At a Glance
- Tasks: Handle customer orders and enquiries while providing top-notch support.
- Company: Join a leading service provider with a focus on teamwork and customer satisfaction.
- Benefits: Competitive pay, flexible working options, and opportunities for career growth.
- Other info: Dynamic work environment with a focus on professional development.
- Why this job: Be the voice of support and make a difference in customer experiences.
- Qualifications: 1 year of customer service experience and a keen eye for detail.
The predicted salary is between 30000 - 40000 £ per year.
Shift Pattern: 4 on 4 off rotation, 7pm-7am
Hourly Pay Rate: £14.51 p/h
Location: Mitie Mitec, 1st Floor, Unit 9, Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY
This role is site based only.
Job Description:
- Handling and processing of customer orders, enquiries and all communications
- Answering all incoming calls with a professional manner
- Updating all customers with professional email etiquette
- Processing and maintaining customer records
- Loading all reactive works on C4W with correct SLA's
- Prioritising with good attention to detail all call outs received regarding SLA's
- Ensuring all call outs logged have correct information within C4W - ie purchase order, reason code, loaded against correct call type, contact name & number, full descriptions of works required
- Liaising with scheduling team regarding all P1 & P2's received, ensuring all are put into correct Regional unallocated pot
- Uploading updates on web portals or via email - mainly job numbers via email or Maximo or any other portal
- Liaising between internal departments to resolve any customer issues
- Distributing engineers follow on calls to the correct team - scheduling, procurement or amending system
- Distributing follow on calls from engineers PDA's to relevant teams/schedulers
- Ensure that all procedures in place within the BMS are followed
- Assist with scheduling team to achieve performance targets and SLA's are met to continue to improve and develop service teams objectives
- Assist with scheduling team updates to customers
- Excellent attention to detail
- Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager
- Carry out any other duties as requested by Management
Essential:
- A minimum of one year's customer service experience in a customer-facing role is required.
- Applicants must have a 5-year checkable history.
- You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.
- Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months.
- We will consider flexible working requests from day one of employment.
Helpdesk Operator employer: Mitie Group plc.
Mitie Group plc. is an excellent employer that values its team members by providing a supportive work environment in Tutnalls, where collaboration and reliability are key. With flexible part-time hours, employees can enjoy a healthy work-life balance while benefiting from opportunities for personal growth and development within the company. Join us to be part of a dedicated team that prioritises safety, cleanliness, and exceptional service.
