Role Responsibilities:

• Handle all customer contacts professionally, taking ownership to ensure timely and effective resolution.
• Respond to customer requests within agreed contractual timescales to meet SLA and KPI targets.
• Accurately log, assign, update, and close jobs within the Helpdesk system.
• Liaise with customers, engineers, subcontractors, and internal teams to ensure smooth service delivery.
• Monitor engineer attendance and job progress, identifying and addressing potential delays or issues.
• Escalate incidents and keep stakeholders informed of progress through to resolution.
• Maintain compliance with policies, procedures, and audit requirements.
• Achieve call handling and quality targets while delivering a high standard of customer service.
• Support complaint resolution, demonstrating empathy and professionalism.
• Contribute to continuous improvement by identifying better ways of working.
• Actively participate in team meetings, sharing ideas and solutions.
• Complete required training to maintain knowledge, compliance, and performance standards.

Required Qualifications:

• Experience within a customer service or helpdesk environment
• Experience working in a target-driven or high-pressure environment
• Good working knowledge of Microsoft Office (Word, Excel, Outlook)

What we're looking for:

• Strong communication and interpersonal skills with the ability to engage across all levels
• Excellent attention to detail and accuracy in data entry and job logging
• Ability to work both independently and as part of a team
• Strong organisational skills with the ability to prioritise and manage multiple tasks
• Calm and professional approach when working under pressure
• Logical problem-solving skills with a proactive mindset
• Customer-focused with the ability to handle challenging queries compassionately
• Positive, flexible attitude with a strong sense of ownership and accountability
• Ability to listen actively and capture key information accurately

Desirable:

• Experience within facilities management or a maintenance helpdesk environment
• Familiarity with CAFM or helpdesk systems
• Experience working within a contractual or SLA-driven service environment