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Helpdesk Customer Service Administrator

5 months ago

Didcot, United Kingdom Science and Technology Facilities Council (STFC) Full time

**Science and Technology Facilities Council**
**Salary: £28,498 to £29,922 (dependent on skills and experience)**
**Contract Type: Permanent**

**Hours: Full-time (flexible working available)**
**Location: Rutherford Appleton Laboratory Harwell, Oxfordshire OX11 0QX**

**Closing date: 21st March 2024**

Together, our scientist, technologists, engineers and business support team explore the unknown and turn what they find into work that changes the world around us. Whether it’s sending probes into space or finding new ways to treat cancer, everyone here plays a vital role in making a positive difference to society.

Come and discover how much you can achieve when you’re surrounded by world-leading experts, encouraged to constantly learn and empowered to explore your curiosity.

As part of the Helpdesk Team, this core role is key to the day-to-day provision of a diverse range of Estates related services, delivering high standards of service to Customers, Colleagues, Contractors, Visitors, Tenants and wider campus users.

This post will include a range of responsibilities/activities including, entering of work requests for reported faults/breakdowns across site, analysing and proactively chasing outstanding work requests, assisting with a diverse range of requests.

Working collaboratively and effectively with contractors, team members and those from other teams, the postholder will provide a proactive, professional and effective service to all customers ensuring their expectations are managed and appropriately actioned.

As a member of the STFC Estates Services department, the post holder will proactively support the Estates remit to deliver flexible, customer focused and efficient services that support the delivery of STFC’s vision, values and objectives. The Estates Services teams need to be agile and able to adapt to the ever-changing needs of our diverse customer base, therefore, it is expected that the post holder will demonstrate a flexible and adaptable approach.

**Role Remit and Responsibilities**
- Act as point of contact with customers of all levels via all means of communication
- Enter work requests on CAFM system, ensuring the input of full and accurate data is loaded
- Provide first level triaging and prioritizing of work requests
- Work closely with Estates Service teams to ensure work is progressing and highlight any potential issues which require feeding back to the customer
- Assist in obtaining quotations and raising of requisitions, recharging works where necessary
- Adhere to all departmental procedures and standing operating processes
- Assist with the scheduling of planned maintenance works for contractors, liaising with both contractors and building supervisors to obtain and agree access
- Attend and participate at meetings, take actions and professionally representing the Helpdesk
- Provide general and project related support for the Estates Services teams when there is a need to assist as necessary
- Contribute to the continuous improvement of the Helpdesk and business processes to secure customer focus
- Undertake appropriate training on the CAFM system, associated processes and customer focused service delivery
- Champion the Estates Services in a positive and helpful manner
- Any other reasonable project or administration requests.

**Corporate Responsibilities**

Provide a professional and effective service and respond to corporate requirements as requested, helping to maintain the excellent reputation held by STFC. Contribute to wider campus activities.

**Person Specification**

**Qualifications**
**Essential**
- 5 GCSEs (including English and Maths, grade C/level 4) or other equivalent qualifications

**Knowledge and Experience**
**Essential**
- Good numeracy and literacy levels
- Must evidence recent and relevant experience in a customer service environment
- Must be able to work well within a team and with minimum supervision
- Able to work adeptly and switch between priorities and tasks and meet deadlines
- Ability to use, create and adapt spreadsheets for task and project related purposes, to manipulate and organize data
- Excellent scheduling and organizational skills

**Desirable**
- Knowledge of estates/facilities systems.

**Personal Skills and Qualities**
**Essential**
- Must be able to communicate effectively at all levels, both verbally and in writing
- Outstanding customer focus and professional attitude to service delivery
- Proactive and able to use own initiative
- Desire to find solutions and problem solve
- Ability to cope under pressure
- Actively engage in change
- Evidence of continuing professional or personal development.

STFC values their employees by offering a benefits package designed to provide an excellent work/life balance including 30 days’ annual leave, 10.5 public and privilege holidays, flexible working hours, exceptional average salary pension scheme, social and sporting activities and societies and a subsidised restaurant.

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