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- Tasks: Be the first point of contact for customer queries and manage engineering requests.
- Company: Join a dynamic team in North Greenwich, London, focused on exceptional service.
- Benefits: Enjoy a competitive salary, flexible shifts, and opportunities for growth.
- Why this job: Make a real difference by solving problems and helping customers every day.
- Qualifications: Strong communication skills and a knack for organisation are key.
- Other info: Fast-paced environment with a focus on teamwork and customer satisfaction.
The predicted salary is between 25000 - 35000 £ per year.
LOCATIONS: North Greenwich, London UK
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.
Requirements
- 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 in London employer: ABM
Contact Detail:
ABM Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Operative in London
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help us tailor our conversations and show that we’re genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Before any interview, we should run through common questions and scenarios related to the Helpdesk Operative role. This way, we can showcase our problem-solving skills and customer service expertise with confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give us insider tips and even referrals, which can be a game-changer in landing the job.
✨Tip Number 4
Don’t forget to follow up! After an interview, sending a quick thank-you email can leave a lasting impression. It shows our enthusiasm for the role and keeps us fresh in their minds as they make their decision.
We think you need these skills to ace Helpdesk Operative in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Helpdesk Operative role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Be sure to mention your organisational skills and ability to handle pressure, as these are key for us at StudySmarter.
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your application reflects your strong communication skills. Whether it's in your CV or cover letter, we want to see how you can engage effectively with customers and stakeholders.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at ABM
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the Helpdesk Operative role. Familiarise yourself with the key responsibilities and how they relate to customer service. 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. This will demonstrate your ability to handle calls and correspondence professionally.
✨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 a Helpdesk Operative. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare Questions for Them
Interviews are a two-way street, so prepare thoughtful questions about the company culture, team dynamics, and expectations for the role. This shows that you're engaged and serious about the opportunity. Plus, it gives you a chance to assess if the company is the right fit for you.
