Description of role:
Helpdesk Lead – Customer Support Function Build-Out
Location: North West London (Hybrid – 3 days in office)
Hours: Full-time
Salary: £60k – £70k
Start Date: ASAP (short notice or immediately available candidates preferred)
Is this the role for you:
Our client is seeking a proactive and strategic Helpdesk Lead to design, build, and manage a brand-new customer support function in a fast-scaling organisation. This is a rare opportunity to shape a critical service from the ground up, providing support to consumers, retailers, producers, and other stakeholders as part of a national sustainability initiative.
What you will do:
In the early phase, you will be hands-on—personally handling enquiries while creating scalable workflows, selecting ticketing tools, and building knowledge bases. As the function grows, you will recruit and lead a team of 5–10, embedding processes, KPIs, and reporting to ensure accurate, timely, and professional responses that inspire confidence and trust.
You’ll collaborate closely with internal teams to ensure messaging is accurate and consistent, act as a key feedback channel to leadership, and prepare the helpdesk to scale up ahead of a nationwide launch in 2027. The role demands both operational drive and strategic vision, balancing day-to-day service with long-term planning in a start-up environment that is evolving rapidly.
What You’ll Bring:
The ideal candidate will bring proven experience in setting up or leading a helpdesk or customer service function, preferably within a start-up, transformation, or project-based context. Strong knowledge of service tools and ticketing systems, excellent communication and organisational skills, and the ability to balance hands-on delivery with team leadership are essential.
This is a career-defining opportunity to be part of a once-in-a-generation project that will deliver lasting environmental impact while shaping a new national system.
Apply now if you can bring both strategic vision and hands-on customer service leadership, with availability to start at short notice.
Location: North West London (Hybrid – 3 days in office)
Hours: Full-time
Salary: £60k – £70k
Start Date: ASAP (short notice or immediately available candidates preferred)
Is this the role for you:
Our client is seeking a proactive and strategic Helpdesk Lead to design, build, and manage a brand-new customer support function in a fast-scaling organisation. This is a rare opportunity to shape a critical service from the ground up, providing support to consumers, retailers, producers, and other stakeholders as part of a national sustainability initiative.
What you will do:
In the early phase, you will be hands-on—personally handling enquiries while creating scalable workflows, selecting ticketing tools, and building knowledge bases. As the function grows, you will recruit and lead a team of 5–10, embedding processes, KPIs, and reporting to ensure accurate, timely, and professional responses that inspire confidence and trust.
You’ll collaborate closely with internal teams to ensure messaging is accurate and consistent, act as a key feedback channel to leadership, and prepare the helpdesk to scale up ahead of a nationwide launch in 2027. The role demands both operational drive and strategic vision, balancing day-to-day service with long-term planning in a start-up environment that is evolving rapidly.
What You’ll Bring:
The ideal candidate will bring proven experience in setting up or leading a helpdesk or customer service function, preferably within a start-up, transformation, or project-based context. Strong knowledge of service tools and ticketing systems, excellent communication and organisational skills, and the ability to balance hands-on delivery with team leadership are essential.
This is a career-defining opportunity to be part of a once-in-a-generation project that will deliver lasting environmental impact while shaping a new national system.
Apply now if you can bring both strategic vision and hands-on customer service leadership, with availability to start at short notice.
Apply for this role
Enter your details and drop your CV in the form below and a member of the team will be in touch.
CV Drop
Enter your details and drop your CV in the form below. A consultant will be in touch when they have a relevant opportunity.