24/7 Service Desk Specialist (4-on/4-off)

The-Keyholding-Company; Harlow; On-site; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Salary sacrifice pension

Employee Assistance Program

Health cash plan

Team social events

Exercise club

Internal training and development

Job summary

Hollybank Trustees Ltd in Harlow is seeking a Service Specialist to join our 24/7 control room team. You will handle enquiries via phone, email and live chat, book services for clients, and ensure bookings are updated in our in-house system.

The role follows a 4 on, 4 off shift pattern with 12-hour day and night shifts. The ideal candidate is enthusiastic, confident, and eager to grow within a expanding team.

Qualifications

• Exceptional customer service/communication skills (written and verbal).
• Ability to multi-task and assist in meeting clients’ needs and deadlines.
• Ability to tailor your manner and approach depending on the audience.
• Friendly, calm under pressure, organised and methodical.

Responsibilities

• Be the first point of contact for emergencies and bookings via phone, email or live chat and maintain a professional rapport with clients.
• Multi-task and prioritise workload as enquiries come through multiple channels.
• Investigate customer concerns and provide comprehensive responses and incident reports.
• Coordinate with other departments to resolve queries quickly for clients and supplier networks.
• Allocate jobs to the network and drive performance through our bespoke platform and app.
• Maintain high accuracy in data input and communication in a fast-paced environment.
• Support the adoption of tech-driven solutions and participate in digital transformation initiatives.

Skills

Customer service

Multi-tasking

Professional communication

Calm under pressure

Job description

Hollybank Trustees Ltd in Harlow is seeking a Service Specialist to join our 24/7 control room team. You will handle enquiries via phone, email and live chat, book services for clients, and ensure bookings are updated in our in-house system.

The role follows a 4 on, 4 off shift pattern with 12-hour day and night shifts. The ideal candidate is enthusiastic, confident, and eager to grow within a expanding team.