Switchboard/Helpdesk Coordinator

Mitie Cleaning & Hygiene Services; Carlisle; On-site; GBP 20,000 - 30,000; Full time

Job summary

A leading facilities management company in Carlisle is seeking a dedicated individual for staff management and training tasks. Responsibilities include overseeing switchboard operations and ensuring staff training compliance. Ideal for candidates with call centre experience and strong communication skills. The role offers various lifestyle benefits, including access to a virtual GP and financial wellbeing assistance.

Benefits

Virtual GP access

Financial wellbeing assistance

Flexible lifestyle benefits platform

High street discounts

Qualifications

• Experience in call centre or customer service.
• Strong communication skills are essential.

Responsibilities

• Manage switchboard and helpdesk staff.
• Ensure training and appraisal processes are up to date.
• Produce monthly performance reports.

Skills

Call centre background

Excellent verbal communication

Excellent written communication

Job description

Overview

Better places, thriving communities.

Main Duties

• Switchboard/Helpdesk staff line management.
• Ensure all new starters have received suitable training. Training and records are up to date for all staff members and identify and arrange refresher training for existing staff in line with company and site policies.
• Carry out staff appraisals in line with company policies.
• Ensure day to day staffing needs are met within the department and necessary cover is provided when authorising and monitoring of annual leave requests.
• Collation of the departments\' monthly SPAM data and prepare report for client.
• Produce reports to senior managers monthly on department performance, issues etc.
• Manage bleep issues, changes and report faults on behalf of the client\'s Medical Engineering department.
• Lead point of contact for Mitie site wide communication systems for all FM resources, radios, bleeps and mobiles.
• Action and repair faults on telephone switch and issues with extensions. Action requests for moves and changes to the telephone extensions connected to the switch frame.
• Quote, action and ensure recharge of telephony related minor works requests from the client.
• Keep site telephone directory up to date from information supplied by the client.
• Update automated telephone system directory.
• All department forms are updated following site QMS protocols. All department procedures are reviewed and updated as necessary.
• Assist line manager in actioning requests for changes to the Sateon door control system.
• Action request for CCTV evidence as per site policy.
• Log staff sickness, carry out back to work interviews in line with company policies.
• Workplace Plus time and attendance system daily updates.
• Remain up to date with all company policies.

What we are looking for

• Call centre and or customer service background. Excellent communication skills both verbally and written.

Benefits and additional information

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Ashish Gautam at [e-mail].

Since 1987, Mitie’s 76,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

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