Job Description

Job Category: Service
:
The Engineering Help Centre Advisor is crucial for delivering exceptional customer service and resolving issues for stakeholders across Heathrow. As the first point of contact, you will operate telephone, digital and administrative communications with efficiency. The main responsibility for this role includes using various computer systems to competently manage and resolve customer issues, ensuring adherence to service level agreements (SLA's).
Your ability to communicate effectively, apply sound judgement and focus on resolutions is fundamental to maintaining operational excellence.
Please note that this is a 12 month secondment.
Responsibilities:

• This role focuses around a wide variety of computer-based systems and data. Systems include; Maximo; Works Approval; Salto; and historical databases.
• The ability to apply judgement and decide that further action or escalation is required is critical to this role.
• Providing accurate and meaningful feedback on the progress of work through a variety of mediums (including email; text messages and telephone calls).
• Communicate with a wide range of customers and internal / external stakeholders; questioning for more information. This communication will primarily be by telephone, however, face to face interaction is also key.
• Liaise with the delivery teams on an on-going basis to revise and refine work allocations to achieve the optimum use of resources.
• Ensuring all calls to Engineering Operations are answered within the required SLA's.

Qualifications:

• Confidence grasping multiple computer systems.
• Excellent customer service skills and professional telephone manner.
• Possess great communication skills (both written and verbal) and ability to communicate with all levels of staff, deal professionally with colleagues, customers and business partners.
• The ability to be flexible (may be required to work 12-hour core shifts consisting of days & nights).

Skills Required