Customer Service Helpdesk Advisor Halifax, England
Job description
MSL Property Care Services Ltd is one of the UK’s leading and fastest growing FM service providers, offering a full range of Reactive, Compliance and Projects services throughout the UK.
A leading Facilities Maintenance provider based in Halifax requires an experienced Helpdesk Advisor to work within a team of 6. Under the direction of the Helpdesk Manager and Team Supervisor, the successful candidate will be involved with all aspects of processing maintenance requests received from the teams allocated customers. The primary objectives are to ensure work orders are processed within set KPI's and to ensure an excellent customer experience is provided at all times.
Salary Package:
- Starting salary £21,424 - £22,464 pa - potential earnings of £25,000 - £26,540 pa within 12 months (including Bonus and overtime)
- Plus, overtime on a rota basis (1 in 3 Saturday and or Sunday) with additional overtime available
- 21 days holiday + Bank holidays
- Monthly Bonus Scheme
- Life Assurance Package
- Medical Expenses and Health support through Medicash platform
Working hours: Monday – Friday, 8.00am – 6pm
The ideal candidate will have:
- Excellent customer service and telephone skills, along with good knowledge of excel spreadsheets and Outlook
- Strong interpersonal skills, logical/methodical thinker and the ability to work under pressure and to timescales are essential to be able to work effectively with staff at all levels within the business
- Experience in scheduling work/planning/coordination of engineers is ideally desired but not essential.
- Experience in working with CAFM systems advantageous but not essential
- Intermediate Excel spread sheets knowledge.
- Good sickness/absence record (within Company expectations),
- Communicate effectively to both senior management and team members,
- Ability to propose positive change effectively within the team,
Commitment to MSL's Vision & Values:
The aim is to achieve the company’s vision of being the “most respected property maintenance and FM services brand.” In a manner consistent with the company’s 3 core values (Recognition, teamwork, environment).
Main duties and responsibilities:
- Liaising directly with customers and engineers by phone and email
- Assist with arranging scheduled appointments and repairs.
- Updating customer account records accurately, managing customer’s expectations throughout a job’s life cycle. This will directly involve the coordination and conflict resolution of reactive maintenance activities, whilst minimising the disruption of services with the customer.
- Progress chasing jobs to ensure work is completed in the time frame requested and ensuring both MSL’s in-house, plus any customer-based systems are updated with job notes and details.
- Completion of quotes and actively gaining customer approval to maintain/improve quote conversation
- Maintaining excellent relations with both customers and engineers
- General office duties
Job Types: Full-time, Permanent
Salary: From £21,424.00 per year
Benefits:
- Cycle to work scheme
- Gym membership
- Life insurance
- On-site parking
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
Work Location: In person
Reference ID: Helpdesk
