Helpdesk Operator

Sodexo; Eccles; On-site; GBP 15,000 - 21,000; Full time

Benefits offered by this job

Sodexo benefits

Job summary

Sodexo is hiring a Helpdesk Operator to join our Salford team on a 6-month fixed-term contract, working 40 hours per week on site. The role requires clear communication, customer-focused service, and the ability to manage inquiries efficiently while adhering to client service levels.

Salary is £12.71 per hour, with SC clearance eligibility. You will interact with customers and suppliers, maintain records, and participate in ongoing training to enhance processes and performance.

Qualifications

• Experience in a helpdesk or call centre environment.
• KPI-driven performance measurement experience.
• Basic IT knowledge of networks and peripherals.

Responsibilities

• Accurately record caller details, issues and severity levels.
• Respond promptly to calls, emails and messages per SLAs.
• Maintain professional telephone manner and clear communication.
• Escalate issues to Team Leaders when needed.
• Identify opportunities for process improvements.
• Attend training and apply updates to duties.
• Build productive relationships with customers and suppliers.

Skills

Customer service

Call handling

Data entry

Communication

Education

NVQ Level 2/3 in Customer Service or Call Handling

Tools

Microsoft Word

Microsoft Excel

Job description

The following content displays a map of the jobs location - 310 Broadway, Salford, M50 2UE

Location: 310 Broadway, Salford, M50 2UE

Working hours: 6 months FTC (Fixed Term Contract)- 40 hours per week, Monday to Sunday

Salary: £12.71 per hour

We are looking for a proactive and customer‑focused Helpdesk Operator to join our team.This role is ideal for someone who thrives in a fast‑paced environment, communicates clearly, and is committed to delivering excellent service.

SC Clearance Requirement: Candidates must be eligible for Security Check (SC) Clearance. As part of the eligibility criteria, applicants should have resided in the UK continuously for at least the last 5 years. Employment will be subject to successful security vetting

Key Responsibilities

• Accurately record caller details, issues, and severity levels, ensuring Team Leaders are informed of any situations that may elevate.
• Work in line with established processes and procedures.
• Respond promptly and efficiently to incoming calls, emails, and messages in accordance with client service levels.
• Demonstrate strong attention to detail when gathering and inputting information.
• Maintain a clear, professional, and confident telephone manner.
• Deliver a high level of customer and supplier satisfaction, using logic and common sense to resolve queries and escalating issues when required.
• Attend training and coaching sessions and apply any updates to duties, methods, working hours, or procedures.
• Identify potential areas for improvement and report them to the Team Leader.
• Remain flexible and adaptable to change within the role.
• Experience in a helpdesk or call centre environment, with the ability to build productive relationships with customers and suppliers.
• Basic understanding of computer hardware, peripherals, and applications (e.g., networks, shared files/folders, report creation).
• Confident keyboard and data‑entry skills.

Desirable Skills & Qualifications

• Knowledge of computer databases and their applications.
• NVQ Level 2 or 3 in Customer Service or Call Handling (or equivalent).
• Experience working with KPIs and performance metrics in a similar environment.
• Basic proficiency in Microsoft Word and Excel.

Sodexo’s Business Support segment sits at the heart of our organisation, providing the essential services that keep our operations running smoothly and efficiently.As a central function, Business Support brings together a diverse range of specialist teams - including our technology and digital services - to deliver the systems, processes and expertise that enable Sodexo to thrive.

From driving innovation to ensuring seamless administrative, commercial and operational support, the Business Support segment plays a critical role in strengthening performance across all parts of the business.Joining this segment means becoming part of a collaborative, solutions‑focused environment where your work directly contributes to the success of our people, our clients and the communities we serve.

For further details regarding our Sodexo benefits please see attached.

About The Company

At Sodexo, our purpose is to create a better everyday for everyone to build a better life for all.As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On-Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services.

We're all about building a workplace for the future, we believe in equal opportunities, and we celebrate diversity.We’re an inclusive workplace, where everyone is welcome, everyone can be natural, and be the best versions of themselves.We recognise that we’re on a journey with regards to diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds.

We’re a Disability Confident Leader employer.We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the job.