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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, career development, and 25 days annual leave.
- Other info: Flexible hours with opportunities for progression in a supportive team.
- Why this job: Make a real impact on guest experiences while developing your leadership skills.
- Qualifications: Strong communication, problem-solving, and organisational skills; resilience in fast-paced settings.
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.
- You will support onboarding new agents and develop existing agents to enhance their skills and ensure high performance.
- Facilitate the smooth integration of external stakeholders by delivering training and onboarding sessions.
- You will ensure new contractors and hotel staff are confident and proficient in using our systems.
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.
Please note: This role requires a basic DBS check.
Senior Agent – Facilities Management 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
✨Tip Number 1
Network like a pro! Reach out to people in the facilities management industry on LinkedIn or at local 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
Practice your interview skills! Get a friend to throw some common interview questions your way, especially those related to problem-solving and communication. The more comfortable you are, the better you'll perform when it counts.
✨Tip Number 3
Show off your passion for great service! During interviews, share specific examples of how you've gone above and beyond for customers or team members. 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, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Senior Agent – Facilities Management
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Senior Agent role. Highlight your communication skills, problem-solving abilities, and any relevant experience in a contact centre environment.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about facilities management and how you can contribute to our team. Share specific examples of how you've delivered great service or resolved complex issues in the past.
Showcase Your Team Spirit: Since this role involves supporting and developing a team, mention any leadership or mentoring experiences you've had. We want to see how you can inspire others and foster a positive work environment.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker!
How to prepare for a job interview at Ostara Systems Limited
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Senior Agent in Facilities Management. 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 role.
✨Showcase Your Communication Skills
Since this role requires exceptional communication and interpersonal skills, prepare examples of how you've effectively communicated with different stakeholders in the past. Think about times when you de-escalated tense situations or built rapport with clients and colleagues. This will highlight your ability to handle complex issues.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've faced challenging problems and how you approached them. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will showcase your strong problem-solving abilities and your calmness under pressure, which are crucial for this position.
✨Emphasise Your Passion for Service
Make it clear that you have a genuine passion for delivering great service. Share examples of how you've gone above and beyond to ensure client satisfaction in previous roles. This will resonate well with the company's focus on a 'customer-first' attitude and show that you align with their values.