Starting Date: ASAP/Mid-Month 202X

Contract type: Full-time and open-ended

Salary: if hired in Delhi – 20,58,495 INR, commensurate with relevant experience and skills

Location: Delhi

Application closing date: 22-04-2025

About the Job 

Better Cotton is in an exciting stage of growth and development carrying out major changes to its standard system model, notably transitioning to a certification model. This requires change management with the Better Cotton supply chain, a supply chain of many thousands of textile companies in around 80 countries.  The Helpdesk Coordinator will report to the Global Training and Change Manager and manage a Helpdesk of some 7-8 Helpdesk Assistants.  He/She will play a leading role in improving our current Helpdesk Services, expanding the scope of the queries covered, managing the performance of the Helpdesk and ensuring customer insights feed into our IT systems development and process efficiencies.  

The Helpdesk Coordinator will support overarching goals as part of the Global Demand and Engagement Team at Better Cotton by providing sufficient support to our Members and Better Cotton Platform users by ensuring the hiring, training, and motivation of our Helpdesk Assistants. 

The successful candidate must be an experienced, organised, reliable and results-driven professional with previous successful coordination of Helpdesks and/or all call centres. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. You must also have excellent customer service and communication skills. 

The goal is to do everything possible to attain goals and achieve great results for our organisation and a smooth experience for Better Cotton Members and Better Cotton Platform Users. This role offers excellent opportunities for personal and professional development, together with a competitive benefits package, working in a global mission-driven organisation. The role is based in our Delhi Offices.  

The Challenge

Looking ahead to 2030, we are targeting reducing GHG emissions from cotton production by half, big cuts in synthetic pesticide use, improve soil health across our network, improve farm income and support women’s empowerment among farmers and farm workers. 

As Senior Communications Manager, you will be responsible for ensuring our external and internal communications are impactful, connect with our audiences and reflect the strength of our value proposition.

Areas that play to your strengths

We are seeking a motivated Helpdesk Coordinator to join our Supply Chain Operations.

Our Helpdesk Coordinator will have a variety of duties, but they typically develop objectives that reflect the needs of their Members and BCP users in order to motivate their team to meet and exceed the organisation’s support service goals. He/She do this through conducting effective resource planning and analysing key metrics of success, as well as ensuring insights leading to improvements and reduction of queries are communicated to be queued by different team to address overall user-friendliness and comprehension of our systems. 

The specific responsibilities of the Helpdesk Coordinator are: 

Managing the Helpdesk 

• Developing objectives for the Helpdesk’s day-to-day activities 

• Conducting effective resource planning to maximise the productivity of resources (people, technology, etc.) 

• Managing escalation within the concerned teams to meet SLAs  

• Managing knowledge, that is, maintaining an updated knowledge bank with FAQs to facilitate the working of Helpdesk and keeping customers satisfied 

• Monitoring and improving Helpdesk standard operating procedures and leading service improvement activities 

• Coordinating the set-up of Helpdesk resources in new countries to meet local language requirements 

• Staying abreast of service desk technology and making recommendations for new tools 

• Owning a continuous improvement plan 

• Budgeting and tracking Helpdesk expenses 

Managing Performance 

• Collecting and analysing Helpdesk statistics (customer service metrics, types of queries, resolution times, etc.) 

• Meeting with internal stakeholders in the Demand and Engagement Team, Certification and IT Teams to ensure potential improvements are in the planning for adoption 

Managing Helpdesk Assistants 

• Line-managing a team of Helpdesk Assistants, maintaining a strong team spirit and high level of motivation 

• Hiring, coaching and establishing training needs for Helpdesk Assistants to maintain a high level of professional and customer service standards 

• Evaluating the team performance with key metrics (accuracy, call-waiting time etc.) 

Helpdesk Reporting 

• Preparing reports for different departments or upper management 

The Helpdesk Coordinator work on additional assignments and projects as agreed with the line manager. 

We are looking for someone who has

the following skills, knowledge, and experience:

Essential

What we offer

• Competitive salary 

• Hybrid working – Two to three days/week in the Delhi office 

• The opportunity to work from anywhere in the world for up to one month per year 

• Flexible working, with core hours from 10 am to 4 pm local time 

• Continuous learning and development 

• Pension scheme 

• 25 days paid annual leave, plus 8-9 Bank Holidays and a further 3 discretionary days off over Christmas/year end period. 

• Enhanced parental benefits 

• A warm, positive working environment where everyone is valued 

• The opportunity to make your mark and make a difference. 

Working arrangements

The position is full-time (40 hours per week) and will be based either in London, Lahore or Delhi. Better Cotton offers flexible working, with core hours being 10 am – 4 pm.

Apply now

Send us your CV (2 pages maximum) and a brief cover letter (1-page maximum) by or before 22.04.2025 via this Rippling link. 

In your cover letter, please include an explanation of why your experience is specifically relevant to this role at Better Cotton. We want to see your personal style – what makes you tick and why you think your next opportunity is here with us.

Our hiring process

Initial Screening:

Applicant screening is a crucial step in our recruitment process. This stage may involve a brief phone interview or video call to evaluate your suitability for the position. During this screening, we review resumes and cover letters, and may conduct initial background checks to narrow down the pool of applicant. Internal candidates are encouraged to inform their line manager about their application to promote transparency and help facilitate a smooth transition if selected.

Interviews:

If you successfully pass the initial screening, you will be invited for interviews. The interview process at Better Cotton may include one or more rounds of interviews with various stakeholders, such as the hiring manager, team members, and potentially senior management. As an internal candidate, you may have discussions regarding your current responsibilities and how they will transition to the new position.

Assessment and Testing: 

Depending on the role, you might be required to complete assessments, technical tests, or skills evaluations to gauge your competency and suitability for the position. Internal candidates may have the option to demonstrate their existing skills through current job performance or past project outcomes.

Reference Checks: 

Once you progress further in the process, reference checks are conducted to validate your work history, skills, and qualifications, and for some roles, your education and criminal history. Internal candidates may be asked for references from current or previous supervisors within Better Cotton to provide insights into their performance and capabilities.

Offer stage:

After completing interviews, assessments, and reference checks, the hiring team evaluates your performance and fit for the role. If you are selected and your references are relevant and satisfactory, you will receive a formal job offer letter outlining the terms of employment, compensation, benefits, and any other relevant details. For internal candidates, the offer process may include a discussion about how your transition to the new role will be managed and any support needed for a smooth handover.

About Better Cotton

Better Cotton is a global not-for-profit organisation supporting the production of more equitable and sustainable cotton at farm level. We exist to catalyse the cotton farming community with partners, governments and others to continuously drive positive impact by setting standards and facilitating the supply and demand of more sustainable cotton from farm to brand. In just 15 years we have aligned more than a fifth of the world’s cotton with our standard and helped farmers and farming communities thrive. Join us in building a better, more sustainable future for cotton worldwide.

About our Values

The post holder will be expected to operate in line with our workplace values which are:  

• Trustworthy (including honest, transparent, credible) 
• As having Integrity (including responsible, authentic) 
• Positive (including problem-solving, pragmatic) 
• Engaging (including adaptable, inclusive, holistic) 
• Daring (including courageous, innovative, game-changing)  

Being you @ Better Cotton

Better Cotton is committed to creating a diverse environment and is proud to be an equal opportunity employer with a strong commitment to good practice and transparency in the management of natural, human, and financial resources.

We have a zero-tolerance approach to any attitudes or behaviours that put children or adults at risk of harm. Safeguarding incidents are acts of serious misconduct and are grounds for disciplinary action, up to and including, dismissal and referral to relevant authorities for criminal prosecution. Therefore, all offers of employment are subject to satisfactory references and appropriate screening checks.