Helpdesk Operator

e2m specialises in providing electrical, mechanical, building and joinery services for a broad range of clients. These clients range from the care industry to some of the largest operators in the hospitality business. In addition, e2m has delivered projects including new builds and full refurbishments across all sectors from retail to industrial.

It is our ambition to make e2m a great place to work. We aim to treat our colleagues with respect and support their development. Everyone connected with e2m contributes to our success, cares about performance and strives to be the best they can be.

This is a key role to e2m. It involves working as part of a busy Helpdesk team. The priority is to respond according to reactive requests from clients for maintenance and breakdown support. To help coordinate a team of engineers based on skill and geographical area to complete the work according to contractual Service Level Agreements (SLAs).

**key responsibilities are to**:

- Effectively manage a significant workload in a fast-paced environment Analyse jobs, both reactive and PPM and allocate to the correct engineer resource based on location, skill, priority, and customer requirements.
- Prioritise numerous competing tasks; continuously monitoring the progress of work whilst communicating any delays to the relevant people.
- Work in conjunction with the Operations/Delivery Managers/ Clients to ensure seamless management and delivery of contracts.
- Escalating customer complaint/escalations through the relevant processes.
- Ensure clear and concise quality updates are reflected on the tasks to show true job progression. Reporting any scheduling issues or call progression problems to the relevant person as appropriate.
- Deliver an outstanding level of client experience at all times.

Ensure the highest standard of courtesy and integrity when interacting with clients, suppliers and members of the public, putting yourself in the clients shoes in order to deliver the highest level of experience.
- Actively set out to achieve and exceed departmental objectives.
- Establish strong relationships with clients built on trust, ensuring that all interaction with the them is simple and transparent.
- Ensure clear, accurate and branded communication through all contact channels.
- Aim to deliver ‘Magic’ in our client service.
- Ensure a clean and safe working environment.
- Any other duties commensurate with the post.

**The characteristics required are**:
We require people who want to be the best. Wanting to be the best is not enough though. You must also have the skill, attitude and energy to help us make it happen. How you contribute to our positive culture, our desire to deliver for our clients.

In addition to the above, this role also requires you to have the following:

- A ‘can do’ attitude with a ‘winning’ mentality.
- Experience working within a Scheduling/coordination/dispatching environment essential, FM experience is advantageous but not essential.
- Drive and determination to be the best.
- A client centric approach, always striving to deliver service above client expectations.
- Ability to organise is essential
- Knowledge and experience of reactive maintenance is desirable.
- Excellent verbal and electronic communication skills a prerequisite.
- A great team player
- The ability to use electronic systems.

Work Remotely
- Temporarily due to COVID-19

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

**Salary**: £16,911.58-£21,030.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Wakefield WF1 1UH: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Maintenance: 1 year (preferred)