Helpdesk Manager

Trades247 is growing, and we're looking for a Customer Helpdesk Manager to lead the team that keeps our customers happy, day and night.

We're a 24/7 trades business, and our customer helpdesk is at the heart of how we deliver a great experience, whatever time our customers get in touch. We're now looking for an experienced Team Leader or Manager to take charge of our helpdesk team of 6 (and growing), own the rota that keeps cover running around the clock, and build a customer journey that's genuinely market leading. This is primarily a Monday–Friday, 8am–5pm role, You will own the 24/7 rota and be the first point of contact if cover is ever needed, but you won't be working nights yourself.

What you'll be doing

• Leading, coaching and developing our customer helpdesk team, currently 6 people and growing as the business expands.


• Owning the 24/7 helpdesk rota and being the first point of contact should cover be needed.


• Owning the end\-to\-end customer experience – every call, email and job logged, and every customer looked after.


• Designing and delivering a customer journey strategy that sets us apart from the competition.


• Managing day\-to\-day operations using our Job Logic system, keeping response times and service levels on track.


• Reporting on performance and driving continuous improvement across the team.

What we're looking for

• At least 5 years' Team Leader or Management experience, ideally within Facilities Management or a similar sector.


• A track record of managing a customer service or helpdesk team, ideally with experience owning rota/shift cover for a round\-the\-clock operation.


• Experience with the Job Logic system is preferred, but not essential.


• A proactive, hands\-on leader who's as comfortable coaching a team as they are shaping strategy.

You'll need to be able to work from our offices near Wolverhampton.What's on offer

• A salary of circa £37,500, dependent on experience.


• A genuine Monday to Friday, 8am–5pm working pattern – no regular nights or weekends.


• A company pension scheme, with employer contributions to help you plan for the future.


• 28 days' paid annual leave (inclusive of bank holidays) – a clear, guaranteed entitlement to properly switch off and recharge.


• The full range of statutory employee protections – sick pay, parental leave and more – delivered by a stable, well\-run employer.


• The chance to build and shape a growing team, and genuinely influence the customer experience of a scaling business.

Sound like you? We'd love to hear from you – apply today.

\*No agencies at this stage please

Pay: £37,500\.00 per year

Benefits:

• Company pension


• Free parking


• Sick pay

Experience:

• Facilities management: 5 years (required)

Work Location: In person

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