<div class="box fr-view" id="jobmain"><!-- Introduction --><div><h3>Job Introduction</h3><p style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;padding:5px 0px;"><strong style="font-weight:700;">We’re looking for a hands-on, people-first Retail Helpdesk Manager to lead our fantastic team and keep everything running smoothly across the business.</strong></p><p style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;padding:5px 0px;">You’ll be heading up both our Helpdesk and Reception services, making sure our stores, field teams, and Support Centre get the support they need — quickly, confidently, and with care. You’re someone who’s not afraid to roll up your sleeves and get stuck in, whether that’s solving a tricky issue, guiding your team, or spotting ways we can work smarter.</p><p style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;padding:5px 0px;">You’ll be proactive, always thinking a few steps ahead, and enthusiastic about delivering great customer service. Bring your authentic, fun self to work, and help us celebrate the everyday moments that make retail truly special.</p><p style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;padding:5px 0px;">This is an <strong style="font-weight:700;">office-based role</strong> with some flexibility to work <strong style="font-weight:700;">hybrid from time to time</strong>. You’ll also need to be available to work the <strong style="font-weight:700;">occasional Saturday (9am–1pm)</strong>.</p><p style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;padding:5px 0px;"><strong style="font-weight:700;">&nbsp;</strong></p><p style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;padding:5px 0px;"><strong style="font-weight:700;">What You’ll Be Getting Up To:</strong></p><p style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;padding:5px 0px;">You’ll manage a team of four helpdesk advisors, making sure every issue is logged accurately, resolved quickly, and followed through to a permanent fix. You’ll stay close to our business processes so the advice your team gives is always spot-on — and you’ll help them grow by setting clear goals and holding them to high standards.</p><p style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;padding:5px 0px;">You’ll also keep a close eye on trends in support tickets and calls, collaborating with your team to spot risks early and suggest smart, long-term solutions. You’ll take ownership of service KPIs, track satisfaction, and share insights with the wider Support Centre and field teams to keep improving how we work.</p><p style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;padding:5px 0px;">On top of that, you’ll oversee Reception — making sure visitors get a warm cardfactory welcome, managing post, building access, and supplies for the Support Centre and Warehouses. You’ll also be the go-to for key systems like Halo, Horizon, and Royal Mail tools, keeping everything running smoothly behind the scenes.</p><p style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;padding:5px 0px;">This is a role for someone who’s organised, solutions-focused, and ready to roll up their sleeves — someone who leads by example and brings out the best in their team.</p><p style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;padding:5px 0px;">&nbsp;</p><p style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;padding:5px 0px;"><strong style="font-weight:700;">What we’re looking for:</strong></p><ul style="margin-bottom:0cm;margin-top:0cm;"><li style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;">Experience in retail, helpdesk, or team management</li><li style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;">Effective communication and leadership skills</li><li style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;">Calm under pressure and confident handling sensitive situations</li><li style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;">Great attention to detail and problem-solving mindset</li><li style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;">Comfortable with IT systems, especially Word and Excel</li><li style="margin:0cm 0cm 8pt;font-size:11pt;font-family:Aptos, sans-serif;">Able to manage workloads, SLAs, and lead a team effectively.</li></ul></div><!-- Hiring Organisation --><div><p>Sportswift Ltd T/A cardfactory</p></div><!-- Apply Button --><a href="https://careers.cfjobs.co.uk/members/?j=28179&amp;lang=en&amp;" class="btn btn-apply applybottom">Apply<i class="fas fa-chevron-right"></i></a></div>