At a Glance
- Tasks: Provide essential helpdesk support and ensure smooth communication across contracts.
- Company: Join Mears Group, a diverse and inclusive employer committed to social value.
- Benefits: Enjoy 25 days annual leave, staff perks, and volunteering opportunities.
- Other info: Dynamic team culture with excellent career growth and support for all applicants.
- Why this job: Make a real impact by supporting clients and enhancing operational efficiency.
- Qualifications: Strong communication skills and a proactive approach to problem-solving.
The predicted salary is between 31500 - 38500 £ per year.
Annual salary: up to £28,186.33
Location: Rainham - London
Contract: Permanent, Full-time
Hours: Monday – Friday, 42.5 hours per week, 8:00am-5:00pm
About the role:
The Help Desk Operator will provide essential helpdesk and administrative support across multiple contracts, acting as a key point of contact between clients, internal teams, subcontractors, and suppliers. This role is central to ensuring smooth communication, accurate task management, and timely reporting in line with contractual obligations and service level agreements (SLAs). The successful candidate will help drive operational efficiency, support compliance, and contribute to the overall performance of the team through proactive coordination and attention to detail.
Role criteria:
- Provide responsive helpdesk and administrative support across different contracts, ensuring tasks are logged and tracked accurately
- Communicate effectively with clients, stakeholders, subcontractors, and suppliers to maintain strong working relationships and resolve queries promptly
- Monitor and manage SLAs to minimise penalty deductions and ensure contractual compliance
- Raise and issue client invoices in line with contract terms and timelines
- Compile and present periodic reports and KPI data to support performance tracking and decision-making
- Support managers and team members with contract administration and general coordination
- Administer third-party and supplier contract periods, ensuring timely alerts for reviews and renewals
- Maintain accurate records using internal IT systems and ensure data integrity across platforms
- Adapt to the needs of different contracts, prioritising tasks and managing workload effectively
- Contribute to a positive team culture by being proactive, reliable, and solution-focused
- Demonstrate an understanding of reactive maintenance and service level agreements
- Provide excellent customer service and problem-solving skills
- Work effectively as a team and independently
- Demonstrate a professional telephone manner
Desirable:
- Experience in a call centre environment and/or a background in repairs
Benefits we can offer you:
- 25 days annual leave plus bank holiday
- Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
- Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
- Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more.
- Family friendly policies
All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship. Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.
At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.
We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.
In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.
Helpdesk Operator in London employer: Mears Group
Mears Group is an excellent employer, offering a dynamic work environment in Dartford that prioritises employee growth and development. With a strong commitment to service excellence, employees benefit from hands-on leadership opportunities, a supportive team culture, and the chance to make a meaningful impact in the community through high-quality maintenance services.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Operator in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mears Group. 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 Mears Group 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 Helpdesk Operator in London
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 Mears Group:Your cover letter is your chance to shine! Tell us why you want to work at Mears Group 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 Mears Group!
How to prepare for a job interview at Mears Group
✨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.
