Job Title: Helpdesk Operator
Shift Pattern: Monday - Friday 9AM - 5PM
Hourly Pay Rate: £13.45
Location: Mitie | Mitec, 1st Floor, Unit 9, Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY
This role is an office based role.
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/schedulersEnsure 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.
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Helpdesk Operator employer: Mitie Group plc.
Mitie Group plc. is an excellent employer that fosters a collaborative and innovative work culture, empowering employees to drive growth and profitability through strategic insights. With a strong focus on professional development, employees have access to continuous learning opportunities and the chance to work with cutting-edge tools like Power BI. Located in a dynamic environment, Mitie offers a unique advantage by being at the forefront of business development, ensuring that every team member contributes to meaningful projects that impact the company's success.
