Client Response Team Operator

Linaker; Warrington; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Employee pension scheme

Overtime Opportunities

33 Days’ annual leave inclusive of the

8 statutory bank holidays

Buy & Sell holidays

Salary sacrifice schemes

Employee Assistance Programme (EAP)

One paid day per year for volunteering

Recognition programmes

Death In Service

Annual Linaker conference

Job summary

Linaker Limited is seeking a Client Response Team (CRT) Operator to be the primary contact for maintenance requests and client service queries, coordinating jobs with internal teams and contractors across the UK.

You will handle reactive and proactive repair needs, log issues accurately, manage urgent works, and ensure progress is tracked with precise records. The role emphasizes meeting SLAs and building strong client relationships.

Qualifications

• Good basic written and numerical skills; comfortable with Microsoft Office.
• Exceptional customer interaction skills; confident communicator.
• Experience in a fast-paced helpdesk is preferred.
• Knowledge of SLAs, KPIs, compliance, and quote turnaround is a bonus.

Responsibilities

• Serve as the primary contact for helpdesk enquiries by phone and email.
• Accurately log maintenance issues and requests in the job logic system.
• Manage urgent works (P1s) from initial contact to resolution.
• Track job progress and update notes for clients, engineers, and stakeholders.
• Meet or exceed SLAs and KPIs.
• Add information and mitigation for jobs not completed within client SLAs for review and improvement.
• Review completed documentation to confirm scope and raise related jobs or quotes if needed.
• Liaise with subcontractors and suppliers for updates, quotes, and reports.
• Help produce internal and client reports and data.
• Escalate unresolved or urgent issues to the champion or management team.
• Prioritise and allocate jobs to engineers or subcontractors based on urgency, skillset, and location.
• Build strong relationships internally and externally.
• Maintain the company’s reputation and carry out duties to meet obligations.
• Work with teams to improve client experience and reduce escalations.

Skills

Customer service

Communication skills

Helpdesk experience

Deadline-driven

Numerical skills

Tools

Microsoft Office

Job description

About The Role

You will be the primary contact for all maintenance requests and client service queries, coordinating jobs and working with internal teams and contractors to ensure efficient progress and accurate logging.

As a Client Response Team (CRT) Operator, you will handle both reactive and proactive repair needs for a wide range of clients across the UK.

What You Will Be Responsible For

• Serve as the primary contact for helpdesk enquiries by phone and email.
• Accurately log maintenance issues and requests in the job logic system.
• Manage urgent works P1s from initial contact to resolve.
• Track job progress and update notes for clients, engineers, and stakeholders, ensuring precise records on the system.
• Meet or exceed SLAs and KPIs.
• Add information and mitigation for jobs not completed within client SLAs for review and improvement.
• Review completed documentation to confirm scope and raise related jobs or quotes if needed.
• Liaise with subcontractors and suppliers for updates, quotes, and reports.
• Help produce internal and client reports and data.
• Escalate unresolved or urgent issues to the champion or management team.
• When required, prioritise and allocate jobs to the appropriate engineers or subcontractors based on urgency, skillset, and location.
• Build strong relationships internally and externally.
• Maintain the company’s reputation and carry out additional duties to meet moral and legal obligations.
• Work collaboratively with teams to improve client experience and decrease escalations.

What We Are Looking For

• Good basic written and numerical skills and comfortable working with Microsoft office.
• Exceptional customer interaction skills, quick thinking and an enthusiastic person who is a confident communicator.
• Ideally experience of working in a fast-paced helpdesk.
• A bonus would be if you have experience working for a service provider with an understanding of SLA’s, KPI’s, compliance, quote turnaround etc. (not a dealbreaker if you don’t).
• Previous experience of working to deadlines and multitask.
• A background / understanding of general engineering practices (a nice to have but not essential).
• A natural problem solver, who thrives under pressure. Can stay cool and calm in the face of adversity and can demonstrate empathy when overcoming challenges.
• Strong relationship management skills – internal and external.

EQUAL OPPORTUNITIES

Linaker Limited is an equal opportunities employer committed to diversity and inclusion. We welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.

THE PACKAGE

• 35 Hours per week on a rotational shift pattern (Monday - Friday between 7:00am - 19:00pm) with occasional weekend work (1 in every 6 weekends Saturday & Sunday)
• Permanent Contract
• Employee pension scheme
• Overtime Opportunities
• 33 Days’ annual leave inclusive of the 8 statutory bank holidays
• Buy & Sell holidays
• Salary sacrifice schemes (Give as you earn, cycle to work and car salary sacrifice)
• Employee Assistance Programme (EAP)
• One paid day per year for volunteering, giving back to causes that matter to you
• Recognition programmes that celebrate your contributions and impact
• Death In Service following a qualifying period
• Annual Linaker conference – to celebrate our achievements