Helpdesk Operators

4 days ago

Glasgow, United Kingdom Exclusive FM Full time

**Job Title: Helpdesk Operators**

**Location: Gorbals, Glasgow, G5 0US**

**Salary: £20,500 + pension, medical, death in service, 33 days holiday + once you have passed your probation you will get a 10% ASDA Discount card**

**Full Time - Monday to Friday - 37.5 hours a week**

**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

**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)

**Job Types**: Full-time, Permanent

**Salary**: Up to £20,500.00 per year

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Application question(s):

- Are you computer literate?
- Do you have minimum 1 - 2 years’ experience working in a call centre?
- Do you have excellent verbal and written communication skills?

Work Location: One location

Reference ID: Helpdesk Operators - Glasgow

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