Job Description

Position overview:
Working within Technical Services Customer Operations Helpdesk, in a fast paced and challenging environment providing Facilities Management support and Customer service 24/7, 365 days per year. Working 7pm till 7am 4 on 4 off shift pattern.
Part of a team who are the central point of contact for customers and operational colleagues.

• Delivering excellent customer service through various channels of communication ensuring that business objectives are met in a professional and confident manner.
• Meeting specific individual objectives to achieve set Service Level Agreements (SLA's) and Key Performance Indicators (KPI's) in line with contractual obligations.
• Liaise with customers, operational staff and management to resolve queries and issues in a timely manner to assist with the smooth running of the Helpdesk.
• Support, engage and interact with colleagues in a positive and engaging way making CG&D a great place to work.
• Be aware and adhere to our policies, procedures and working practices by undertaking relevant training to ensure a safe and compliant working environment.
• Adherence to a working schedule as defined by your Team Leader working flexibly in order to meet our customer requirements.
• Actively participates and has a can-do attitude in team meetings, always offering suggestions to resolve issues/problems.

Main duties

• Dealing with all customer contacts in a professional manner, taking ownership to ensure effective and timely resolution and supporting complaint resolution where issues arise.
• Respond to all customer requests within specific contractual / procedural timescales in order to meet agreed KPI's and SLA's.
• Accurately record all jobs (raise, assign, progress and complete) within the Helpdesk system accordingly, ensuring that the jobs are subsequently delivered in the most efficient and effective way.
• Adhere to relevant policies, procedures, approval process and other working practices to maintain compliance for audit purposes.
• Appreciate and understand specific contract obligations in order to eliminate potential errors in administration of jobs.
• Ensure that engineer attendance is monitored daily by regular liaison with engineers and subcontractors in order to identify potential breaches to job completion.
• Achieve call handling targets and quality standards at all times, providing a knowledgeable and confident response thereby aiming to exceed customer expectations and contribute to the delivery of the contract.
• Monitor, action and escalate incidents as appropriate to ensure that agreed service levels are maintained, keeping key stakeholders informed of job status through to resolution.
• Actively seek opportunities to highlight where ways of working can be improved to make for a better customer or colleague experience.
• Undertake relevant training as and when required, to ensure knowledge and understanding making sure levels of capability are maintained in order to fulfil duties.
• Listens to and talks to others to break down barriers and find ways to resolve conflict.

Person Specification

• Experience of working preferably within a Customer Service environment.
• Experience of working preferably within a target driven role, or high pressure service delivery environment.
• Keen sense of ownership, taking responsibility for their own performance and maintaining a positive attitude at all times.
• Strong team player - cooperative and willing to assist others by sharing knowledge and expertise
• Ability to work on own initiative.
• Confident user of IT systems, including proficiency in MS word, MS Excel and MS Powerpoint and comfortable with numerical reasoning.
• Well organised, driven and flexible with the ability to multi-task and manage competing demands to deliver tasks on time.
• Able to apply a logical approach to solving problems.
• Able to remain calm under pressure and can communicate effectively across all levels.
• Ability to listen attentively and probe accordingly in order to accurately capture important information .
• Excellent attention to detail
• Demonstrable ability to show empathy and superb interpersonal skills
• Skillful in dealing with challenging customer queries in a compassionate and sympathetic manner.
• Able to embrace and adapt to change and learn from experience.

Skills Required