Apply Now About the role Amazing infrastructure isnt the only thing that gets built here. Incredible careers do too. Join our Asset & Technology Solutions team as a Helpline Manager and you can build something to be proud of. To take responsibility for the delivery of Helpline department/function and processes. Ensure that the team provide exemplar service to all customers, and that there is a strong focus on Customer Service within all team members. Lead change and inspire change within the department/Function to work effectively and collaboratively. Develop a culture that embraces change. What you'll be doing As a Helpline Manager, you will have the following responsibilities: Effectively manage, direct, support and encourage teams to deliver department and organisational objectives Provide clear direction and management support for SMT through regular 1:1s facilitating a participative culture for decision making and personal development. Work with Senior Management to set the strategic direction for Helpline team across the business in line with business goals and values. Monitor the department budgets to ensure high quality delivery against business targets and Customer SLAs Ensure legal compliance for the business within a framework of business improvement and satisfying working environment Liaising / working with the client representatives to secure effective business opportunities Develop and manage a diverse team of people responsible for the provision of all elements of customer service, within the Helpline Team Proactively identify, influence and implement changes to structures and processes that lead to the highest standards of customer service. Who we're looking for You will have the following: The position requires a customer service professional with proven management skills Strategic thinker with the ability to create and deliver innovative solutions Ability to adjust priorities and manage time wisely in a fast-paced environment, including flexibility to hours and travel in line with business requirement Ability to communicate in a clear, concise, understandable manner, and listen attentively to others, understands material, and provides instructions to others Motivating, developing, and directing people as they work, identifying the best people for the job and leading team to excellence through coaching and mentoring Experience of managing a team for high performance Ability to handle multiple tasks in a high volume, rapidly changing environment Strong attention to detail and exceptional analytical skills. Why work for us Day in, day out, our teams deliver some of the UKs most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities. Why join us? As if contributing to and supporting work that makes life better for millions wasnt rewarding enough, we offer a full range of benefits too. You'll have the freedom to shape the package thats right for you and your life. Here are some of our key benefits: Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow. 25 days paid annual leave (pro rata) Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave Pension, share incentive plan, volunteering leave, recognition schemes and much more