Job Title: Helpdesk Operator
Shift Pattern: 4 on 4 off rotation, 7pm-7am (nights)
Hourly Pay Rate: £13.60 p/h
Job Description:
Handling and processing of customer orders, enquiries and all communications
Answering all incoming calls with a professional manner
Updating all customers with professional email etiquette
Processing and maintaining customer records
Loading all reactive works on C4W with correct SLA's
Prioritising with good attention to detail all call outs received regarding SLA's
Ensuring all call outs logged have correct information within C4W - ie purchase order, reason code, loaded against correct call type, contact name & number, full descriptions of works required
Liaising with scheduling team regarding all P1 & P2's received, ensuring all are put into correct Regional unallocated pot
Uploading updates on web portals or via email - mainly job numbers via email or Maximo or any other portal
Liaising between internal departments to resolve any customer issues
Distributing engineers follow-on calls to the correct team - scheduling, procurement or amending system
Distributing follow-on calls from engineers PDA's to relevant teams/schedulers
Ensure that all procedures in place within the BMS are followed
Assist with scheduling team to achieve performance targets and SLA's are met to continue to improve and develop service teams objectives
Assist with scheduling team updates to customers
Excellent attention to detail
Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager
Carry out any other duties as requested by Management
Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months.
We will consider flexible working requests from day one of employment.