Overview
* 40 hours per week
* You will be required to complete MET Police clearances
* Must have 5 years UK residency
* Flexibility is needed for this role (possible rotational shift or fixed hours depending on business needs)
* £26,988 per annum (bonus £1000 on segment targets)
* Sodexo rewards and benefits
What you'll do
* Respond quickly and efficiently to incoming telephone, email, and system queries in line with service level agreements (SLAs).
* Accurately log all calls, including caller details, problem severity, and required actions in the CAFM (Computer Aided Facilities Management) system.
* Monitor the Building Management System (BMS) during out-of-hours shifts (evenings, nights, weekends, public holidays) and escalate critical faults appropriately.
* Prioritise and escalate service requests as needed, using logic and sound judgment to determine urgency.
* Support contract and service delivery teams by helping minimise service level impacts and fulfilling contractual obligations.
* Collaborate closely with team members in a respectful and solution‑oriented manner.
* Work in accordance with processes, procedures, and strict information security standards.
* Contribute to a continuous improvement culture by identifying and suggesting areas for development.
* Actively participate in training, coaching, and your professional community of practice within PPS (Professional Property Services).
What you bring
* Excellent customer service skills with a calm, professional, and reassuring telephone manner.
* Proven experience in a helpdesk, call centre, or high-volume customer service environment.
* Ability to quickly learn and adapt to new systems, processes, and technologies.
* Strong attention to detail and accuracy in logging and tracking service requests.
* Ability to work under pressure and adapt to fast-moving, high-demand situations.
* Proven ability to develop and maintain productive working relationships with key customers and suppliers.
* Strong understanding and confident use of Microsoft Office tools, particularly Excel, Outlook, and Microsoft Teams.
* Willingness to work shifts, including nights, weekends, and public holidays.
* A mindset aligned with the client's core values: professionalism, integrity, courage, and compassion.
What we offer
Working with Sodexo is more than a job; it's a chance to be part of something greater. You'll belong in a company and team that values you for you; you'll act with purpose and have an impact through your everyday actions; and you'll be able to thrive in your own way. In addition, we offer:
* Mental health & wellbeing support
* Employee Assistance Programme for personal, legal, and financial advice
* 24/7 virtual GP & lifestyle rewards
* Discounts for you & family
* Financial tools & retirement plan
* Cycle to Work & Paid volunteering day
Ready to be part of something greater? Apply today!
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