Our well-established client is currently looking for a Helpdesk Operative to join them, initially until April.
Hours: 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, and 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.
* Provide accurate information to callers promptly, so that Hard FM Team comply with contractual response times.
* Coordinating the daily workflow between all Services Teams (Housekeeping, Hard FM, Porters).
* Proactively manage all Service Requests and Tasks, obtaining accurate information from all Services Teams (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.
* 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 requirements.
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 and be flexible.
* Problem-solving ability 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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