AddressHelpdesk Manager
Location: Whitburn office- Typically working Monday to Friday 40 hours
As a Helpdesk Managerfor Novus, you’ll get to see the impact and improvements your role delivers to your customers and team every day – taking your job satisfaction to whole new levels. This varied and challenging role offers you the opportunity to work with a skilled and professional team, in a secure environment with long-term contracts and the opportunity to grow and learn. With responsibility for leading, delivering and developing a busy helpdesk function working on Reactive Maintenance, Social Housing contracts. Ensuring that Novus is seen to be the client and customer champion, by meeting their needs through the consistent delivery of world class service.
Along with utilising your Helpdesk Manager skills, you’ll also be looking for ways to add real value to the communities and customers you work with. Supported by your peers, team, and management to solve problems and trusted to make decisions to grow and develop relationships and revenue.
What’s in it for you?
- Attractive salary & benefits to suit you
- 27 Days Hols & BH – option to buy or sell holidays
- Company pension scheme – up to 7.5%
- We also offer a; Discounted Healthcare Scheme, High street & lifestyle discounts including Taste card, a day paid volunteering per year, length of service awards, and more….
An outline of your responsibility as a Helpdesk Manger
- Monitoring, logging and resolving escalated orders/complaints and liaising with clients and Contracts Managers in a professional manner at all times.
- Carry out quality audits on recorded calls and provide feedback.
- Ensure that all clients processes are adhered to.
- Monitor and ensure team achieve all Helpdesk KPI’s.
- Continually monitor resources and identify requirements, interview ,recruit and manage colleagues
- Ensure that the company’s policies and procedures are being adhered to.
- Ensure the flow of information between the Helpdesk and Operational Managers is being maintained.
- Monitor staff performance, including objectives, timekeeping, absence, and holidays etc and address any concerns in a timely manner.
- Ensure that new colleagues receive a full induction to Novus and that regular probationary reviews and Time to Talks are conducted in line with company policy, identifying any development needs
- Hold regular team meetings and huddles to ensure the team are fully up to speed with client requirement and business information.
- Attend and participate in monthly management meetings.
- Conduct regular continuous improvement reviews within the department on quarterly basis.
- Demonstrates the Novus values in all aspects of their work and behavior and calls out colleagues who do not display the required behaviors.
- Monitors “Its Our Job” standards and champions the behavior within the Helpdesk team.
About You
As an experienced Helpdesk Manager, you will ideally have experience of working with reactive maintenance contracts, within the Construction sector. This is a great opportunity for someone to make a difference leading an established Helpdesk team. Our preferred candidate will be experienced, knowledgeable, be a self-starter who is focused on delivery and able to communicate well with the team to ensure everyday runs smoothly.
A little bit about us
Novus Property Solutions is a dynamic, award-winning property maintenance, refurbishment, compliance, and decarbonisation specialist with more than 800 colleagues in 19 locations across Great Britain, providing a combination of local knowledge and national strength. We are a social and environmentally responsible family-owned business with a rich 127-year heritage, delivering a range of bespoke services and solutions to a wide variety of clients. Our vision is to be the leader in building and maintenance solutions, delivered with compassion and care for the communities in which we operate
At Novus Property Solutions we value people, and we are committed to building an inclusive and diverse workplace that enables our people to bring their full selves to work. We understand for many reasons that people very rarely meet all the criteria laid out in the job advert, so, we encourage you to apply for the role even if you do not meet all the criteria or hold all the qualifications. You may be just who we are looking for to join our award-winning Property Maintenance company in this, or another role.
