At a Glance
- Tasks: Support the delivery of maintenance services across Hackney's extensive infrastructure.
- Company: Join the London Borough of Hackney's dynamic Corporate Hard Facilities Management team.
- Benefits: Gain valuable experience in a fast-paced environment with opportunities for growth.
- Other info: Flexible shifts, including weekends, in a role that adapts to constant change.
- Why this job: Be the first point of contact, making a real difference in service delivery.
- 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.
Qualifications
- 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.
Help Desk Operative X 2 employer: Hackney 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 the Council's extensive infrastructure. With a strong focus on employee development, Hackney promotes a culture of collaboration and innovation, providing opportunities for growth within the Corporate Hard Facilities Management team. Employees benefit from a supportive atmosphere that values customer service excellence and offers the chance to make a meaningful impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Operative X 2
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hackney Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hackney Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Help Desk Operative X 2
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hackney Council:Your cover letter is your chance to shine! Tell us why you want to work at Hackney Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hackney Council!
How to prepare for a job interview at Hackney Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
