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 3 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: 3 years (required)
Work Location: In person
