Helpdesk Operator

Mitie Cleaning & Hygiene Services; Lurgan; On-site; GBP 18,000 - 21,000; Full time

Benefits offered by this job

Flexible benefits package

Virtual GP access

Salary Finance options

MiDeals discounts

Cycle-to-work scheme

Job summary

Mitie Cleaning & Hygiene Services is hiring a Helpdesk Operator for an office-based role in Lurgan. The role involves handling customer orders and enquiries, answering calls professionally, and maintaining clear communication via email.

You will load reactive works in C4W and ensure accurate data entry, while coordinating with scheduling teams to meet SLA targets. The position requires at least one year of customer service experience, a 5-year history, and passing PSNI/BS5979 & BS7858 screening.

Qualifications

• Minimum of one year's customer service experience in a customer-facing role.
• You must pass a PSNI check and BS5979/BS7858 screening.
• 5-year checkable history required.

Responsibilities

• Handle and process customer orders, enquiries and communications.
• Answer incoming calls professionally.
• Update customers with professional email etiquette.
• Process and maintain customer records.
• Load reactive works on C4W with correct SLAs.
• Prioritise calls with attention to SLA details.
• Ensure logs in C4W have correct information (PO, reason code, contact details).
• Liaise with scheduling team for P1 & P2 calls and allocate to regional pots.
• Upload updates on portals or via email (job numbers via Maximo or other portals).
• Coordinate with internal departments to resolve issues and assist scheduling teams to meet targets.

Skills

Customer service

Phone handling

Data entry

Tools

Maximo

C4W

Job description

Job Title: Helpdesk Operator

Shift Pattern: Monday - Friday 9AM - 5PM

Hourly Pay Rate: £13.45

Location: Mitie | Mitec, 1st Floor, Unit 9, Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY

This role is an office based role.

Job Description

• Handling and processing of customer orders, enquiries and all communications
• Answering all incoming calls with a professional manner
• Updating all customers with professional email etiquette
• Processing and maintaining customer records
• Loading all reactive works on C4W with correct SLA's
• Prioritising with good attention to detail all call outs received regarding SLA's
• Ensuring all call outs logged have correct information within C4W – ie purchase order, reason code, loaded against correct call type, contact name & number, full descriptions of works required
• Liaising with scheduling team regarding all P1 & P2's received, ensuring all are put into correct Regional unallocated pot
• Uploading updates on web portals or via email – mainly job numbers via email or Maximo or any other portal
• Liaising between internal departments to resolve any customer issues
• Distributing engineers follow-on calls to the correct team – scheduling, procurement or amending system
• Distributing follow-on calls from engineers PDA's to relevant teams/schedulers
• Ensure that all procedures in place within the BMS are followed
• Assist with scheduling team to achieve performance targets and SLA's are met to continue to improve and develop service teams objectives
• Assist with scheduling team updates to customers
• Excellent attention to detail
• Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager
• Carry out any other duties as requested by Management

Essential

• A minimum of one year's customer service experience in a customer-facing role is required.
• Applicants must have a 5-year checkable history.
• You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.

Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months.

We will consider flexible working requests from day one of employment.

Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.

Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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