Helpdesk Operator

Mitie; Wales; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading service provider in the UK is seeking a Helpdesk Operator to maintain customer relationships and manage service communications. The ideal candidate will have a minimum of one year’s customer service experience, excellent communication skills, and be familiar with Microsoft applications. This role offers a 40-hour work week from Monday to Friday at £12.60 per hour.

Qualifications

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

Responsibilities

• Build and maintain effective professional customer relationships.
• Answer all incoming calls professionally.
• Manage customer service delivery and communications.
• Update relevant customer records on system database.
• Handle customer inquiries and all communications.

Skills

Excellent customer relationship skills

Advanced communication and organisational abilities

Familiar with Microsoft applications

Commercially astute

Job description

Overview

Job Title: Helpdesk Operator

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

Hours: Monday to Friday 9am - 5pm, 40 hours per week

Salary: £12.60 p/h

Responsibilities

• Build and maintain effective professional customer relationships and communications
• Answering all incoming calls with a professional manner
• Help manage customer service delivery and communications as part of the service department
• Communication and liaison with the service team, engineering team, projects team, subcontractors and equipment suppliers
• Updating relevant customer records on system database
• All admin duties completed within timely manner
• Handling customer enquiries and all communications
• Updating all customers with professional email etiquette
• Processing and maintaining customer records
• Prioritising with good attention to detail all call outs received regarding SLA's
• Uploading updates on web portals or via email - mainly job numbers via email or Maximo or any other portal
• Liaising with the client with any issues and problems to come to a solution
• Ensure that all procedures in place and adhered to
• Develop service teams objectives
• 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

Person Specification & Essential

• Excellent customer relationship skills with professional telephone manner
• Team player who is capable of working autonomously in supporting service team and customer queries
• Advanced communication and organisational abilities
• Familiar with Microsoft applications, preferably advanced
• Commercially astute, used to a contract operating environment with SLA's and KPI's
• Enthusiasm in a growing and customer focused environment
• A minimum of one year's customer service experience in a customer-facing role
• 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

Notes

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.