Helpdesk Operators in Manchester

Location: 310 Broadway, Salford, M50 2UE

We are looking for a proactive and customer-focused Helpdesk Operators to join our team. This is an excellent opportunity for someone who thrives in a fast-paced environment, enjoys helping others, and takes pride in delivering a high standard of service.

As a key point of contact for customers and suppliers, you will be responsible for responding to calls, emails and messages within agreed service levels, accurately recording information, and ensuring queries are resolved efficiently. The role requires excellent attention to detail, strong communication skills, and a professional and confident telephone manner. You will work closely with colleagues and suppliers to provide outstanding support, escalating issues where appropriate and contributing to continuous service improvement. We are looking for someone who is adaptable, eager to learn, and committed to delivering a positive customer experience in a dynamic and evolving environment.

DBS, BPSS and SC Clearance Requirement: Candidates must be able to successfully pass DBS, BPSS and Security Check (SC) Clearance. To be eligible for SC Clearance, applicants must have resided continuously in the UK for at least the past five years. Any offer of employment will be subject to satisfactory completion of all required security vetting and clearance checks.

Key Responsibilities:

• Accurately record caller details, issues, and severity levels, ensuring Team Leaders are informed of any situations that may escalat[e].
• Work in line with established processes and procedures.
• Respond promptly and efficiently to incoming calls, emails, and messages in accordance with client service levels.
• Demonstrate strong attention to detail when gathering and inputting information.
• Maintain a clear, professional, and confident telephone manner.
• Deliver a high level of customer and supplier satisfaction, using logic and common sense to resolve queries and escalating issues when required.
• Attend training and coaching sessions and apply any updates to duties, methods, working hours, or procedures.
• Identify potential areas for improvement and report them to the Team Leader.
• Remain flexible and adaptable to change within the role.
• Ability to build productive relationships with customers and suppliers.
• Basic understanding of computer hardware, peripherals, and applications (e.g., networks, shared files/folders, report creation).
• Confident keyboard and data‑entry skills.
• Basic proficiency in Microsoft Word and Excel.