Customer Services Helpdesk Manager

CO4023 UPP (Reading I) Limited; Reading; On-site; GBP 35,000 - 47,000; Full time

Benefits offered by this job

25 days holiday

Life Insurance

Pension

Training

Two volunteering days

Cycle to work

Store discounts

Retail/gyms discounts

Job summary

UPP (Reading I) Limited is recruiting a Helpdesk Manager to oversee the 24/7 helpdesk at the University of Reading on a 12-month fixed-term contract. The role is based onsite, 37.5 hours per week, 9:00 to 17:30, with occasional shifts 1pm-9:30pm.

You will lead the admin team, manage Planon, ensure SLAs, and deliver a customer-focused service to residents and university partners.

Qualifications

• Previously worked in a managerial/supervisory role preferably within a Facilities Management environment.
• Excellent customer service and organisation skills.
• Good understanding of MS Office especially Excel.
• Attention to detail.
• Strong communication skills.
• Passion to always do a great job.
• Previous experience working with maintenance software is an advantage but not essential.

Responsibilities

• Management, supervision, recruitment, induction, training and appraisals of administration team
• 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

Skills

Customer service

Organisation

Communication skills

Attention to detail

Leadership

Team management

Flexibility

Tools

Planon

MS Office (Excel)

Job description

g reactive and planned maintenance is issued, monitored and recorded in line with the Service Levels agreed with the University.

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.

Responsibilities

• Management, supervision, recruitment, induction, training and appraisals of administration team
• 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

Qualifications

• Previously worked in a managerial/supervisory role preferably within a Facilities Management environment
• Excellent customer service and organisation skills
• Good understanding of MS office especially Excel
• Attention to detail
• Strong communication skills
• Passion to always do a great job
• Previous experience working with maintenance software is an advantage but not essential

You will also be flexible to work (with notice) additional hours when needed, especially during the main student arrival and departure weekends.

Benefits

• 25 days holiday plus bank holidays
• Life insurance
• Pension
• Training
• Two paid volunteering days each year
• Cycle to work scheme
• Store discounts
• 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.

Who are UPP? We are proud to be the UK’s leading provider of on-campus residential and academic accommodation, with over 35,000 beds where more than 500,000 students from around the world have called home over the years. We provide a complete solution of Design, Build, Fund, and Operate (DBFO) student accommodation and campus facilities exclusively to the higher education sector. This means we not only design and create cutting edge sustainable buildings, but we also help finance them and successfully manage the onsite operations long-term. However, we’re more than just accommodation, we create spaces where students can thrive, connect, and make the most of their university experience. Our mission is to support every student's journey by offering a safe, inclusive and inspiring environment to live and learn.

What’s in it for you? At UPP, we believe your career should be as rewarding as the impact you make.

What you can expect when you join us

• Diversity, Inclusion & Belonging: An inclusive culture where everyone feels respected, heard, and empowered.
• Career Growth: Learn, lead, and progress with tailored training and leadership programmes.
• Rewards & Benefits: Competitive package and range of benefits designed for you.
• Health and Wellbeing: From mental health resources to wellness programmes, and everyday support.
• Purpose & Impact: Every role shapes the student experience.

To learn more about what we offer, check out our Working Environment, Benefits and Career Development tabs on our Careers Hub.