Client Response Team Operator

For 30 years Linaker has specialised in the creation and maintenance of tailor-made business environments. Having shaped workspaces for a wide range of businesses across the country, Linaker's heritage lies in our ability to design and regulate unique spaces that truly work.

Linaker was founded upon three core values: trust, reliability and care. We are not just a service provider, rather an essential part of our clients' architecture and, ultimately, an extension of your business, a part of one team.

The last couple of years has seen Linaker grow exponentially and 2025 is no exception. Our client base continues to grow month on month and as a result we are now looking for a talented Client Response Team Operator to join us on our upward journey.

ABOUT THE ROLE 

You will be the primary contact for all maintenance requests and client service queries, coordinating jobs and working with internal teams and contractors to ensure efficient progress and accurate logging.

As a Client Response Team (CRT) Operator, you will handle both reactive and proactive repair needs for a wide range of clients across the UK.

WHAT YOU WILL BE RESPONSIBLE FOR 

• Serve as the primary contact for helpdesk enquiries by phone and email.
• Accurately log maintenance issues and requests in the job logic system.
• Manage urgent works P1s from initial contact to resolve.
• Track job progress and update notes for clients, engineers, and stakeholders, ensuring precise records on the system.
• Meet or exceed SLAs and KPIs.
• Add information and mitigation for jobs not completed within client SLAs for review and improvement.
• Review completed documentation to confirm scope and raise related jobs or quotes if needed.
• Liaise with subcontractors and suppliers for updates, quotes, and reports.
• Help produce internal and client reports and data.
• Escalate unresolved or urgent issues to the champion or management team.
• When required, prioritise and allocate jobs to the appropriate engineers or subcontractors based on urgency, skillset, and location.
• Build strong relationships internally and externally.
• Maintain the company's reputation and carry out additional duties to meet moral and legal obligations.
• Work collaboratively with teams to improve client experience and decrease escalations.

WHAT WE ARE LOOKING FOR 

• Good basic written and numerical skills and comfortable working with Microsoft office.
• Exceptional customer interaction skills, quick thinking and an enthusiastic person who is a confident communicator.
• Ideally experience of working in a fast-paced helpdesk.
• A bonus would be if you have experience working for a service provider with an understanding of SLA's, KPI's, compliance, quote turnaround etc. (not a dealbreaker if you don't).
• Previous experience of working to deadlines and multitask.
• A background / understanding of general engineering practices (a nice to have but not essential).
• A natural problem solver, who thrives under pressure. Can stay cool and calm in the face of adversity and can demonstrate empathy when overcoming challenges.
• Strong relationship management skills – internal and external.

THE PACKAGE

• Core Hours on a rotational shift pattern: Monday to Friday between 7:00am - 19:00pm with occasional weekend work
• 1 x day of home working 
• Competitive starting salary with annual pay reviews.
• Opportunity to earn overtime.
• Plenty of opportunity for progression.
• Full training by a supportive friendly team.
• Auto enrolment in the company pension scheme.
• Modern, comfortable offices with an endless supply of coffee and tea.
• Free parking but also accessible via public transport.
• Lots of fun with various team nights out and annual summer conferences.
• Health care and medical insurance available after qualifying period.