Job Description

Our client is a well established Facilities Management provider to the MoD based on Tidworth Garrison in Wiltshire.

As Helpdesk Operator you will be the first point of contact dealing with customer telephone enquiries.

Key Responsibilities:

• Adhere to company Health, Safety & Environmental policies and procedures.
• To understand and apply FM contract knowledge (including a variety of performance indicators) to ensure calls are logged accurately into IFS.
• Provide a central node / communication centre to assist with all incidents / military exercises.
• Accurately log information within Case, an administrative module within IFS used for bookings, incidents, complaint / compliments, military exercises.
• Produce accurate reports for partners and other departments.
• Accurately enter all incidents into the business incident reporting system (OSHENS) along with following any escalation practices.
• Provide administrative support to other departments within the business.
• Build strong working relationships with staff, ensuring priority jobs are allocated and responded to within the relevant timescale.
• To undertake relevant training as and when required.
• To conduct customer call backs periodically in line with Helpdesk Supervisor instruction.
• To carry out any other duties as reasonably required by management.

Qualifications & Experience:

• English Language and Maths GCSE grade C or above
• NVQ or equivalent in Customer Service (desirable)
• Proven experience of working in a customer service environment.
• Proven ability to work in a team
• Very good interpersonal skills both internally and with customers
• Excellent telephone manner
• Proven ability to work to targets and deadlines
• Proven ability to work unsupervised and under pressure
• Experience in all Microsoft packages
• Strong administration skills
• Full UK Valid Driving Licence

NB. This is a permanent shift based opportunity working a 37.5 hour week. Shift patterns range from 07:00 to 15:00 / 15:00 to 23:00 / 23:00 to 07:00. Generally this is Monday to Friday, however some weekend cover will be required.

Benefits: 25 days holiday, Excellent pension & Life insurance options, Continuing professional development, plus a selection of in-house extras.