Customer Services Helpdesk Manager (fixed term contract)

A successful university campus is about so much more than buildings. It’s about the environment, the atmosphere and the people – creating that sense of home that will help students feel safe, secure, and help them thrive. Here at UPP we currently have an exciting opportunity for a Helpdesk Manager to join our team onsite at the University of Reading on a 12-month fixed term contract, overseeing the operation of our 24/7 Helpdesk.

This is a permanent position working 37.5 hours per week 9am to 5.30pm (with flexibility to work other shifts including one shift per week 1pm-9.30pm, to enable good leadership of your entire team). The salary is £40,894 per annum.

The Helpdesk Manager will proactively manage the day-to-day helpdesk operation in the provision and delivery of an effective and customer focused service for all student residents, University partners, sub-contractors and UPP Team Members. In addition, you will be a ‘super user’ of the property management database (Planon) ensuring reactive and planned maintenance is issued, monitored and recorded in line with the Service Level Agreements (SLAs). We truly care about the experience of our residents and invite you to join our friendly team and help make a positive difference to students living away from home in our accommodation.

Role responsibilities include:

• Management, supervision, recruitment, induction, training and appraisals of administration team, together with administration of recruitment procedures, training records and absence/timekeeping monitoring.
• Manage the computer-based property management database monitoring all reactive work and planned maintenance ensuring that all works are completed within the Service Level Agreements.
• Ensure all relevant planned and statutory maintenance is undertaken at the agreed time and the necessary documentation and certification is obtained.
• Produce required data for inclusion in monthly reports.

We are looking for you to have previously worked in a managerial/supervisory role preferably within a Facilities Management environment along with excellent customer service and organisation skills. Previous experience working with maintenance software would be an advantage but is not essential; it’s more important you have a good understanding of MS Office especially Excel, an attention to detail, strong communication skills and the passion to always do a great job. You will also be flexible to work (with notice) additional hours when needed, especially during the main student arrival and departure weekends.

In return, we are offering a fun and interesting environment to work in with a competitive salary and a great benefits package which includes 25 days holiday plus bank holidays, life insurance, pension, training, two paid volunteering days each year, cycle to work scheme, store discounts, as well as discounts from a variety of top retailers, restaurants, gyms and more.

UPP welcome all applications and recognise the value of having a diverse and inclusive culture, which reflects the communities we work with and has a positive impact on our people, our student residents, and our university partners. We understand all disabilities, impairments and conditions are unique, so please advise us of any adjustments which would support you through our recruitment process and help you to thrive at work. Our core values of Innovation, Sustainability, Community, Partnership and Respect, are fundamental to our culture and summarise what is important to our business and our people. We are a team with energy, pace and passion; if that sounds like you, apply today.