Job Description:

Property Helpdesk Team Leader
Location: Bupa Place, Salford
Salary: Up to £38,000 + Bupa benefits
Hours: 37.5 per week | Monday-Friday | Core hours between 8am-6pm
Hybrid Working: Office-based initially, with flexibility for 1 day a week working from home after probation

About the Role
We're building a brand-new Property Helpdesk at Bupa and we're looking for a Team Leader to take the reins. This is a key role where you'll lead a team of Helpdesk Advisors, ensuring smooth day-to-day operations and excellent service delivery across our UK estate, including care homes, dental practices, clinics, and corporate offices.

You'll be responsible for managing performance, embedding best practices, and driving continuous improvement. From overseeing escalations and system governance to coaching your team and collaborating with stakeholders, you'll be central to shaping how the Helpdesk runs.

What You'll Be Doing

• Leading the Helpdesk team to deliver high-quality support across phone, email, and portal channels
• Managing workload, service levels, and escalations especially critical (P1) incidents
• Overseeing the Computer-Aided Facility Management system (Job Logic), ensuring data accuracy and performance tracking
• Producing service and financial reports for stakeholders
• Supporting contractor performance, compliance, and cost control
• Coaching and mentoring the team, setting clear standards and KPIs
• Reviewing and improving processes to enhance efficiency and customer experience
• Acting as the key point of contact for complex queries and stakeholder engagement

What We're Looking For

• Proven leadership experience ideally in facilities, property services, or service desk environments
• Strong knowledge of CAFM systems (ideally Job Logic) and Microsoft Office
• Excellent organisational and communication skills
• A customer-focused mindset with solid problem-solving abilities
• Experience managing escalations and service performance
• A collaborative, adaptable approach with a focus on continuous improvement

Benefits
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• Flexible Holidays scheme: 25 days holiday, increasing through length of service, with the option to buy or sell.
• Environmental - Payroll giving scheme.
• Financial - Wagestream, Discounts platform
• Mental and Physical - Family mental health line.
• Social: Volunteering day and Be You at Bupa Network

Why Bupa?
We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you require information regarding this role in an alternative format, please email: careers@bupa.com

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