Helpdesk Operator

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

Annual salary: up to £28,186.33

Help Desk Operator

Location: Rainham - London

Salary: £28,186.33

Contract: Permanent, Full-time

Hours: Monday - Friday, 42.5 hours per week, 8:00am-5:00pm

About the role

The Help Desk Operator will provide essential helpdesk and administrative support across multiple contracts, acting as a key point of contact between clients, internal teams, subcontractors, and suppliers. This role is central to ensuring smooth communication, accurate task management, and timely reporting in line with contractual obligations and service level agreements (SLAs). The successful candidate will help drive operational efficiency, support compliance, and contribute to the overall performance of the team through proactive coordination and attention to detail.

Role criteria

• Provide responsive helpdesk and administrative support across different contracts, ensuring tasks are logged and tracked accurately
• Communicate effectively with clients, stakeholders, subcontractors, and suppliers to maintain strong working relationships and resolve queries promptly
• 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 and decision-making
• Support managers and team members with contract administration and general coordination
• Administer third-party and supplier contract periods, ensuring timely alerts for reviews and renewals
• Maintain accurate records using internal IT systems and ensure data integrity across platforms
• Adapt to the needs of different contracts, prioritising tasks and managing workload effectively
• Contribute to a positive team culture by being proactive, reliable, and solution-focused
• Demonstrate an understanding of reactive maintenance and service level agreements
• Provide excellent customer service and problem-solving skills
• Work effectively as a team and independently
• Demonstrate a professional telephone manner

Desirable

• Experience in a call centre environment/and or a background in repairs
• A full UK driving license

Benefits we can offer you

• 25 days annual leave plus bank holiday
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more.
• Family friendly policies

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.