Night Shift Helpdesk Agent

An excellent opportunity has arisen for a Contact Centre Advisor to join a leading company within the Maintenance and Facilities Management environment. The successful candidate will be at the start of the customer’s journey, using their excellent customer service skills to identify the customers’ requirements at their initial point of contact. Our advisors are pivotal in making it the best and easiest customer experience, exhibiting the company values at all times.

About the Role

As an advisor, you will work in an engaging environment supported by leaders who prioritize your personal development, helping you become the best version of yourself. They work hard; in return, we strive to acknowledge and recognize team members for going above and beyond in their daily duties.

Key Responsibilities

1. Support Maintenance Contractors and Customers using proprietary software systems.
2. Deal with customer calls, managing expectations, resolving issues, and ensuring first-time resolution.
3. Manage workflow and administrative tasks in line with client SLAs.
4. Maintain accurate records in the software system for reporting and accounting.
5. Communicate proactively both internally and externally to ensure service excellence.
6. Take ownership of all enquiries, using effective questioning and listening skills to identify and resolve customer needs.
7. Provide accurate information and guidance, liaising with relevant departments to ensure a seamless customer journey.
8. Promote and act as an ambassador for the services represented by our clients.
9. Utilize computer systems effectively, maintaining records in compliance with data protection legislation.
10. Develop and maintain strong working relationships with colleagues to foster a \’one team\’ approach.
11. Contribute insights and ideas to improve customer experience.
12. Proactively work towards contact centre targets and standards, always keeping the customer in mind.
13. Understand team objectives and priorities clearly.

Qualifications and Skills

• Knowledge of office applications including Word and Excel.
• Strong verbal and written communication skills in a professional environment.
• Minimum of 2 years experience in a customer service role.
• Ability to read and understand technical documentation.
• Customer-focused approach in all activities.
• Commitment to learning and succeeding in a service environment.
• Excellent problem-solving skills.
• 5 GCSE passes at grade C or above, including English and Maths, or equivalent.
• Exceptional attention to detail.

Additional Information

Due to high response volume, only shortlisted candidates will be contacted. If you do not hear within 10 days, please consider your application unsuccessful. We encourage interested candidates who meet the criteria to apply.

Shift Pattern

4 days on, 4 days off rota, 8:30 PM – 7:30 AM. The role requires working on a 24/7 helpdesk, including bank holidays.

The position offers a comprehensive benefits package, including pension, healthcare, and death in service following successful probation.

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