Helpdesk & Customer Service Advisor

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

Job summary

A recruitment agency is seeking a Help Desk Advisor for its Runcorn office. The role involves managing work orders, handling customer service requests, and coordinating with engineers for effective job completion. Candidates should have strong communication skills and a focus on customer service. This full-time position offers a salary of £26,000 per annum along with opportunities for career growth and a supportive team culture.

Benefits

20 days holiday

Team performance-based bonus

Career growth opportunities

Qualifications

• Strong customer service and communication skills are essential.
• Proficiency in data entry, phone etiquette, and IT systems is required.
• Empathy and professionalism are a must for customer support.

Responsibilities

• Handle incoming customer calls and emails to log and manage work orders.
• Diagnose and allocate faults to the appropriate engineer or contract manager.
• Maintain accurate technical records for effective resolution of issues.

Skills

Customer service skills

Communication skills

Data entry proficiency

Time management

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.

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.

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.