Helpdesk Operator

Sodexo; Swindon; On-site; GBP 22,000 - 27,000; Full time

Job summary

A leading facilities management company in Swindon is seeking a customer service representative to handle incoming queries, log service requests, and monitor systems during various shifts. Candidates must have excellent customer service skills, a calm telephone manner, and be adaptable to fast-paced environments. This role offers competitive compensation and extensive employee benefits.

Benefits

Mental health & wellbeing support

Employee Assistance Programme

Paid volunteering day

Qualifications

• 5+ years of UK residency required.
• Experience in helpdesk or high-volume customer service.
• Flexibility in working hours including shifts.

Responsibilities

• Respond to incoming queries efficiently.
• Log all calls accurately in the CAFM system.
• Monitor the Building Management System during out-of-hours.

Skills

Excellent customer service skills

Attention to detail

Ability to work under pressure

Strong understanding of Microsoft Office

Job description

Overview

• 40 hours per week
• You will be required to complete MET Police clearances
• Must have 5 years UK residency
• Flexibility is needed for this role (possible rotational shift or fixed hours depending on business needs)
• £26,988 per annum (bonus £1000 on segment targets)
• Sodexo rewards and benefits

What you'll do

• Respond quickly and efficiently to incoming telephone, email, and system queries in line with service level agreements (SLAs).
• Accurately log all calls, including caller details, problem severity, and required actions in the CAFM (Computer Aided Facilities Management) system.
• Monitor the Building Management System (BMS) during out-of-hours shifts (evenings, nights, weekends, public holidays) and escalate critical faults appropriately.
• Prioritise and escalate service requests as needed, using logic and sound judgment to determine urgency.
• Support contract and service delivery teams by helping minimise service level impacts and fulfilling contractual obligations.
• Collaborate closely with team members in a respectful and solution‑oriented manner.
• Work in accordance with processes, procedures, and strict information security standards.
• Contribute to a continuous improvement culture by identifying and suggesting areas for development.
• Actively participate in training, coaching, and your professional community of practice within PPS (Professional Property Services).

What you bring

• Excellent customer service skills with a calm, professional, and reassuring telephone manner.
• Proven experience in a helpdesk, call centre, or high-volume customer service environment.
• Ability to quickly learn and adapt to new systems, processes, and technologies.
• Strong attention to detail and accuracy in logging and tracking service requests.
• Ability to work under pressure and adapt to fast-moving, high-demand situations.
• Proven ability to develop and maintain productive working relationships with key customers and suppliers.
• Strong understanding and confident use of Microsoft Office tools, particularly Excel, Outlook, and Microsoft Teams.
• Willingness to work shifts, including nights, weekends, and public holidays.
• A mindset aligned with the client's core values: professionalism, integrity, courage, and compassion.

What we offer

Working with Sodexo is more than a job; it's a chance to be part of something greater. You'll belong in a company and team that values you for you; you'll act with purpose and have an impact through your everyday actions; and you'll be able to thrive in your own way. In addition, we offer:

• Mental health & wellbeing support
• Employee Assistance Programme for personal, legal, and financial advice
• 24/7 virtual GP & lifestyle rewards
• Discounts for you & family
• Financial tools & retirement plan
• Cycle to Work & Paid volunteering day

Ready to be part of something greater? Apply today!