Customer Service Help Desk

ISS Facilities Services; Rottingdean; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading facility management company in England is seeking a proactive Customer Service Help Desk professional to join their team. Responsibilities include handling customer queries, logging jobs on the CAFM system, and maintaining compliance with health and safety standards. Ideal candidates will possess strong multitasking abilities, exceptional attention to detail, and proficiency in Microsoft Office and CAFM systems. This is a permanent role with a commitment to diversity and inclusivity.

Qualifications

• Proven experience in customer service and helpdesk operations.
• Ability to log and manage jobs efficiently on CAFM systems.
• Strong communication skills to liaise with stakeholders.

Responsibilities

• Answer incoming calls and emails with prompt service.
• Log jobs on CAFM system and coordinate with engineers.
• Assist in general administrative tasks and maintain logs.

Skills

Attention to detail

Multitasking

Analytical skills

Microsoft programmes proficiency

CAFM systems experience

Tools

CAFM systems

Microsoft Office

Job description

Customer Service Help Desk

Contract: Professional Services, Production & Technology

Location: London, W12 7GF

Hours of work: 40

Contract Type: Permanent

We are seeking a proactive and organised individual to join our Helpdesk team. This role is central to ensuring smooth communication and operational efficiency across the site, supporting both internal teams and external stakeholders.

You will be the first point of contact for customer queries, retail tenants, and the client, providing exceptional service and maintaining high standards of compliance.

Job Description

The successful candidate will play a key role in managing helpdesk operations, logging jobs on the CAFM system, and coordinating with engineers to ensure timely resolution of issues.

You will also assist with general administration duties, maintain health and safety standards, and support the logistics office to meet daily operational requirements.

Key Responsibilities

• Answer incoming calls and emails, ensuring prompt and professional responses.
• Log reactive jobs on Westfield’s FSI Concept CAFM system and assign tasks to the engineering team.
• Manage the Delivery Management System (DMS), including contractor access requests.
• Organise and maintain helpdesk inbox and reports, ensuring accurate documentation.
• Liaise with customers, retailers, suppliers, and couriers to provide information and assistance.
• Support health and safety compliance and emergency response procedures.
• Manage purchase orders, quotes, and documentation on SharePoint and Maximo.
• Assist with WIP updates and produce final completion documentation for the client.

Professional and Personal Competencies/Qualifications

• Excellent attention to detail.
• Strong multitasking skills.
• Confidence in keeping engineers, team members, tenants, and clients updated on progress.
• Strong analytical skills, including interpreting written, numeric, and graphical information.
• Ability to carry out risk assessments.
• Proficiency in Microsoft programmes.
• Experience with CAFM systems.

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace

ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background. We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing [e-mail]