Estates Helpdesk Operative

Mitie Group plc.; Holly Hall; On-site; GBP 23,000 - 30,000; Full time

Job summary

A facilities management company in the United Kingdom is looking for a dedicated individual to manage and coordinate Estates jobs. The role involves high levels of customer service, effective communication, and problem-solving skills to ensure all service requests are met promptly. Candidates should be experienced in helpdesk environments and possess strong computer skills, particularly in relevant software applications.

Qualifications

• Strong communication skills required for effective customer interactions.
• Experience in a helpdesk environment is preferred.
• Ability to work under pressure and handle challenges positively.

Responsibilities

• Receive and log Estates jobs via various channels.
• Monitor and assign tasks to engineers efficiently.
• Ensure all jobs meet response time requirements.

Skills

Customer service

Communication skills

Problem-solving

Flexibility

Teamwork

Education

Experience in customer service helpdesk

Knowledge of FM software

Tools

MS Office

CAFM system (Concept)

Job description

Role Objectives

• Working as part of a team you will be a central point of contact for Estates in receiving, allocating and completing both Planned and Reactive jobs, ensuring SLA & KPI are met. Your role will be to take full ownership of each request and know how to come up with the best solution in a fast‑paced environment. Your excellent communication skills and service delivery will demonstrate a high level of accuracy and customer focus, and you will have the opportunity to showcase these skills through a range of access channels.
• Working in a challenging environment, with direct support from the Estates Management team, you will have autonomy and responsibility to provide a first‑contact solution that meets our client’s needs.
• The successful candidate will be customer focused, flexible, adaptable, and recognise the importance of innovation and continuous improvement.

Responsibilities

• To receive Estates jobs via telephone, email, portal, etc. and log the requirements on the CAFM system (Concept).
• To assign and re‑assign planned and reactive works to the appropriate resource, paying attention to location, expertise and response targets.
• To accurately record all necessary information, resolve reported service requests, incidents and complaints, and classify them to enable trend analysis.
• To monitor action and, when appropriate, escalate incidents to achieve agreed Service Levels while keeping customers informed of status and resolution progress.
• To develop and maintain a good understanding of the core CAFM application, FM services provided to customers, and all relevant processes and procedures.
• To ensure engineers’ days are optimised to drive maximum productivity for the team.
• To monitor engineer activity, respond to issues as required, and ensure non‑productive time is accounted for on the CAFM system.
• To follow up and reallocate jobs that are marked incomplete by engineers.
• To arrange third‑party attendance where required, raise appropriate purchase orders and work requests, and obtain required completion information.
• To ensure all jobs are completed within the required response times.
• To deal with communications in a professional and prompt manner.
• To promptly escal a issues with specific jobs, clients, or engineers.
• To maintain full audit trails where required.
• To report any apparent deficiencies in systems of work or equipment that may result in a failure of service delivery, or pose a risk to health, safety or the environment.
• To report any issues or training needs to your Line Manager.

Person Specification

• Ensure that communication (spoken and written) is accurate and informative.
• Ensure that implications of any recommendations are clearly communicated and understood.
• Understand the customer’s underlying issues and take positive action to resolve them.
• Use knowledge and experience to take actions beyond normal expectation when required.
• Effectively communicate to strengthen Mitie’s relationship with the customer and stakeholders.
• Keep other team members informed and share knowledge and expertise.
• Display a positive attitude to challenges that the team faces.
• Actively offer support to team members.
• Identify ways to improve the team.
• Respond positively to and act on customer feedback.
• Share experience and seek advice from the team about customer issues.
• Experience within a customer service helpdesk environment preferred, including working to targets.
• Be computer‑literate, particularly in MS Office and/or service‑request software.
• Have knowledge of FM and associated software packages – an advantage.
• Have strong communication skills.
• Be able to listen attentively, identify important information and capture that data accurately.
• Demonstrate problem‑solving and flexibility.
• Contribute to building an effective and cohesive team by taking ownership of your performance, maintaining a positive attitude, meeting attendance requirements, and being flexible to meet business needs.
• Remain calm under pressure, command respect, and confidently communicate at all levels.
• Continuously pursue high standards, embrace change, recognise improvement opportunities, and learn from experience.