At a Glance
- Tasks: Provide exceptional customer service by managing calls and assisting the FM Helpdesk Administrator.
- Company: Join Pinnacle Group, a leading provider of housing and workplace services.
- Benefits: Enjoy competitive pay, career development, and a supportive work culture.
- Other info: Inclusive culture with opportunities for growth and learning.
- Why this job: Make a real difference in a fast-paced environment while helping others.
- Qualifications: Experience in customer service and familiarity with helpdesk software required.
Pinnacle Group is looking for an experienced FM Helpdesk Operator to provide exceptional customer service and support by taking and logging calls to the Helpdesk, managing the input of data and generally assisting the FM Helpdesk Administrator in the administration of the contracts. You will be joining our Total FM Team based in Morley, Leeds LS27.
Our Total Facilities Management team delivers integrated asset management and maintenance services across education, leisure, corporate, health and residential sectors. We focus on keeping facilities running smoothly, safely, and efficiently – helping our clients create spaces that work for everyone.
Your responsibilities will include:
- Handling inbound and outbound calls, resolving customer inquiries, and providing accurate information about our services.
- Answering the FM helpdesk and dealing with general enquiries and logging calls/jobs on the database utilising FM helpdesk software.
- Taking ownership of the PPM schedule & Reactive Maintenance jobs thus ensuring that all tasks are completed in line with the allocated response times.
- Allocating work orders to internal/external contractors, ensuring that all tasks are completed in line with the allocated response times.
- Tracking job progress against rectification times and implementing escalation procedures.
- Reporting back to clients and contract staff on job progress and close out, including requesting extensions where applicable.
- Keeping SharePoint up to date with information relating to the contracts and new assets.
Key requirements:
- Demonstrate a track record as an FM Helpdesk Operator with commitment to customer service.
- Excellent organisation skills and attention to detail are required, along with decision-making and problem-solving.
- Experienced in the operation of a software package, i.e. Evolution.
- Conversant in Excel, Word and PowerPoint.
- Self-managing and able to work on own initiative.
We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.
As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression.
In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area.
FM Helpdesk Operator employer: Pinnacle Group Limited
Pinnacle Group Limited is an excellent employer that values its employees by offering flexible working hours and a commitment to personal development. With a focus on maintaining outdoor spaces in the vibrant community of Orpington, employees can thrive in a supportive and diverse work culture while enjoying opportunities for growth and skill enhancement.
StudySmarter Expert Advice🤫
We think this is how you could land FM Helpdesk Operator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pinnacle Group Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pinnacle Group Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace FM Helpdesk Operator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pinnacle Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at Pinnacle Group Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pinnacle Group Limited!
How to prepare for a job interview at Pinnacle Group Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
