Our well established client is currently looking for a Helpdesk Operative to join them, initially until April
Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below.
16.00 - 19.00, Monday - Friday
Key Responsibilities/Accountabilities
Ensuring all calls are answered within the KPI 97% of all calls within 8 rings of the telephone, respond to electronic (email) requests within 5 minutes of receipt into the HD Mailbox
Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments, using the CAFM system
Ensure service requests are passed on to the appropriate department, monitoring and recording progress in dealing with them
Dealing with client representatives such as Trust/Client Management Team, Clinical Leads, All NHS Trust Staff and All Management
Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments, using the CAFM system
Provide accurate information to callers promptly, so thatHard FM Team comply with contractual response times
Coordinating the daily work flow between allServices Team (Housekeeping, Hard FM, Porters).
Proactively manage all Service Requests and Tasks, obtaining accurate information from all Services Team (Housekeeping, Hard FM, Porters).
Source any additional information in order to respond to Trust staff enquiries accurately and efficiently
Proactively provide customers with information on outstanding work requests
Ensure service requests are passed on to the appropriate department, monitoring and recording progress in dealing with them
Refer enquiries that cannot be dealt with to the appropriate individual or body using the agreed communication lines
Undertake general administration to support the department, ensuring all service standards are met.
A flexible approach to service provision is essential and the contents of this job description may therefore require amendment from time to time in line with working requirement
Skills / Qualifications:
* Experience of working in a Call Centre or Similar Environment
* Sound Knowledge of CAFM Systems
* Accurate Record Keeping
* Strong IT skills
* Knowledge of Microsoft Office
* Educated to a High Standard
* Ability to manage shift patterns, being flexible
* Problem-Solving able to handle complex enquiries, Desirable
* Experience of working in an NHS Environment
* Level 2 Customer Services
* Level 2 Business Administration
* Experience in a Facilities Management background,
Key Competencies
- Keeping Calm Under Pressure
- Courteous and Friendly manner at all times
- Excellent Written and Verbal Communication Skills
- Good Attention to Detail and Organisational Skills
- Customer Service Experience
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