Helpdesk & Customer Service Advisor

Aspire; England; On-site; GBP 22,000 - 26,000; Full time

Job summary

A customer service company in Runcorn is seeking a dedicated Help Desk Advisor to manage work orders and provide outstanding customer service. The position involves handling incoming calls, diagnosing faults, and coordinating with engineers, ensuring timely and accurate job completion. Ideal candidates will have strong communication skills, a professional demeanor, and a customer-focused approach. The role offers competitive salary and career growth opportunities.

Benefits

20 days holiday

Performance-based bonus

Supportive team culture

Career growth opportunities

Qualifications

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

Responsibilities

• Handle incoming customer calls and emails to log and manage work orders.
• Diagnose and allocate faults to the appropriate engineer.
• Meet service level agreements (SLAs) by responding promptly.
• Maintain accurate technical records to support first-time fixes.
• Coordinate with engineers to optimize scheduling.

Skills

Customer service

Communication

Data entry

Administrative skills

Job description

Overview

Help Desk Advisor – Location: Runcorn (Office-based). Job Type: Full-time, Permanent. Salary: £26,000 per annum. Hours: Monday to Friday, 7am–6pm (8-hour shifts on a rota basis). 1 in 5 Saturdays, 8am–12pm.

This role is ideal for someone passionate about delivering outstanding customer service while supporting both internal teams and external clients. You’ll manage work orders, handle service requests, and coordinate with engineers to ensure jobs are completed accurately and efficiently, contributing to seamless operations and excellent customer experiences.

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.

Qualifications

• 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.