Helpdesk Agent

The Role We are looking for a dedicated Helpdesk Advisor to join a market-leading Maintenance and Facilities Management firm. As the first point of contact, you will be the face of the customer journey, using your communication skills to identify needs and provide seamless solutions. Our advisors are essential to our success, and we pride ourselves on delivering an easy, high-quality experience that reflects our core company values.

The Environment Join an engaging team where leadership is committed to your personal growth. We work hard to deliver excellence, and in return, we make it a priority to recognise and reward team members who go above and beyond in their daily roles.

Key Responsibilities In this role, you will provide support to maintenance contractors and customers via telephone and email using our proprietary software. Your daily duties will include:

• Customer Resolution: Managing caller expectations and responding to email enquiries with a "right first-time" approach.
• Workflow Management: Handling administrative tasks and personal workloads in strict alignment with client SLAs.
• Data Integrity: Maintaining accurate records within our system to support reporting and accounting requirements.
• Proactive Communication: Acting as a proactive link between internal departments and external stakeholders.
• Ownership: Using active listening and effective questioning to take full responsibility for every inquiry.
• Collaboration: Working as part of "one team" to meet business objectives and sharing insights to improve the overall customer experience.

• Background: At least 2 years of experience in a customer service environment.
• Education: Minimum of 5 GCSEs (Grade C/4 or above) including English and Maths.
• Technical Skills: Proficiency in Microsoft Word and Excel, with the ability to interpret technical documentation.
• Communication: Exceptional verbal and written skills, with a high level of attention to detail.
• Mindset: A passion for problem-solving, a desire to learn, and a commitment to putting the customer at the forefront of every action.

• Benefits: Following a successful probation period, you will receive a comprehensive package including a pension scheme, healthcare, and death-in-service benefits.