Helpline Supervisor

About the role

Amazing infrastructure isn’t the only thing that gets built here. Incredible careers do too. Join our Asset & Technology Solutions team as a Helpline Supervisor in Thurnscoe and you can build something to be proud of.

Role Purpose:

To ensure the efficient daily running of the BB Helpline and the advisors inline with the company vision and values;
This role will be responsible for the Helpline advisors and the Helpline service offering.

What you'll be doing

As a Helpline Supervisor you will:

Responsible to the Helpline Manager for the provision of administrative support and future Helpline projects
Prompt and accurate recording, ensuring that circulation SLA’s are met
Manages own workload and operates effectively and energetically as part of the wider team
Covering the BB Helpline advisors during peak periods and absences
Take personal ownership of queries and follows through to completion, including ensuring that the customer is satisfied with the outcome
Coordinate high level customer contacts and first point of contact for escalated and complex customer calls
To carry out additional/new duties to meet the needs of the business
To demonstrate a flexible approach and be adaptable to business needs
To conduct regular team meetings, individual 1-2-1 and PDR’s with Helpline advisors
To monitor and feedback the quality of information being produced by the team and to implement the necessary measures for improvement
Quality Checks to be carried out of the BB Helpline advisors to ensure consistency across the team.

Who we're looking for

Personal Qualities and Experience:

The following qualities/experience are essential:

Core:

Able to clearly communicate the requirements of a safe system of work to ensure that these are followed accurately
Capable of taking ownership of tasks and communicating outcomes
Strong work ethic with flexibility to work unsociable hours/nights and adapt to business needs
Act responsible and respectfully
To be flexible and willing to occasionally take part in activities outside of your normal working hours. E.g. training, meetings
Develop and maintain relationships with Clients and Stakeholders
Good communication skills with the ability to think and act decisively.

Health Safety & Environmental:

Excellent Health & Safety awareness and the ability to drive
Understanding the principles of Zero Harm and the passion and determination to ensure the highest standards are achieved.

The following qualities/experience are desirable:

Supervisor experience
A relevant customer service qualification e.g. ICS Award , NVQ or similar
Experience with working in a customer contact centre environment.

Why work for us

Day in, day out, our teams deliver some of the UK’s 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 wasn’t rewarding enough, we offer a full range of benefits too. You’ll have the freedom to shape the package that’s 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…

About us

Asset & Technology Solutions provides innovative, safe and sustainable solutions to the Balfour Beatty projects across the UK. Our wide range of equipment and services includes HGV’s, tower and crawler cranes, piling equipment, CCTV and security services, survey services and drones, suction excavators, sweepers, modular accommodation and much more.

Diversity and inclusion

At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit 

We are a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists.

As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. For more info, visit: 

We are looking to continually improve our resourcing process and ensure that it is fair and inclusive for all. If you have any feedback on the process, please share this with us at