Helpdesk Operative

Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve if you work for us.

Within this role as a Client Relations Advisor, you will be working with the Waste Operations Support Team to meet client requirements, whilst maintaining IT databases. This can include the below responsibilities:

- Supporting the waste operations team by processing client transactions such as; ad-hoc requests, changes to waste scheduled services and managing missed services.
- Developing an understanding of waste streams, containers, suppliers & clients to support client requests
- Logging of all transactions onto the relevant IT systems accurately to ensure full audit history
- Ensure service levels and commercial arrangements are maintained for a range of clients within the guidelines set by the key account managers and waste contracts
- Independently investigating and resolving waste management complaints to ensure SLAs are met
- Managing fluctuating workloads via Microsoft Outlook using multiple shared mail boxes
- Communicating confidently with a range of suppliers and clients to ensure relevant data is collected by month end
- Supporting the accounts payable department to resolve any invoicing queries

Additional Information
- Gross Annual Salary £21,000
- 40 hours per week, 8 hours per day Monday to Friday
- Either half hour or 1 hour unpaid lunch break at employee's preference
- 2 x 10 mins paid break each day (1 morning, 1 afternoon)
- Helpdesk operational 07:30-17:30 - specific working hours within this to be agreed with Team Leader on start date
- Development opportunities through 4-tier Department Banding Structure
- Agile Working Pattern with a mix of Office/Home working, however during New Starter Training full time office based (this is adapting in accordance to Government advice)

**Qualifications**

**Essential**
- Has excellent customer service and complaint handling skills
- Can develop and maintain client and supplier relationships
- Become a key player within our Operations Support team
- Has a flexible and keen approach to work with a ‘can do attitude' at all times
- Can communicate with people across all levels externally and internally
- Is committed to improving their knowledge and skills within the waste industry
- Is able to work under pressure to maintain business critical SLAs
- Can prioritise and multi-task

**Desirable**
- Experience of working with a supplier base
- Negotiation skills
- Resilient when faced with demanding clients

**Job Overview**

In your new role as a Helpdesk Operative you will manage requests coming through to the helpdesk, ensuring that these are all dealt with within target times. You will answer calls within an agreed number of rings, raise tasks and log information onto the database, as well as assign relevant employees to each request. You will produce reports as required and support departmental colleagues, ensuring that they are well informed.

**What we are looking for**

In order to be successful in this role you should have experience within a similar role. You will have good working knowledge of Microsoft packages and PC's, with excellent written and verbal communication. You will also have a positive can-do attitude with the ability to work well under pressure to ensure deadlines and targets are met.