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- Tasks: Be the first point of contact for customer calls and manage engineering requests.
- Company: Join a dynamic team focused on delivering exceptional customer service.
- Benefits: Competitive salary, flexible shift patterns, and opportunities for career growth.
- Why this job: Make a real difference by solving customer issues and ensuring smooth operations.
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
- Other info: Fast-paced environment with a focus on teamwork and customer satisfaction.
The predicted salary is between 27000 - 34000 £ per year.
LOCATIONS: Pier Walk
SHIFT PATTERN: 4 on / 4 off rotation 07:00 – 19:00
SALARY: £30,428
ROLE OVERVIEW AND PURPOSE
The Helpdesk Operative will form part of a team responsible for the receiving, allocation and progressing of reactive engineering requests on the contract.
KEY RESPONSIBILITIES
- First point of contact for incoming telephone calls.
- Vetting service requests received via CAFM system.
- Ensure compliance with statutory and company procedures across all functions.
- Dispatch work to both direct labour and contractors in a timely fashion based on the correct skills sets, geographical location and service delivery arrangements.
- Prioritising urgent jobs and plan and dispatch engineers to meet urgent demand.
- Escalate any complaints or issues as required.
- Analysis of job history/running reports to avoid duplication.
- Undertake other duties as directed by management.
- High attention to detail on all work submitted.
- Manage the fault closure process and ensure compliance of fault completion, reviews & audit fails.
- To demonstrate rapid response to customer issues and show a systematic approach to problem solving.
- Adhere to all SLAs/KPIs set against your role including call answering times, quality assurance, email response times.
- Understand, identify and apply the Service Level Agreement (SLA) for each service request and set expectation with customer.
- Escalate emergency fault notifications, updates and closures to stakeholders in a timely manner.
- Contribute to reducing levels of customer complaints.
- To take reasonable care for the health and safety of him/herself and others.
- Exceptional organisational skills.
- Ability to handle conflicting workloads and to work under pressure.
- Strong communication skills in both telephone and correspondence/report handling.
- An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always.
- Ability to develop effective relations with key stakeholders including management, customers, staff teams and clients.
- Ability to set and achieve targets via effective engagement with stakeholder groups.
Desirable
- A previous customer service representative or frontline support role is desirable.
- Experience in using CAFM system or asset management system.
- Rounded educational background and credible experience as a helpdesk operative.
Helpdesk Operative employer: ABM UK
Contact Detail:
ABM UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Operative
✨Tip Number 1
Get to know the company! Research their values and culture so you can tailor your approach during interviews. This shows you're genuinely interested and helps you connect with the team.
✨Tip Number 2
Practice your communication skills. As a Helpdesk Operative, you'll need to be clear and concise. Role-play common scenarios with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn. They can provide insider tips and might even refer you, which can give you a leg up in the hiring process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the team.
We think you need these skills to ace Helpdesk Operative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience that matches the Helpdesk Operative role. We want to see how your skills align with our needs, so don’t be shy about showcasing your customer service experience and any familiarity with CAFM systems.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the role. We love seeing enthusiasm, so let us know what excites you about working with us at StudySmarter and how you can contribute to our team.
Be Clear and Concise: When filling out your application, keep your language clear and to the point. We appreciate attention to detail, so make sure there are no typos or errors. A well-structured application shows us you can communicate effectively, which is key for this role!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the Helpdesk Operative position. Plus, it’s super easy to do!
How to prepare for a job interview at ABM UK
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the Helpdesk Operative role. Familiarise yourself with the key responsibilities, especially around handling service requests and managing customer communications. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role requires strong communication skills, practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated in previous roles, especially in high-pressure situations. Remember, a friendly and professional telephone manner can set you apart!
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've successfully resolved customer issues or managed conflicting workloads. Highlight your systematic approach to problem-solving, as this is crucial for the Helpdesk Operative position. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and expectations for the role. This not only shows your interest but also helps you gauge if the company is the right fit for you. Plus, it gives you a chance to engage with your interviewers on a deeper level.
