Customer Service Operator

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Brief Details of Position

A full time vacancy has arisen for a Customer Services Operator to work within an existing helpdesk team at our Birchwood Office in Warrington. The role will include, but is not limited to the following responsibilities:

  • Receive calls and emails on the facilities helpdesk and make requests for engineering and facilities assistance
  • Act as a central source of information dealing directly with customer queries in a professional and courteous manner
  • Log all calls received and prioritise in a predetermined category as defined within the helpdesk operating procedures
  • Take ownership of critical and emergency tasks to see through to completion
  • Enter and maintain all information in a CAFM database such as call logging, allocations, task chasers, client updates and job completions
  • Understand the relevant contractual SLAs and work to ensure that tasks do not fail these requirements
  • Working closely with Team Leaders, Customer Service Managers, Contract Managers and engineers.
  • Use of in-house and client software packages as well as Microsoft Excel.
  • Undertake day to day administration in association with the helpdesk facility
  • Provide input into reviewing current procedures to enhance the service to our client and see to their implementation
  • Assist in undertaking office duties, which are required to fulfil our contractual obligations
  • Assist in the auditing of systems for which you are responsible
  • Work in conjunction with other team members to follow contingency measures to ensure full services are available without total reliance on IT systems.
  • Providing cover for other team members during periods of sickness and annual leave.
Knowledge, Skills & Experience

Applicants must be able to demonstrate the following:-

  • Previous experience within a similar Customer Service environment, demonstrating the ability to deal with a variety of stakeholders via phone and email
  • A good understanding of the facilities/building services industry and the customer’s business requirements
  • Initiative
  • Good communication and organisational skills
  • Able to deal with multiple priorities with maximum results
  • Competency with multiple software packages including Microsoft Excel
  • Overtime when required

This is a hands-on role and would suit an individual that can work using their own initiative and also work well with a variety of stakeholders. Must be a conscientious and reliable team player along with excellent interpersonal and communication skills.

Salary

To be discussed at interview.