Job Title
Helpdesk Operator
Shift Pattern
4 on 4 off rotation, 7am-7pm (days)
Hourly Pay Rate
£12.60 p/h
Location
Mitie | Mitec, 1st Floor, Unit 9, Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY
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 – i.e., 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
* This role is site based only.
Essential Qualifications and Requirements
* A minimum of one year's customer service experience in a customer‑facing role is required.
* Applicants must have a 5‑year checkable history.
* You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.
Benefits
* We will consider flexible working requests from day one of employment.
* Our market‑leading flexible benefits scheme provides you with benefits that suit your lifestyle.
* We have a virtual GP on hand for you and members of your household – 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 benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
* 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 is the greater of your equivalent annual salary or a minimum of £10,000 – giving peace of mind for your dependants.
* We also offer 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 £10,000!
* 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.
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