Helpdesk & Customer Service Advisor

Aspire Recruitment; City Of London; On-site; GBP 25,000; Full time

Job summary

A recruitment agency is seeking a Help Desk Advisor for its client’s office in Runcorn. The role involves managing work orders and delivering outstanding customer service. Ideal candidates will possess strong communication skills and a customer-focused approach. This position offers a full-time, permanent contract with a competitive salary and opportunities for career growth.

Benefits

20 days holiday

Team performance-based bonus

Supportive team culture

Career growth opportunities

Qualifications

• Previous helpdesk/customer service experience is preferred.
• Empathetic, professional, and customer-focused approach required.

Responsibilities

• Handle incoming customer calls and emails to log and manage work orders.
• Diagnose and allocate faults to the appropriate engineer or contractor.
• Provide regular updates to customers and document all communications.
• Close jobs accurately for invoicing and raise new work orders as required.

Skills

Strong customer service and communication skills

Proficient in data entry and administration

Excellent time management

Job description

Overview

Help Desk Advisor
Location: Runcorn (Office-based)
Job Type: Full-time, Permanent
Salary: £25,000 per annum

Hours: Monday to Friday, 7am–6pm (8-hour shifts on a rota basis).
1 in 5 Saturdays, 8am–12pm.

About the Role

An exciting opportunity has arisen for a Help Desk Advisor to join our client’s head office in Runcorn. This role is ideal for someone passionate about delivering outstanding customer service while supporting both internal teams and external clients.

You’ll be responsible for managing work orders, handling service requests, and coordinating with engineers to ensure jobs are completed accurately and efficiently. This is a key role in ensuring seamless operations and excellent customer experiences.

Key Responsibilities

• Handle incoming customer calls and emails to log and manage work orders.
• Diagnose and allocate faults to the appropriate engineer or contract manager.
• Meet service level agreements (SLAs) by responding promptly to reactive jobs.
• Maintain accurate technical records to support first-time fixes.
• Provide regular updates to customers and document all communications.
• Coordinate with engineers to optimize scheduling and job completion.
• Close jobs accurately for invoicing and raise new work orders as required.
• Work collaboratively with cross-functional teams to provide technical support.
• Log compliments, complaints, and concerns for timely resolution.
• Adhere to rota shift patterns (7am–6pm, core hours 8:30am–5pm) with occasional Saturdays.

Experience

• Strong customer service and communication skills.
• Proficient in data entry, phone etiquette, administration, and IT systems.
• Empathetic, professional, and customer-focused.
• Excellent time management and punctuality.

Desirable Experience

• Previous helpdesk/customer service experience.
• Complaints handling and scheduling.
• Background in electrical or plumbing businesses.

Benefits

• 20 days holiday (with holiday purchase options available).
• Team performance-based bonus.
• Supportive and friendly team culture.
• Great opportunity for career growth within a thriving business.

If you’re ready to join a dynamic team and make a real impact, apply today!

This vacancy is being handled by Aspire Recruitment. Please be aware we receive a high volume of applications and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview. Should you apply for this role, we will process your data as detailed in our Privacy Policy and by applying for this opportunity I agree that Aspire Recruitment will keep me informed about potential employment opportunities regularly and that I can choose to opt out of receiving information at any time.