Evening & Weekend Helpdesk Co-ordinator

Are you looking for a flexible second job, or a part-time role that fits around college or university?

Masterfix Property Services is looking for a reliable and customer-focused Evening & Weekend Helpdesk Co-ordinatorto support our customers and engineers outside normal office hours.

We provide property maintenance services across London and the surrounding areas, supporting residential developments, commercial properties, managing agents and private customers. Our helpdesk operates 24 hours a day, 365 days a year, so we’re looking for someone who can become an important part of our out-of-hours team.

The Role

You’ll be the first point of contact for customers requiring assistance during evenings and weekends.

This isn’t just about answering the phone. You’ll need to listen, understand the issue, reassure the customer and make sure the right action is taken.

Typical responsibilities will include:

• Answering incoming customer calls and emails
• Logging new maintenance and emergency jobs accurately
• Assessing the urgency of incoming requests
• Contacting and allocating jobs to our on-call engineers and service partners
• Keeping customers updated on engineer attendance and progress
• Updating jobs and notes on our maintenance systems
• Escalating urgent or serious issues to the on-call manager when required
• Following up outstanding jobs and ensuring nothing gets missed
• Providing a professional and helpful service at all times, Working Hours & Rota

This is a part-time position covering evenings and weekends.

Rotas are agreed and issued on a 12-week basis, giving everyone visibility of their working pattern well in advance.

Because our customers rely on the helpdesk being available 24/7, commitment to agreed shifts is essential. Once a rota has been agreed, we need team members who can be relied upon to cover their allocated shifts.

The role could particularly suit:

• Someone looking for additional income alongside their main job
• A college or university student looking for regular part-time work
• Someone looking for flexible evening and weekend employment

There may also be opportunities to provide additional holiday or absence cover.

Location & Flexibility

Our 24/7 Helpdesk is based in Aylesbury, Buckinghamshire.

Initial training and familiarisation will include office-based working to ensure you are confident with our systems, customers and procedures.

Once fully trained and established in the role, hybrid or remote working may be considered, depending on experience, performance and the agreed working arrangement.

Applicants should therefore be able to travel to our Aylesbury Helpdesk when required.

What We Offer

You’ll be joining a growing property maintenance business where customer experience is a major part of how we operate.

Excellent customer service skills are essential.

You don’t necessarily need to come from the property maintenance industry - we’ll provide training on our systems, processes and the types of maintenance calls you’ll be handling.

We’re looking for someone who:

• Is confident and professional on the telephone
• Communicates clearly by phone, email and messaging
• Remains calm when dealing with urgent situations
• Is organised and able to manage several tasks at once
• Has excellent attention to detail
• Is comfortable using computers and online systems
• Can work independently and make sensible decisions
• Understands the importance of keeping customers informed
• Is dependable and takes responsibility for their agreed shifts
• Can commit to an agreed rota

Previous experience within property maintenance, facilities management, housing, hospitality, call centres or customer service would be an advantage, but isn’t essential.

• Flexible part-time evening and weekend working
• 12-week rotas, allowing you to plan ahead
• Hybrid / remote working opportunities for the right person
• Full training on our systems and processes
• Support from our operational management and on-call team
• Opportunity to learn about property maintenance and facilities management
• Potential for additional hours as the business grows

Interested?

If you’re reliable, confident speaking to customers and looking for a flexible role where you can make a genuine difference, we’d like to hear from you.

Apply with your CV and a short note explaining your evening and weekend availability.

Please only apply if you can commit reliably to shifts agreed as part of a 12-week rota, as consistent out-of-hours coverage is an essential part of this position.

Pay: From £12.71 per hour

Expected hours: No less than 8.0 per week