At a Glance
- Tasks: Support the delivery of essential facilities management services across Hackney's 900+ sites.
- Company: Join Hackney Council, committed to diversity and community support.
- Benefits: Flexible working options, competitive salary, and a chance to make a difference.
- Other info: Great opportunity for career growth and to work in a supportive team.
- Why this job: Be the first point of contact and help improve services in a dynamic environment.
- Qualifications: Experience in Help Desk roles and proficiency with CAFM systems preferred.
The predicted salary is between 30000 - 40000 £ per year.
The London Borough of Hackney is seeking two skilled and customer focused Help Desk Operatives to join our Corporate Hard Facilities Management team. This role is essential in supporting the delivery of planned preventative maintenance, compliance, Hard FM and Soft FM services across the Council’s extensive infrastructure. You will act as the first point of contact for all FM related queries, playing a critical role in the management of our 900+ sites. Operating within the Concerto CAFM system, you will serve as the primary link between customers, stakeholders, and our maintenance teams. This is a high volume, dynamic environment where your technical expertise and ability to manage conflicting priorities will ensure that Hackney Council can effectively deliver services and meet its corporate objectives.
Key Responsibilities
- System Management: Act as an expert user of the Concerto CAFM system, ensuring all asset information is comprehensive, accurate, and quality assured.
- Incident & Request Handling: Manage all incoming requests across all contact mediums (calls, emails, etc.), ensuring they are logged accurately against the correct job types and assigned to the appropriate resolver groups.
- Service Coordination: Oversee the lifecycle of service requests, including monitoring resolution activity, coordinating with contractors, and keeping clients informed of progress.
- Possible Out of Hours Support: Provide reliable coverage, including the possibility of out of hours weekdays and weekends, managing ‘On-Call’ escalations for critical events to maintain business continuity.
- Reporting & Compliance: Produce detailed reports on asset, site, and compliance data to support continuous service improvement and meet agreed SLAs.
What we are looking for
- Experience working in a Help Desk environment interfacing between customers and supply chain maintenance teams.
- Proficiency with CAFM systems (preferably Concerto) and database management.
- Excellent communication skills and the ability to demonstrate active listening, professionalism, and structured information presentation.
- A proactive, organised individual who can thrive in an environment of constant change.
- Flexibility to work a full time shift pattern that includes weekends and out of hours service.
Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.
Closing date for applications: 19 July 2026 22:59
Interview and assessment date: W/C 03 August 2026
Help Desk Operative employer: Hackney Borough Council
The London Borough of Hackney is an exceptional employer, offering a dynamic work environment where Help Desk Operatives play a vital role in supporting essential facilities management services across a diverse range of sites. With a strong commitment to inclusivity and employee development, Hackney Council fosters a culture of collaboration and continuous improvement, providing opportunities for professional growth while ensuring a supportive atmosphere for all staff. Additionally, the council's focus on flexible working arrangements and its dedication to eradicating discrimination make it an attractive workplace for individuals seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Operative
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Hackney Borough Council.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Hackney Borough Council. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Help Desk Operative
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Hackney Borough Council.
How to prepare for a job interview at Hackney Borough Council
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Hackney Borough Council's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Hackney Borough Council offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
