Job Title: Helpdesk Operators Location: Gorbals, Glasgow, G5 0US Salary: £24,969 pension, medical, death in service, 33 days holiday once you have passed your probation you will get a 10% ASDA Discount card Full Time - 37.5 hours a week - working 5 over 7 days Shifts: Shifts will vary weekly between 7.00am-3.00pm, 8.00am-4.00pm and 9.00am-5.00pm We are advertising this role on behalf of our client 'City Facilities Management', they were established in 1985 and the company has grown to become one of the world's largest privately held, integrated FM companies. City FM's business model is unique, and provides work leading maintenance and engineering, technical procurement & support in dedicated partnerships with National Blue-Chip Retailers. City FM have more than 30 years of successful service delivery experience in retail, residential and commercial markets, and has a global presence with offices in UK & Europe, North America, Malaysia and Australia. City FM's culture and values are shaped by being a family-run business. They invest in their people and embrace change as they strive to innovate and improve. They create passionate teams that work across departments, businesses, and countries to deliver world class service, value and compliance to their customers. Due to ambitious growth plans with a highly respected national Blue-Chip retailer, they are actively looking to recruit a Helpdesk Operative. Job Purpose: To answer inbound calls and make outbound calls in a professional manner whilst logging and passing out efficiently all customer related faults and enquires. Monitor and manage new calls with a high focus on response times whilst following the call scripts provided capturing all relevant data to comply with Call Quality Monitoring guidelines. Ensure that all relevant administration related to the completion of your role are completed in full and in a timely manner whilst ensuring a swift and efficient service is delivered in line with the agreed service levels. Key Accountabilities: Log jobs and incidents for a major supermarket chain To ensure compliance with the call script To ensure all relevant data is obtained on each call To ensure the accurate input of data To take ownership of customer problems to conclusion To liaise with Engineers in order to prioritise calls enabling swift response times To manage after call activities to effectively manage workload and service levels The Person Have an excellent telephone manner. Great customer service skills. Excellent PC Skills - Competent user of Microsoft Word and Excel Possess excellent communications skills (written and verbal). Be self-motivated and a fast learner. Flexible and reliable. Must have minimum 2 years' experience working in a call centre Candidates must be able to work nights The Benefits Competitive rates of pay. Free on-site parking. Subsidised colleague restaurant. Full training and on-going coaching provided. 10% ASDA Discount Card (once you have passed your probation period) To apply for these roles please submit your full and up to date CV to Yvette Harding at PDA Search and Selection (url removed) | (url removed)