At a Glance
- Tasks: Coordinate helpdesk requests, schedule engineers, and maintain accurate records in a fast-paced environment.
- Company: Join Mitie, the UK's leading facilities management company with a supportive team culture.
- Benefits: Flexible working, virtual GP access, financial wellbeing assistance, and high street discounts.
- Other info: Opportunities for skill development and career growth in a dynamic operational environment.
- Why this job: Make a real impact by solving problems and delivering excellent customer service every day.
- Qualifications: Customer service experience, strong organisational skills, and knowledge of Microsoft Office required.
The predicted salary is between 40500 - 49500 £ per year.
We are looking for a full-time Helpdesk Coordinator to join our team based at Great Western Railway's offices in Milford House, Swindon. This is a busy and rewarding role where you will play a key part in supporting the delivery of technical services across the GWR contract. As one of the first points of contact for customers, you’ll help ensure work requests are managed efficiently, accurately and professionally.
The role involves:
- Coordinating service requests
- Scheduling works
- Monitoring performance
- Maintaining system records
- Supporting engineers, subcontractors and stakeholders
You’ll work closely with colleagues across the contract to help ensure services are delivered safely, effectively and in line with agreed service levels. We’re looking for someone who enjoys solving problems, keeping organised and working in a fast-paced environment where no two days are the same.
Key Responsibilities:
- Respond to helpdesk calls, emails and AI-driven requests
- Log jobs accurately into the CAFM system
- Schedule engineers and subcontractors to attend required works
- Monitor job progress and performance against agreed service level agreements
- Maintain accurate helpdesk data, ensuring timely input, updates and outputs from relevant systems
- Raise purchase orders for labour and materials when required
- Process goods receipt invoices to support prompt payment to suppliers
- Work collaboratively with colleagues, engineers, subcontractors and stakeholders to support the smooth running of the contract
A key part of the position is building positive working relationships with customers, operational teams and suppliers to ensure issues are resolved efficiently and service standards remain high.
What We’re Looking For:
- Previous experience in a customer service, helpdesk, facilities management or other fast-paced operational environment
- Confident communicator with strong organisational skills
- Good working knowledge of Microsoft Office applications, particularly Excel
- Experience of using CAFM systems would be beneficial, although training can be provided
- Ability to manage competing priorities, maintain attention to detail, and remain calm under pressure
- A practical approach to problem-solving and a commitment to delivering excellent customer service
Working With Us:
You will join an established and supportive team that works closely together to deliver excellent service across the GWR contract. The role offers the opportunity to develop your skills, gain experience across a diverse operational environment, and contribute directly to the success of the contract.
Flexible Working:
An agreed level of flexible working may be available, subject to operational requirements and maintaining an appropriate presence on site. Arrangements will be discussed and agreed with the Helpdesk Manager.
Our market-leading offering provides you with benefits that suit your lifestyle:
- Access to a virtual GP
- Financial wellbeing assistance through our Salary Finance scheme
- Flexible lifestyle benefits platform, Choices
- High street discounts through our MiDeals platform
- Cycle-to-work scheme
- Life cover of up to four times your salary
- Enhanced pension contributions
- Mitie Matching Share Plan
- Recognition through Mitie Stars
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition and need us to make any reasonable adjustments during the recruitment process, please let us know.
Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking to critical government sites, hospitals and schools.
Join our Mitie Team. Together our diversity makes us stronger.
Helpdesk Coordinator in Swindon employer: Mitie Cleaning & Hygiene Services
Mitie Cleaning & Hygiene Services is an excellent employer, offering a supportive work culture that prioritises employee wellbeing and development. Located in Dalkeith, this role as a Licensed Security Officer not only provides competitive benefits such as life cover and dental insurance but also fosters personal and professional growth through various opportunities. Join us to be part of a team that values proactive protection and compliance while enjoying unique perks like discounts through MiDeals.
Contact Details:
Mitie Cleaning & Hygiene Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Coordinator in Swindon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mitie Cleaning & Hygiene Services. 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 Mitie Cleaning & Hygiene Services 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 Coordinator in Swindon
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 Mitie Cleaning & Hygiene Services:Your cover letter is your chance to shine! Tell us why you want to work at Mitie Cleaning & Hygiene Services 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 Mitie Cleaning & Hygiene Services!
How to prepare for a job interview at Mitie Cleaning & Hygiene Services
✨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.
