Job Overview
1. To work as part of the Helpdesk team within a commercial Contract providing operational support to teams across the UK, in a Facilities Management Environment. This is achieved by answering calls and e-mails, raising these in an efficient way to progress as reactive tasks for the operational delivery teams. To provide a world-class front-line service across all the customers within the collaboration.
Main Duties
2. To pro-actively demonstrate and work to the Company's values of People, Passion, Fresh Thinking and Exciting Futures
3. To answer calls, raise tasks, log concise/useful information within the contractual work management system and assign to a central planning function.
4. To carry out all work in line with pre-determined service level timescales.
5. To manage the day to day running of the helpdesk work distribution, planning and contingency management.
6. To take a proactive approach to customer liaison and ensure concerns are dealt with or relayed to line management promptly.
7. To understand and complete all work-related documentation accurately and on time.
8. To understand and comply with policies and procedures.
9. To manage work orders in appropriate manner ensuring service team lead is aware of all situations and escalations.
10. To comply with all Health and Safety policies and procedures.
11. To attend and fully participate in training and appraisal activities as required.
12. To ensure any escalations are expedited in a timely fashion to adhere to the contractual obligations.
13. To understand and complete all work-related documentation accurately and on time.
14. To understand and comply with policies and procedures.
15. To carry out work in a safe and diligent manner.
16. To undertake additional duties in line with capabilities as required.
17. Building controller duties and associated training will be provided for this role, on completion of training you will be added to the rota.
18. This is an onsite role.
19. The Helpdesk is manned from 07:00 to 17:00 each day it is expected that your are flexible within these hours to ensure adequate coverage within the team.
What we are looking for
20. Excellent, demonstrable customer management experience and proactive approach.
21. Holds relevant qualifications/certificates (e.g. NVQ in Customer Service, Administration or equivalent) or has relevant Customer Helpdesk experience.
22. Able to operate a Helpdesk system or equivalent IT skills.
23. Able to remain calm when dealing with calls in a pressured environment.
24. Team Player with ability to work under own initiative when required.
25. Strong numeracy and literacy skills, and strong commercial awareness.
26. Able to understand and act on both verbal and written instructions/procedures.
27. Excellent listening and questioning skills.
28. Able to remain calm when dealing with calls in a pressured environment.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Ashish Gautam at .