Helpdesk/Switchboard Operative

Mitie Group plc.; Holly Hall; On-site; GBP 10,000 - 40,000; Part time

Job summary

A leading facilities management company is seeking a Helpdesk / Switchboard Operative to provide efficient customer service at Russells Hall Hospital. Responsibilities include managing calls and emails, maintaining performance against SLAs, and ensuring confidentiality. The ideal candidate has strong communication skills and customer service experience, and will work part time across various shifts.

Qualifications

• Customer service experience with ability to manage phone and email requests.
• Excellent written and verbal communication and negotiation skills.
• Good planning and organisational skills; ability to work under pressure and meet deadlines.

Responsibilities

• Act as the first line of contact for the team; answer all calls and e-mails efficiently.
• Ensure timely input and output of all help desk data and monitor performance against SLAs.
• Deliver high levels of customer service and maintain confidentiality.

Skills

Customer service experience

Excellent written and verbal communication

Good planning and organizational skills

Ability to work under pressure

Teamwork

Tools

Microsoft Office

Job description

Overview

Job Title: Helpdesk / Switchboard Operative
Rate of Pay: £12.21 per hour
Contract: Permanent
Type of Employment: Part Time
Shift Pattern: Days, evenings, weekends
Location: Russells Hall Hospital, Pensnett Road, Dudley, West Midlands, England, DY1 2HQ

Responsibilities

• Act as the first line of contact for the Mitie team; answer all calls and e-mails to the helpdesk efficiently, meeting the needs of customers and making full use of available information and equipment.
• Ensure timely input and output of all help desk data and live monitoring of performance against SLAs; work under pressure to meet challenging deadlines while effectively managing workloads.
• Manage the flow of requests received to ensure a continuous and efficient service; log information onto a database and support employees as required.
• Deliver high levels of customer service; remain professional at all times and ensure Mitie’s policies, processes and procedures are followed.
• Demonstrate strong literacy and numeracy, be confident with Microsoft Office, and maintain confidentiality across the site while respecting the needs of all stakeholders.

Qualifications & Skills

• Customer service experience with ability to manage phone and email requests.
• Excellent written and verbal communication and negotiation skills.
• Good planning and organisational skills; ability to work under pressure and meet deadlines.
• Ability to work as part of a team and maintain confidentiality across the site.