Maintenance Hub Agent

5 months ago


Walsall, United Kingdom Poundland Full time

**About the opportunity**:
We are recruiting for a Maintenance Helpdesk Agent to join our facilities team at our Customer Support Centre based in Walsall. The Helpdesk Agent will deliver amazing service to our customers and colleagues in all our interaction whilst ensuring that all maintenance calls are dealt with in line with our SLA and that urgent calls are owned from inception to completion with great communication to key stakeholders delivered at all times.

The role will involve working on a four-shift basis on a rotating shift plan:
AM Shift (7am to 4pm)

Mid-8 shift (8am to 5pm)

Mid-9 Shift (9am to 6pm)

PM Shift (10am to 7pm)

You will therefore be required to work any 5 from 7 days per week. This will include weekend working (1 in 4) and Bank Holiday cover.

**What you'll be doing...**:

- Ensuring all maintenance calls are dealt with professionally and with a supportive approach
- Logging incoming calls into our concerto software
- Managing urgent calls from start to finish keeping key stakeholders up to date
- Raising purchase orders
- Chasing quotes that affect Health & Safety or are a threat to trading
- Communicating effectively with colleagues, contractors and engineers

**What you'll need...**:

- Basic knowledge of excel and word-based documents.
- Experience of working in a helpdesk/contact centre environment
- Retail experience is an advantage
- Strong planning and organisation
- Excellent written and telephone communication

**What we can offer...**:

- Competitive salary
- Potential to earn bonus
- Free on-site car park
- Onsite coffee lounge
- Discount Card - 10% discount on most purchases in store including PEP&CO
- Family Friendly Benefits
- Loyal Service Awards
- My Staff Shop - exclusive discount portal
- Apprenticeships & Career Development
- Life Assurance Cover
- Health & Wellbeing - employee assistance programme to support you
- Holiday Allowance - increasing by one day per year (up to 33 days), along with the option to purchase additional holiday (annually)
- Pension
- Birthdays are important, so each year, you can take the day off as an extra day’s holiday

**About us...**:
From one store in Burton-upon-Trent in 1990 to more than 850 across the UK and the Republic of Ireland today, Poundland & Dealz has developed a reputation for offering top brands and quality own-brand products at an amazing value. We sell everything from food and drink to DIY, pet products to stationery, not forgetting our very own fashion brand, PEP&CO. We have recently invested £45 million in the business, opened new stores and revamped existing ones. We’re on an exciting journey, and you can be a part of it.

We’re part of a much larger group in Europe called Pepco which has 3,000 stores in 17 territories serving 50 million shoppers, and the size of our business means there are so many opportunities for you to come and join us. From our retail stores to our support and distribution centres, everywhere you see Poundland and Dealz, you’ll find passionate and knowledgeable colleagues delivering amazing service to our customers. Once you’re part of our family, we’ll give you everything you need to be the best you can be, from training to coaching and mentoring. Our seven core values and seven leadership principles steer how we do business. They give us the building blocks to create a culture where everybody thrives, and sustainability is at the top of our agenda.



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