Helpline Supervisor

About The Role

Location: Thurnscoe

Hours: Shift-based rota including nights, weekends, bank holidays and standby cover as required

We have an exciting opportunity for a Helpline Supervisor to join our 24/7 customer and employee support operation. Reporting to the Helpline Manager, you will play a key role in ensuring the efficient day‑to‑day running of the Helpline service, leading a team of advisors to deliver a high‑quality, customer‑focused service.

As a hands‑on leader, you will support, coach and develop Helpline Advisors while ensuring service levels, quality standards and operational objectives are consistently achieved. You'll be responsible for handling escalated and complex customer enquiries, managing team performance, and driving continuous improvement across the service. The role supports a critical business function within the Balfour Beatty.

• Leading and supporting a team of Helpline Advisors to deliver outstanding customer service.
• Acting as the first point of contact for escalated and complex customer enquiries.
• Monitoring team performance and ensuring service level agreements (SLAs) are achieved.
• Conducting regular one‑to‑ones, team meetings and performance reviews.
• Carrying out quality checks and providing coaching and feedback to drive continuous improvement.
• Producing accurate and timely management information (MI) reports.
• Managing team rotas, annual leave and absence requests.
• Supporting advisor cover during peak periods and planned or unplanned absences.
• Ensuring procedures and processes remain accurate, compliant and up to date.
• Driving a positive team culture, promoting collaboration, accountability and continuous development.
• Supporting escalation and contingency processes during out-of-hours operations.
• Contributing to new projects and continuous service improvements.
• Maintaining effective shift handovers to ensure seamless service delivery.

• Strong customer service experience within a fast‑paced environment.
• Excellent communication and stakeholder management skills.
• Experience handling complex queries and customer escalations.
• Ability to coach, motivate and develop team members.
• Strong organisational skills with the ability to prioritise workloads and meet deadlines.
• Experience producing and interpreting management information.
• A flexible approach with the ability to work shifts, nights, weekends and standby duties when required.
• Strong problem‑solving skills and the ability to make sound decisions under pressure.
• A commitment to delivering excellent customer experiences.
• Excellent health and safety awareness and commitment to Zero Harm principles.

• Previous supervisory or team leadership experience.
• Experience working within a customer contact centre, helpdesk or helpline environment.
• Customer Service qualification (NVQ or equivalent).

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.

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…

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.

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

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 https://disabil