Company Overview
Go-Fix Mechanical and Drainage Services specializes in drainage, plumbing, heating, and mechanical services across Central London and surrounding counties. Our mission is to provide reliable, high-quality service with a commitment to customer satisfaction.
Summary
We are seeking a Helpdesk Manager to join our team in our offices in New Ash Green, Kent 7:30AM - 5:30PM. As Helpdesk Manager, you will take ownership of the team's performance, ensuring that all inbound calls, emails, and emergency requests are handled promptly, jobs are correctly allocated, and customers receive outstanding service. You will lead by example, providing guidance and escalation support to your team while maintaining strong communication with engineers, clients, and management.
Responsibilities
* Lead and manage the day-to-day running of the Drainage & Plumbing helpdesk, ensuring service levels and client expectations are consistently met.
* Monitor incoming calls, emails, and job requests, ensuring the team logs and processes all jobs accurately and promptly.
* Oversee emergency callouts and ensure all jobs are followed up and completed efficiently.
* Manage workload allocation across the team, ensuring urgent and high-priority cases are handled quickly.
* Provide clear updates to clients on job progress, managing expectations and maintaining excellent customer relationships.
* Liaise with engineers to coordinate works, book follow-on jobs, and resolve any operational challenges.
* Oversee the use of client portals and job management systems (e.g., Big Change), ensuring data accuracy and timely updates.
* Track performance, generate management reports, and implement process improvements to increase efficiency.
* Provide leadership, coaching, and escalation support to the team, fostering a culture of accountability and high performance.
* Ensure office and operational standards are maintained, supporting the wider business where required.
Benefits
* Weekly Pay
* Company Phone and Tablet
* Incentive Scheme
* Company Van & Fuel Card
Job Types: Full-time, Permanent
Pay: £35,000.00-£47,000.00 per year
Experience:
* Drainage: 5 years (preferred)
* Drainage or Helpdesk Operations: 5 years (preferred)
Licence/Certification:
* Driving Licence (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person