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Helpdesk Operative
Oxford
Temporary 

Your new company

A leading security and facilities management company. Their facilities management services improve the lives of millions of people across the UK, Ireland and the Channel Islands, by creating productive, safe and smooth working environments. Your new role

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 G4S 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 that G4S Hard FM Team comply with contractual response times
Coordinating the daily work flow between all G4S Services Team (Housekeeping, Hard FM, Porters).
Proactively manage all Service Requests and Tasks, obtaining accurate information from all G4S 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 requirements What you'll need to succeed  

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 What you'll get in return

World class training and development
Career progression opportunities
A unique and varied working environment  What you need to do now
If you're interested in this opportunity, please apply through this advert or for further information and a confidential discussion get in touch with Joel Powney on (url removed).
If this job isn't quite right for you but you are looking for a new position, please apply anyway and we will get in touch to discuss our latest opportunities and your next career move