Working as part of a team on a Facilities Helpdesk, the team is the central point of contact for customers and operational colleagues in the raising, allocation and completion of jobs. You’re role will be to take full ownership of each customer request and know how to come up with the best solution in double quick time. You must understand excellent service delivery and the importance of accuracy and customer focus.
Shifts will be on a rolling week rota, and will vary in start times between 7am and 7pm with flexibility to work weekends.
The role is based in our new offices near Birmingham International airport and a 5 minute walk from the train station.
Deliver excellent customer service and care to the client teams across the UK.
Maintain high level of customer service while dealing with Helpdesk calls and emails.
Ensure that all customer contacts are dealt with in a professional and confident manner, in line with agreed processes, taking ownership to ensure effective resolution.
Following procedures to identify the best course of action for the customer and company.
Respond to customer requests within specific timescales in order to meet KPIs and SLAs.
Deal with telephone queries promptly and in a professional manner.
Advise team leader of any issues with specific jobs, clients or engineers.
Accurately record all actions taken on the required systems to ensure a full audit trail.
Monitor job completion, chase resolution to ensure service levels are met.
Record information accurately in the FM Helpdesk system and any other systems required.
Correctly allocating and scheduling jobs to operational staff and management.
Liaise with customers, operational staff and management to resolve queries and issues. Maintaining contact with customers and staff to update job progress.
Work as part of a team ensuring delivery of whole service and positively contributing towards achievement of service level, performance and deadlines across shifts and contracts.
Maintain detailed statistical information, providing and updating reports as required.
Knowledge, Skills and Experience
Must have lived in the UK for 5yrs+ and be a UK citizen, holding a British Passport.
Previous Helpdesk/Customer Service experience with a prestigious client is essential.
Demonstrate a proactive approach to delivering excellent customer service to stakeholders.
Strong team player orientation - cooperative and willing to assist others.
Proficient IT skills including MS Word, MS Excel and MS PowerPoint, and comfortable with numerical reasoning.
Engaging communicator demonstrating influencing skills and an ability to adapt approaches to differing audiences.
Well organised, with the ability to multi-task, prioritise and manage competing demands. Strong multi-tasking capability, project and deadline oriented.
Maintains effective work behaviour in the face of setbacks or pressure - remains calm and in control of themselves.
Excellent attention to detail and accuracy.
Security clearance will be required for this role.