Customer Support Representative - Helpdesk

A successful university campus is about so much more than buildings. It’s about the environment, the atmosphere and the people – creating that sense of home that will help students feel safe, secure, and help them thrive. Here at UPP we currently have an exciting opportunity for a Customer Support Representative to join our Reading University team. This is a permanent position working 35 hours per week on a 4-week rolling shift rota 8.00am – 7.00pm Monday to Sunday. The salary is £25,151 per annum pro rata.

Working on the Helpdesk, the Customer Support Representative operates a Computer Aided Facilities Management (CAFM), ‘real time’ telephone/email helpdesk monitoring reactive and planned maintenance work, escalating issues as required and providing a high standard of customer service to students, University partners, sub-contractors and UPP Team members.

Role responsibilities include:

• Provide a professional and customer focused first point of contact, keeping accurate records, and responding appropriately to all requests, in line with Company procedures and required response times.
• Assist the relevant manager(s) in the co-ordination and administration of on-site activities.
• Monitor the Building Management Systems and Lift Monitoring System, reacting as appropriate to any alerts within agreed timescales.
• Answer, input and allocate service requests accurately and in a timely manner and direct the appropriate personnel or sub-contractor to undertake tasks required.
• Operate a computer-based facilities management database (currently Planon) monitoring all reactive work and planned maintenance.
• In line with the Service Level Agreements, make decisions regarding service delivery and the priority of work, monitoring and escalating issues where appropriate.
• Fully maintain and update helpdesk records in an accurate and timely manner for both reactive and planned incidents.
• Assist in the production of day-to-day operational reports/performance statistics and monthly management and client liaison reports.
• Work closely with the helpdesk management team to proactively manage service events to minimise service event failures and unavailability.
• Be responsible for signing out for, securely maintaining, and returning safety items such as keys, swipe cards and door access equipment.

We are looking for you to have previous helpdesk/customer service experience working in a customer focused environment, along with great organisation and administrative skills with an attention to detail and the passion to do a great job. You will also be flexible to work (with notice) additional hours when needed, especially during the main student arrival and departure weekends. A driving licence is essential as you may be required to travel to other areas of the campus.

We truly care about the experience of our residents and invite you to join our friendly team and help make a positive difference to students living away from home in our accommodation. In return, we are offering a fun and interesting environment to work in with a competitive salary and a great benefits package which includes 25 days holiday, life insurance, pension, training, two paid volunteering days each year, cycle to work scheme, store discounts, as well as discounts from a variety of top retailers, restaurants, gyms and more.

UPP welcome all applications and recognise the value of having a diverse and inclusive culture, which reflects the communities we work with and has a positive impact on our people, our student residents, and our university partners. We understand all disabilities, impairments and conditions are unique, so please advise us of any adjustments which would support you through our recruitment process and help you to thrive at work. Our core values of Innovation, Sustainability, Community, Partnership and Respect, are fundamental to our culture and summarise what is important to our business and our people. We are a team with energy, pace and passion; if that sounds like you, apply today.