Helpdesk Operator

SODEXO LTD; Manchester; On-site; GBP 18,000 - 24,000; Full time

Job summary

Sodexo Ltd in Salford is seeking a proactive Helpdesk Operator to join our team on-site. You will respond to calls, emails and messages, record details, and resolve queries within service levels, maintaining a professional telephone manner.

The role requires DBS/ BPSS and SC Clearance, with five years UK residency for SC. Training and ongoing development are provided in a dynamic, customer-focused environment.

Qualifications

• Basic customer service and communication skills are required.
• Ability to enter data accurately and maintain records.
• Comfort with basic computer hardware concepts and networks.
• Proficiency with Word and Excel is preferred.

Responsibilities

• Accurately record caller details, issues and severity levels.
• Respond to calls, emails and messages within service levels.
• Maintain a professional telephone manner with customers and suppliers.
• Escalate issues when needed and apply process updates.
• Attend training sessions and implement new procedures.
• Assist with continuous service improvement opportunities.
• Identify and report areas for improvement to the Team Leader.
• Remain flexible and adaptable to changing duties.

Skills

Relationship building

Basic hardware knowledge

Data entry

MS Word & Excel

Tools

Microsoft Word

Microsoft Excel

Job description

About the role

Helpdesk Operators

Location:310 Broadway, Salford, M50 2UE

We are looking for a proactive and customer-focusedHelpdesk Operatorsto join our team. This is an excellent opportunity for someone who thrives in a fast-paced environment, enjoys helping others, and takes pride in delivering a high standard of service.

As a key point of contact for customers and suppliers, you will be responsible for responding to calls, emails and messages within agreed service levels, accurately recording information, and ensuring queries are resolved efficiently. The role requires excellent attention to detail, strong communication skills, and a professional and confident telephone manner. You will work closely with colleagues and suppliers to provide outstanding support, escalating issues where appropriate and contributing to continuous service improvement. We are looking for someone who is adaptable, eager to learn, and committed to delivering a positive customer experience in a dynamic and evolving environment.

DBS, BPSS and SC Clearance Requirement: Candidates must be able to successfully pass DBS, BPSS and Security Check (SC) Clearance. To be eligible for SC Clearance, applicants must have resided continuously in the UK for at least the past five years. Any offer of employment will be subject to satisfactory completion of all required security vetting and clearance checks.

Key Responsibilities

• Accurately record caller details, issues, and severity levels, ensuring Team Leaders are informed of any situations that may escape.
• 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.

Essential Skills & Experience

• 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.
• 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.