Helpdesk Operator

As a Helpdesk Customer Service Agent, you will provide prompt, professional support to customers and suppliers, handling initial enquiries by phone or email, accurately recording service requests, and proactively escalating issues when needed. This role is ideal for someone who can remain calm under pressure, deliver excellent service and take pride in contributing to essential public operations.

What you will do:

Respond quickly and professionally to incoming telephone, email and system enquiries in line with service level agreements. Accurately log all calls, including caller details, problem severity and required actions, within the CAFM system. Monitor the Building Management System during out-of-hours shifts including evenings, nights, weekends and public holidays, escalating critical faults when necessary. Prioritise and escalate service requests appropriately, using sound judgment and awareness of urgency. Support contract and service delivery teams to minimise service level impacts and ensure contractual requirements are met. Work collaboratively and respectfully with colleagues to deliver a high-quality service. Follow all processes, procedures and strict information security standards. Contribute to continuous improvement by identifying opportunities for development and sharing constructive suggestions. Participate actively in training, coaching and the Professional Property Services community of practice.

A calm, professional and reassuring telephone manner with strong customer service skills. Experience in a helpdesk, customer service or office-based support environment. Ability to learn and adapt quickly to new systems, processes and technologies. Strong accuracy and attention to detail when logging and tracking service requests. Ability to work under pressure and manage fast-paced, high-demand situations. Proven skills in building effective working relationships with customers and suppliers. Confidence using Microsoft Office, particularly Excel, Outlook and Microsoft Teams. Willingness to work shifts including nights, weekends and public holidays. Alignment with the client's core values of professionalism, integrity, courage and compassion.

Must have 5 years UK residency Flexibility is required for this role (possible rotational shift or fixed hours depending on business needs) £26,988 per annum (plus £1,000 bonus based on segment targets) Sodexo rewards and benefits, Mental health and wellbeing support Employee Assistance Programme for personal, legal and financial advice Access to a 24/7 virtual GP Lifestyle rewards Discounts for you and your family Financial planning tools and retirement support Cycle to Work scheme A paid volunteering day

Sodexo is committed to supporting government agencies by creating environments built on respect, professionalism and efficiency. We prioritise the wellbeing of our employees and take pride in the role we play in strengthening communities. We are now seeking a Helpdesk Operator to join our team at Delta Business Park in Swindon, SN5 7WZ. This is an exciting opportunity to work in partnership with a high-profile blue light organisation as part of a dedicated customer experience property helpdesk., Working with Sodexo is more than a job. It is an opportunity to be part of something meaningful. You will join a team that values you for who you are, encourages purposeful work and supports your development.