Job Title
Helpdesk Operator (14 Month FTC) at Aspire Defence Services Limited (ADSL)
Salary & Hours
* Salary: Up to £26,900 per annum
* Hours: 37.5 hours per week, no weekends
* Location: Tidworth
Job Summary
As the first point of contact, you will act as a central communication hub, supporting customers and internal teams while ensuring all calls, incidents, and requests are accurately recorded and managed in line with company processes.
What We Offer
* Annual Leave: 25 days plus bank holidays, with the option to buy and sell holiday
* Pension Plan: Contributory Company Pension Plan matched up to 6%
* Insurance: Individual life assurance and personal accident cover
* Employee Benefits Portal: Access to private medical, private dental, discounted gym membership, and discounted shopping at over 100 brands and outlets
* Reward and Recognition: Celebrate outstanding achievements
* Employee Assistance Program: Funded program with onsite mental health first aiders
Your Role
* Act as the first point of contact for customers, logging and managing calls, incidents, and service requests accurately within company systems.
* Apply contract knowledge and performance standards to ensure all jobs are recorded correctly and meet key performance indicators.
* Support communication across the business, including incidents and military exercises, acting as a central coordination point.
* Maintain accurate records, produce reports, and update systems in line with escalation processes and company requirements.
* Liaise with engineers and other teams to allocate work, improve job descriptions, and support efficient service delivery.
* Provide administrative support and conduct customer call backs while maintaining excellent customer service standards.
Qualifications and Experience
* English and Maths GCSEs at grade C or above.
* Proven experience within a customer service environment, demonstrating the ability to work both independently and as part of a team, meeting targets and deadlines while delivering high levels of service.
* Experience working within a customer service or helpdesk environment.
* Knowledge of administrative systems and accurate data entry processes.
* Understanding of working within a fast-paced environment with multiple priorities.
Key Skills
* Strong interpersonal and communication skills, an excellent telephone manner, and the ability to work under pressure.
* Strong administration skills and confidence using Microsoft Office packages.
* Ability to communicate clearly and build effective working relationships across teams and with customers.
* Customer-focused approach with a commitment to delivering high-quality service.
* Ability to understand organisational goals and adapt to change within the business.
Desirable
* NVQ or equivalent qualification in Customer Service.
* Full UK driving licence.
* Understanding of facilities management or contract-based environments.
Additional Information
* Our garrisons are tobacco-free working environments.
* Security clearance is required prior to starting with us.
* We are an equal opportunities employer and do not discriminate against protected characteristics. All candidates will be given equal consideration through our established procedures.
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