Location United Kingdom London Working Location Category Remote About Us Macro is a recognised global specialist in facilities management, providing cutting-edge services to some of the most prominent brands offering workplace design, helpdesk services, interim property management, and providing solutions to making buildings healthier, smarter and sustainable by using advanced technological solutions. We are driven by a commitment to excellence in everything we do. Our values—Drive for Better, Delight Customers, Do What’s Right, and Develop People—shape our culture and guide our decision-making. Our strategic priorities focus on Everyday Excellence, Outstanding Experience, and Everlasting Impact. Join our team to contribute to an organisation that prioritises innovation and technology. Experience the perfect blend of opportunity and community, where you will benefit from a supportive and people-focused culture. About The Role The main purpose of this role is to ensure customer satisfaction at all times. Key Responsibilities Handle all telephone calls in a professional, prompt, and courteous manner. Respond to emails accurately and promptly. Maintain a high level of customer service while managing helpdesk calls using the provided systems. Ensure timely and accurate call transfers, task logging, and follow-ups. Follow up on outstanding events. Contribute positively to the team’s achievement of established performance targets. Adhere to company policies and procedures at all times. Perform all duties relevant to the assigned shift. Maintain and deliver appropriate quality standards and processes consistently. Keep accurate records of all helpdesk calls. Respond to client emails efficiently and articulately. Assist with general team administration and ensure all documentation is up to date. Report system faults promptly. Respond to client requests and escalate complaints when necessary. Proactively seek client information. Liaise extensively with contractors and customers. Use appropriate language and terminology at all times, especially around the operational desk. Promptly read and respond to management communications as required. Please note: This is a maternity cover position offered on a fixed-term contract of 11 months. About You The ideal candidate will have: Essential Ability to cover out-of-hours shifts when requested by their line manager. Experience in helpdesk telephony and/or customer service activities. Strong communication skills with clients, contractors, and other stakeholders. Working knowledge of IT tools, including MS Windows, Excel, Outlook, internet browsers, and system databases. Reasonable typing speed. Fluency in English (speaking, listening, and writing). Awareness of workplace health, safety, and environmental issues. Flexibility in the event of system failures or the activation of disaster recovery procedures. Educated to GCSE level, including English at grade C or above. Desirable: Awareness of building and switchboard services. Familiarity with facilities management operations. The ideal candidate should be able to demonstrate the following competencies: Polite and professional telephone manner. Punctuality. Ability to remain calm under pressure. Capacity to follow instructions and retain information. Strong coordination and organizational skills. Logical thinking. Clear and articulate communication. Problem-solving ability. Ongoing awareness of customer service requirements. Team player mindset. Ability to work independently and use own initiative. Willingness to contribute to team discussions. Discretion and sensitivity when handling commercial information. Diversity Statement We want to create a workplace where everyone feels safe to bring their whole selves to work. We recognise that every individual has different needs. This is Me is Macro’s EDI campaign, a commitment to understanding and supporting those needs, both professionally and personally. Our aim is to help identify and acknowledge individual needs that may impact work-life experience. It’s about being proactive, learning from one another, and creating a supportive space that encourages growth and productivity. Should you need to discuss any reasonable adjustments or require guidance about our recruitment process, please contact careers@macro-group.com to speak to a member of our team.