Helpdesk Manager

Helpdesk Manager

London/Essex

Permanent

Office/Home Hybrid Working

Do you thrive on keeping high volumes of correspondence moving smoothly? Are you experienced in helpdesk or customer service management and confident handling sensitive queries with empathy and professionalism? Could you help one of the UK's largest infrastructure projects respond to the public clearly, accurately and on time? Then, this could be the next adventure in your career.

Create Solutions that will enable a better tomorrow

We are looking for a Helpdesk Manager who will work as part of the Lower Thames Crossing’s Communities Team to manage the system for logging and tracking all correspondence relating to the project. You will ensure all responses meet the project’s expectations on quality and are in the appropriate tone of voice and aligned to relevant guidance documents. You will ensure every email and call is appropriately allocated to either the Lower Thames Crossing’s in-house team or to one of its Delivery Partners to answer directly. You will log the progress of each piece of communication and provide rolling correspondence reports.

Furthermore, you will:

• Manage the day-to-day running of the helpdesk, ensuring an effective and consistent service. This includes maintaining accurate records in our Customer Relationship Manager (CRM), and assessing, categorising and triaging correspondence to the appropriate team or individual, either project or contractor, to respond.
• Follow up with project and contractor representatives, chasing where necessary, to ensure all correspondence is resolved within the project’s designated timeline and adheres to its Key Performance Indicators (KPIs).
• Review and update correspondence procedures where appropriate, and provide recommendations to the Communities Lead for potential improvements to the project’s systems.
• Work with the Communities and Communications teams to manage correspondence, including responding directly to members of the public with queries about the project, assigning and assisting with queries relating to the Delivery Partners’ work, and providing quality control for Delivery Partners’ and contractors’ proposed responses to ensure they are in the appropriate tone of voice and aligned to relevant guidance documents.
• Work with the National Highways Customer Call Centre to ensure they are equipped with project resources and kept up to date on project progress, trending concerns or issues, and out of hours contacts.
• Manage monthly reporting for both the project and National Highways, including official KPI performance for the month and year.
• Provide updates to the Communities Lead on volumes, themes, locations, response performance and emerging risks, and escalate significant community, reputational or delivery issues.
• Support wider correspondence and project and contractor community teams, including maintaining templates, processes, guidance and standard responses where appropriate, and using AI systems to aid consistent response quality and times.
• Deliver training where appropriate, such as process updates for contractors.
• Maintain confidentiality and handle personal information appropriately when managing correspondence.
• Support communities with project-related administration, such as scheduling and correspondence for Community Liaison Group (CLG) meetings.

Your skills. Our team. Together we design the future.

The first step to success in this role is that you are eager to collaborate with the people around you, whether they are colleagues, partners, or customers. Developing ties with others is something you do by acting respectfully and delivering on your promises. And you never get set in your ways but keep exploring new insights and ways to improve.

Furthermore, you should have:

• Experience of helpdesk or customer service management.
• Confident using CRM/case-management systems, Microsoft 365 and reporting tools.
• The ability to manage high volumes of cases, competing deadlines and changing priorities.
• The ability to produce and review clear, accurate and professional correspondence that meets agreed standards for accuracy, tone and completeness.
• Confidence handling complex, sensitive or high-profile cases and knowing when to escalate, with an understanding of how to provide a positive, empathetic and consistent experience, including when dealing with dissatisfied customers or residents.
• Experience of producing helpdesk or customer service reports, identifying trends, recurring themes, areas of concern and inefficiencies from helpdesk data, and improving ways of working, would be an advantage.
• Experience of working in the construction industry would be an advantage.

A place to work and so much more.

At COWI, we work together with our customers to shape a sustainable and liveable world. We do it by applying our knowledge and curiosity - and sometimes even our courage - to create the solutions the world needs today to enable a better tomorrow. We support our customers’ transition towards increased sustainability. We strive to lead by example by embedding environmental management, social responsibility and good governance into our business practices and the options we provide to our customers.

We value differences and development and cultivate an environment of belonging and having fun. Because that is what brings out the best in you, at work and at home.

With offices primarily located in the Nordic region, the UK, North America and India, we are currently more than 7,500 people who bring their expertise in engineering, architecture, energy and environment into play.

What we also offer:

To us, a fair reward is more than a competitive salary. We want to take care of our people professionally and personally as well.

Some of our benefits include:

• 28 days' holiday plus all UK bank and public holidays
• Formalised development plans and yearly promotion opportunities
• Private health care, for you and a contribution from you for your immediate dependents
• Flexible and hybrid working conditions
• Annual subscription fees paid for your membership of two Professional Institutions
• Group personal pension scheme - salary exchange
• Life assurance
• Maternity Leave: 1-20 weeks full pay, 21-26 weeks half pay, 27-39 Statutory (SMP) 40-52 weeks unpaid (eligibility criteria will apply)
• Paternity Leave: 12 weeks full pay (eligibility criteria will apply)

Optional benefits include:

• Cycle-to-work scheme
• Electric vehicle lease
• Corporate gym membership
• Annual Rail card (available for under 30s)

Got more questions?

If you have any unanswered questions about the role or what we have to offer, please reach out to our Talent Acquisition Specialist Abhinav Khanna at [email protected].

Get to know us even better at our website, www.cowi.com, where you can learn more about our projects, our strategy, what we want to achieve and what life is like at COWI.

Equal opportunity employer.

COWI provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to ethnicity, colour, religion, gender, national origin, age or disability. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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