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- Tasks: Support and inspire a team of helpdesk agents in a dynamic contact centre environment.
- Company: Join a leading service partner for a top UK hotel chain.
- Benefits: Competitive salary, structured training, 25 days annual leave, and career progression.
- Why this job: Make a real impact on guest experiences while developing your leadership skills.
- Qualifications: Strong communication, problem-solving skills, and a passion for great service.
- Other info: Flexible hours with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
We are a dedicated service partner for one of the UK's leading hotel chains, acting as the crucial link between their properties and a network of maintenance contractors. Our contact centre is the heart of this operation, ensuring facilities are safe, functional, and well-maintained.
We are seeking a motivated and inspiring individual to join our team of helpdesk agents. This role is pivotal in ensuring we deliver an efficient, professional, and empathetic service. You will be the first point of escalation for complex issues and support the management team performance measures with reporting and marking, sitting between the front-line agents and the centre's management team. This role requires flexibility to support our 24/7 operations. You will be required to work evenings and weekends as part of a team rota.
Responsibilities
- Provide daily support to a team of Contact Centre Agents to help them achieve their potential, prioritise routine and urgent tasks and provide training as required.
- Act as the primary point of contact for your team, handling queries and providing guidance on operational procedures, escalating to management when required.
- Support team workloads and priorities to ensure all incoming jobs (via phone and email) are logged, allocated, and resolved within agreed Service Level Agreements (SLAs).
- Act as a key escalation point for complex or sensitive issues, liaising between hotel managers and contractors to find effective resolutions.
- Monitor team performance through key metrics and provide constructive feedback to the management team.
- Build and maintain strong professional relationships with key contacts at the hotel chain and our primary contractor partners.
- Champion a "customer-first" attitude, ensuring your team understands the impact their work has on the hotel guest experience.
- Conduct quality assurance checks on calls and case logs, identifying training needs and areas for process improvement.
- Contribute to the development of team procedures and knowledge base articles to enhance efficiency and consistency.
- Champion the continuous development of the team by delivering training on our systems, operational processes, and service standards.
- Facilitate the smooth integration of external stakeholders by delivering training and onboarding sessions.
Person Specification: The Skills You'll Bring
We believe the best people can come from a variety of backgrounds. We are focused on finding someone with the right core skills and attitude, rather than specific industry experience.
Essential (Your Core Strengths):
- Resilience: You know how to maintain a calm and positive mindset in a fast paced dynamic environment and lead by example.
- Exceptional Communication & Interpersonal Skills: You can communicate clearly and confidently with a wide range of people, from front-line staff to senior managers and external suppliers. You are skilled at de-escalating tense situations and building rapport.
- Strong Problem-Solving Abilities: When faced with a complex issue with no obvious solution, you remain calm and can think logically to coordinate a response. You are not afraid to take ownership of a problem.
- Outstanding Organisational Skills: You are adept at prioritising tasks, managing your own time effectively, and helping your team manage their workload to meet deadlines.
- A Passion for Great Service: You understand the importance of delivering a high-quality service and are driven to ensure client satisfaction.
- IT Proficiency: You are comfortable using standard office software, and can quickly learn new systems and platforms.
Desirable (What Sets You Apart):
- Experience working within a contact centre or helpdesk environment.
- An understanding of Service Level Agreements (SLAs) or Key Performance Indicators (KPIs).
- Experience in a role that involves coordinating between a client and third-party suppliers.
What We Offer
- A competitive salary and benefits package.
- A structured training programme on our systems and the facilities management industry.
- Genuine opportunities for career development and progression.
- A supportive, close-knit team environment where your contribution is truly valued.
- 25 days annual leave to start increasing every full financial year employed to a maximum of 30.
Senior Agent – Facilities Management in Milton Keynes employer: Ostara Systems Limited
Contact Detail:
Ostara Systems Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Agent – Facilities Management in Milton Keynes
✨Tip Number 1
Network like a pro! Reach out to people in the facilities management sector on LinkedIn or at industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those tricky interview questions! Think about how your skills in communication and problem-solving can shine through. Practice your responses with a friend or in front of the mirror to boost your confidence.
✨Tip Number 3
Show off your passion for great service! During interviews, share examples of how you've gone above and beyond to help customers or colleagues. This will highlight your commitment to delivering top-notch service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team and contributing to our mission.
We think you need these skills to ace Senior Agent – Facilities Management in Milton Keynes
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Agent role. Highlight your relevant experience and skills that match the job description, especially your communication and problem-solving abilities.
Showcase Your Passion for Service: We want to see your enthusiasm for delivering great service! Share examples of how you've gone above and beyond in previous roles to ensure client satisfaction, as this aligns perfectly with our customer-first attitude.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. This will help us quickly understand your qualifications and fit for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the position. We can’t wait to hear from you!
How to prepare for a job interview at Ostara Systems Limited
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Senior Agent role and its responsibilities. Familiarise yourself with the key tasks like supporting your team, handling escalations, and maintaining SLAs. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role requires exceptional communication, prepare examples of how you've effectively communicated with different stakeholders in the past. Think about times when you de-escalated a tense situation or built rapport with clients. Practising these scenarios can help you articulate your skills during the interview.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've tackled complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. Highlight how you remained calm under pressure and took ownership of the problem, as this is crucial for the Senior Agent role.
✨Emphasise Your Passion for Service
This position is all about delivering great service, so be prepared to talk about what customer service means to you. Share examples of how you've gone above and beyond to ensure client satisfaction. Showing your enthusiasm for providing excellent service will resonate well with the interviewers.
