Help Desk Team Leader

Proactive Personnel are currently recruiting on behalf of a great charity based in Manchester that aims to create opportunities for people who are homeless or are at risk of becoming homeless. This is a great charity that supports people across Greater Manchester, the ideal candidate will be someone who wants to make a difference to other people’s lives.

Role Purpose

  • As the helpdesk team leader, it will be your responsibility to deliver the charities ‘Welcome’ on both phone and email. This will involve supervising and developing the helpdesk team. This will be both staff and volunteers.
  • You will oversee the interaction of with a wide range of people, including service users, volunteers and clients in a variety of situations, from taking phone calls, providing support calls, explaining services to clients, co-ordinating collections and deliveries through our Kudos Management information system. This role requires great teamwork, warm welcome, supportive conversation and signposting skills.
  • To keep up to date with charity information and communicate this to clients and pass this knowledge on to the helpdesk team.
  • To keep up to date with signposting and partnership opportunities to be able to increase the support available over phone/email and pass this knowledge onto the helpdesk team.

What you will be doing

  • Supervise the helpdesk team and resources ensuring effective day to day delivery whilst, maintaining Charity ‘Welcome’.
  • Ensure daily help desk duties are completed in line with the charity customer service levels.
  • Work with the support team to maintain and develop the support offer over the phone/email.
  • Conduct a signposting service for provision of both charity services and external partners.
  • Referring clients to other services such as food banks.
  • Work with warehouse team leader to help to optimise the donations of furniture and deliveries.
  • To work within and educate the team in the Kudos system.
  • Effectively manage and train volunteers in the helpdesk function.
  • To generate and report monthly KPI’s in line with excellent customer service.
  • Maintaining the help desk manuals and information sheets, including policies and procedures, and updating the team on changes in policies and procedures.
  • Line management of helpdesk staff including regular 121s, appraisals and performance management; managing rotas, annual leave, lunch cover and sick leave.
  • Take responsibility for personal and professional development, attending meetings and training as required in order to offer suggestions and improvements as appropriate.
  • Demonstrate an open, ‘can do’, non-judgemental professional attitude whilst maintaining appropriate boundaries.

General Work duties

  • Support volunteers to develop ‘work ready’ skills and behaviours i.e. confidence, punctuality, time management, communication, teamwork and initiative.
  • Working within health & safety guidelines and charity policies and procedures.
  • Supporting other staff and departments and provide practical relief cover for work-streams.
  • Leading by example, embodying the charity culture and values.
  • Contribute towards being an environmentally responsible organisation as part of day to day activities including recycling and supporting ‘paper-lite’ practices
  • Other tasks and duties relevant to the role as required by the organisation
Specification Essential /
Experience of team management, including performance and absence processes Essential
Excellent telephone manner and written communication skills Essential
Excellent organisational / administration skills in managing customer enquires Essential
Competent at using Microsoft word, excel and outlook and IT support systems Essential
Effective time management, scheduling and organisation skills Essential
Good communication and team working skills Essential
Flexible and can-do attitude, self-motivated and enthusiastic approach Essential
Confident in managing difficult situations and professional boundaries Essential
Experience in producing Management information – Key Performance Indicators Essential
Lead by example in supporting the Values of Mustard Tree Essential
2 years’ frontline experience in charity/voluntary organisation Desirable
Experienced and committed to training others – either on the job or in the office Desirable

Monday – Friday 08:30 – 17:00

Salary £23,100

Free lunches daily

This will be a temporary – permanent position (12 weeks)

If you are looking for a new role and you would love to work for great charity please apply or call Antony on 0161 661 8000!

Upload your CV. Max. file size: 20 MB. Files accepted .doc | .docx | .pdf
By submitting this form, you agree with the storage and handling of your data by Proactive Personnel Ltd as set out in our privacy policy.

Application ends on October 20, 2022


  • Location manchester
  • Job category Admin & Secretarial, Charity & Non-Profit
  • Salary £23100
  • Job type Full Time, Temp to Perm
  • Consultant Details Antony Brown
    0161 661 8000
Job ID: 10132 Application ends on October 20, 2022