Helpdesk Operator

Responsive Personnel are working once again with our Stratton client who are looking recruit x2 Helpdesk Operators in their Swindon office on a full time, permanent basis

**Essential Qualifications**:

- English Language and Maths GCSE grade C or above
- Minimum of 1 years’ experience in successfully working in a customer service role
- IT Literate.

**Desirable**:

- Experience of working to targets
- FM knowledge or experience
- Working with IT databases

**Experience and Skills**:

- Excellent Customer Service skills and the ability to deliver a service with strong customer focus.
- Able to communicate with Clients, suppliers, colleagues, and management.
- Strong team player but also able to work on own initiative
- Work towards achievements of targets
- Able to think proactively with the ability to multi-task
- Strong operational contract focus
- Approachable individual with a professional manner
- Methodical in approach to tasks
- Proven ability to work unsupervised and under pressure
- Working knowledge of telephony and communication systems
- IT literate including Word, Outlook, Excel
- Full security clearance, or be able to obtain security clearance

**Special Working Conditions**:
This role is completed on a 4on4off shift rotation; Day = 0630hrs - 1500hrs, 1330hrs - 2200hrs & Night = 2200hrs - 0630hrs.

**Core Responsibilities and Duties**:

- Providing a high level of customer service with a professional and knowledgeable approach on all customer interactions aiming to exceed customer expectations.
- Contribute to delivery of the contract during all interactions with customers and Authority members by focusing on first contact resolution.
- Using the tools and systems available to accurately collate and record all relevant details of requests, providing accurate and relevant information, monitoring, and escalating incidents to achieve agreed service level whilst also keeping customers informedof status and progression of all requests.
- Responsible for the co-ordination of customer service requests to be sent out to the supply chain and chasing progression of requests.
- To enhance the customers perception of the service by exceeding their expectations and delivering solutions in a customer focused and a timely manner.
- To monitor action and escalate incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution. Handling and actively resolving any customer issues according to the customer complaints process.
- Achieve individual quality targets set for all customer interactions by delivering in all areas, soft skills, and process. Taking on board feedback provided by the Quality Assurance team and/or NSH management and using this to improve performance.
- Take ownership for own performance by actively seeking opportunities to improve and develop.
- Actively participate in quality feedback, coaching, workshops, and training sessions.
- To take action to keep up to date with changes to the contract by using the Knowledge Base, contracts, and other tools available.
- Complete ad-hoc tasks as directed by the NSH Management team in line with business requirements.

**Competencies**:

- Communication - establishes communication channels, actively listens, clarifies, gives/seeks feedback that is open, honest, clear, and concise.
- Focus - on the customer experience and service delivery of the highest standard
- Team Orientation -collaboration with all stakeholders and a desire to succeed
- Agility - rapid, flexible, and adaptable approach to changes
- Mutual Trust - builds positive relationships, approachable to all staff, shows respect and tolerance

Location: Stratton

Pay: £24,000 p/a

Hours: 4 on 4 off shift rotation

Day = 0630hrs - 1500hrs, 1330hrs - 2200hrs

Night = 2200hrs - 0630hrs