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 doingLeading, 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 forAt 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 Darlaston, Wednesbury.What's on offerA 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

Benefits

Company pensionFree parkingSick payExperience:Facilities management: 5 years (required)Work Location: In person