At a Glance
- Tasks: Provide frontline helpdesk support and manage customer queries in a fast-paced environment.
- Company: Join Sellafield Ltd, a leader in facilities management with a supportive team culture.
- Benefits: Gain valuable experience, develop your skills, and enjoy a dynamic work environment.
- Other info: Opportunity for growth and learning in a vibrant team setting.
- Why this job: Be the first point of contact for customers and make a real difference in their experience.
- Qualifications: Strong communication skills and a customer-focused attitude are essential.
The predicted salary is between 24300 - 29700 £ per year.
We are currently recruiting for a Helpdesk Administrator to join the Helpdesk Team at Sellafield Ltd, supporting the Cumbria Consortium Contract within a busy Facilities Management environment.
This is an excellent opportunity for an organised, customer-focused individual with strong communication and administration skills to play a key role in supporting the day-to-day operational delivery of facilities management services.
The successful candidate will provide frontline helpdesk support, handling incoming customer calls and emails, accurately logging reactive maintenance requests, allocating work orders and coordinating tasks with operational and planning teams.
You will be responsible for delivering a professional, responsive and high-quality customer service while ensuring all activities are completed within agreed Service Level Agreement (SLA) timescales.
Answer incoming telephone calls and emails promptly and professionally.
Accurately log reactive maintenance requests and raise tasks using the contractual work management system.
Allocate reactive works to the appropriate planning teams.
Ensure all requests and activities are managed within agreed SLA timescales.
Support the day-to-day running of the Helpdesk, including work distribution and assisting service line planners.
Provide proactive customer service, resolving queries and concerns efficiently and escalating issues where necessary.
Maintain accurate, up-to-date and comprehensive records and documentation.
Effectively manage work orders and keep the Planning & Helpdesk Team Leader informed of any issues, risks or escalations.
Escalate urgent matters promptly to ensure contractual obligations are met.
Work in accordance with company policies, procedures and contractual requirements.
Maintain high standards of health and safety, ensuring all duties are carried out safely and diligently.
Attend all required training, development and appraisal activities.
Undertake any additional duties appropriate to the role and individual capabilities.
- Key Skills
- Excellent verbal and written communication skills.
- A strong customer service approach and a professional telephone manner.
- Good organisational and administrative skills.
- Strong attention to detail and the ability to maintain accurate records.
- The ability to manage competing priorities and work to deadlines.
- Confidence using IT systems, email and Microsoft Office applications.
- The ability to work effectively both independently and as part of a team.
- A proactive approach to problem-solving and handling customer enquiries.
- Previous experience in a helpdesk, facilities management, maintenance coordination or administration environment would be advantageous.
- #J-18808-Ljbffr
Helpdesk employer: Sellafield
Sellafield Ltd is an exceptional employer, offering a dynamic work culture that prioritises safety, compliance, and employee development. As a CS&A Responsible Engineer, you will have the opportunity to lead innovative projects in a highly regulated environment, with access to extensive training and growth opportunities. Located in the UK, our commitment to excellence and teamwork ensures that every employee plays a vital role in delivering critical infrastructure for the future.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sellafield. 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 Sellafield 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 Helpdesk
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 Sellafield:Your cover letter is your chance to shine! Tell us why you want to work at Sellafield 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 Sellafield!
How to prepare for a job interview at Sellafield
✨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.
