Service Desk Operator

Sodexo; Eccles; On-site; GBP 20,000 - 26,000; Full time

Job summary

Sodexo is seeking a proactive Service Desk Operator based at 310 Broadway, Salford. You will respond to calls, emails and messages, record details accurately and ensure queries are resolved promptly to maintain high levels of service.

The role requires excellent communication, attention to detail and a professional telephone manner. DBS, BPSS and SC clearance are mandatory, with UK residency requirements for SC clearance. Training and ongoing development are provided within a dynamic team.

Qualifications

• Respond to calls, emails and messages within service levels.
• Record caller details accurately and escalate where needed.
• Maintain a professional and confident telephone manner.
• Adaptable and eager to learn in a dynamic environment.

Responsibilities

• Accurately record caller details, issues, and severity levels, informing Team Leaders when appropriate.
• Respond promptly to incoming calls, emails, and messages in line with client service levels.
• Demonstrate attention to detail when gathering and inputting information.
• Deliver a high level of customer and supplier satisfaction and escalate issues when required.

Skills

Customer relationship building

Data entry

Keyboard proficiency

Microsoft Word Basics

Job description

Service Desk Operator

Location: 310 Broadway, Salford, M50 2UE

We are looking for a proactive and customer-focused Service Desk Operator to 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
• 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.