment process for any of our jobs, we'll ask you if you need any reasonable adjustments to enable you to participate.
You can find out more about our recruitment process at jobs.coop.co.uk/apply-process
You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing
Please note that we may close applications for this role early.
#CBSJobs
Proud member of the Disability Confident employer scheme