Inside Arcus with Lesley Jackson
At Arcus, our 24/7/365 helpdesk plays a vital role in keeping customer operations running smoothly. Acting as the first point of contact for a wide range of queries and requests, the team ensures the right support is in place as quickly and effectively as possible. Whether it is logging jobs, allocating work to engineers, or keeping customers updated, the helpdesk works closely with colleagues across the business to deliver a seamless service. The role demands accuracy, clear communication, and a focus on solving problems. Our Head of Helpdesk, Lesley Jackson, tells us more.
Lesley Jackson
Head of Helpdesk
I joined Arcus in 2009 and have seen the helpdesk grow from a small group into a large, experienced team that is at the centre of day-to-day operations. We work in shifts to make sure there is always someone ready to pick up calls and requests as they come in, with clear processes for handing over between teams so nothing is missed.
Each person on the helpdesk and scheduling teams are trained to handle a broad range of queries, but we also have colleagues who specialise in certain areas, such as refrigeration, engineering, or providing dedicated support to particular customers. This means we can match the right job to the right resource quickly, which makes a big difference to our response times and success rates.
Strong communication is central to how we work. Alongside logging jobs and allocating them to engineers, my team keeps customers updated. We hold regular briefings to ensure everyone is aware of developments across the board, and we share tips and solutions that can help the entire team work more effectively. This collaborative approach helps us stay consistent, solve problems faster, and make sure nothing falls through the gaps.
A key part of what I do is supporting the team. I make sure they have the training, tools, and guidance they need, as well as the confidence to make decisions on the spot. It is important that they feel trusted to take ownership, especially when situations are urgent.
My role also involves supporting mobilisations for new contracts and taking part in account reviews. In mobilisations, I work closely with different departments to ensure the helpdesk or scheduling teams are fully set up and ready to manage the specific needs of that customer from day one. In account reviews, I help assess how we are performing and where we can improve, making sure our processes align with customer expectations and that we continue to provide the best service possible.
What makes me proud is how well the team works together under pressure. When call volumes are high or urgent issues come in, everyone steps in to help, no matter what they’re working on. It is that teamwork and shared commitment that allow us to keep delivering for our customers every single day.
We are always looking for ways to improve, whether that’s through better use of technology, refining our communication, or learning from feedback, and that focus on improvement is what keeps us moving forward.
