This is a truly fantastic and unique opportunity to join a commercially focused Not For Profit organisation who are looking for a ‘hands on’ person with exceptional organisation and communication skills to join them as they embark on an exciting period of growth.

This single industry-led body will oversee the entire roll out of this government lead scheme across the UK and give the opportunity to the right person to be apart of this journey from the very beginning.

Based in new offices in Milton Keynes the right person will have a background in setting up office functions, procedures, policies from scratch and be adaptable to an ever changing landscape in the next 2 years.

The role is an exciting project to build and run a customer support function for consumers, retailers, and producers and other stakeholders. Starting in a hands-on, start-up environment, you’ll be responsible for setting up all helpdesk operations – from designing workflows and choosing tools to building a team

The right person will have proven experience in setting up or leading a helpdesk or customer service function. preferably in a start-up, transformation, or project-based context

• Design and implement the helpdesk structure, workflows, KPIs, and reporting.
• Select and deploy appropriate customer service and ticketing software.
• Continuous development and maintenance of FAQs, scripts, and knowledge base content. Operational Management
• Act as first contact to answer and streamline answering to questions received, in anticipation of the presence of a help desk team.
• Provide direct customer support during the early phases as needed.
• Help recruit a team
• Manage team scheduling, performance monitoring and continuous improvement. Stakeholder Coordination
• Collaborate with internal teams to ensure responses are accurate and up to date.
• Serve as the feedback channel to the wider organisation, identifying common themes, issues, or concerns.