Help Desk Operator: SLA & Client Support Pro

Mears Group PLC; Greater London; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

25 days annual leave plus bank holiday

Annual Mears Fun Day

Volunteering Leave

Staff perks with Mears Rewards

Family friendly policies

Job summary

Mears Group PLC is seeking a Help Desk Operator in London (Rainham area) for full-time, permanent work. The role focuses on helpdesk support, contract administration, client liaison, and KPI reporting to drive service performance.

You will log and track tasks, coordinate with clients and suppliers, and ensure SLA adherence while handling invoicing and reporting duties. A UK driving license is desirable and the company emphasizes a supportive team culture.

Qualifications

• Provide responsive helpdesk and administrative support across different contracts.
• Communicate effectively with clients, stakeholders, subcontractors, and suppliers.
• Monitor and manage SLAs to minimise penalty deductions and ensure contractual compliance.
• Raise and issue client invoices in line with contract terms and timelines.
• Compile and present periodic reports and KPI data to support performance tracking.
• Support managers and team members with contract administration and coordination.
• Administer third-party and supplier contract periods, ensuring timely reviews and renewals.
• Maintain accurate records using internal IT systems and ensure data integrity.
• Adapt to the needs of different contracts and manage workload effectively.
• Contribute to a positive team culture with proactive, reliable, solution-focused approaches.
• Demonstrate understanding of reactive maintenance and SLAs.
• Provide excellent customer service and problem-solving skills.
• Work effectively as a team and independently.

Responsibilities

• Provide helpful helpdesk and admin support across contracts.
• Communicate with clients, stakeholders, subcontractors and suppliers.
• Monitor SLAs to ensure contractual compliance.
• Raise client invoices and manage timelines.
• Prepare periodic KPI reports for performance decisions.

Skills

Customer service

Communication

SLA management

Invoicing

Job description

Mears Group PLC is seeking a Help Desk Operator in London (Rainham area) for full-time, permanent work. The role focuses on helpdesk support, contract administration, client liaison, and KPI reporting to drive service performance.

You will log and track tasks, coordinate with clients and suppliers, and ensure SLA adherence while handling invoicing and reporting duties. A UK driving license is desirable and the company emphasizes a supportive team culture.