Job Description

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1. The Role: A Bridge Between Service and Solution

We are a dedicated service partner for one of the UK's leading hotel chains, acting as the crucial link between their properties and a network of maintenance contractors. Our contact centre is the heart of this operation, ensuring facilities are safe, functional, and well-maintained.


We are seeking a motivated and inspiring individual to join our team of helpdesk agents. This role is pivotal in ensuring we deliver an efficient, professional, and empathetic service. You will be the first point of escalation for complex issues and support the management team performance measures with reporting and marking, sitting between the front-line agents and the centre's management team.


This role requires flexibility to support our 24/7 operations. You will be required to work evenings and weekends as part of a team rota.

2. Key Responsibilities

Team Support:

+ Provide daily support to a team of Contact Centre Agents to help them achieve their potential, prioritise routine and urgent tasks and provide training as required. + Act as the primary point of contact for your team, handling queries and providing guidance on operational procedures, escalating to management when required.

Operational Excellence:

+ Support team workloads and priorities to ensure all incoming jobs (via phone and email) are logged, allocated, and resolved within agreed Service Level Agreements (SLAs). + Act as a key escalation point for complex or sensitive issues, liaising between hotel managers and contractors to find effective resolutions.
+ Monitor team performance through key metrics and provide constructive feedback to the management team.

Stakeholder Management:

+ Build and maintain strong professional relationships with key contacts at the hotel chain and our primary contractor partners. + Champion a "customer-first" attitude, ensuring your team understands the impact their work has on the hotel guest experience.

Quality & Continuous Improvement:

+ Conduct quality assurance checks on calls and case logs, identifying training needs and areas for process improvement. + Contribute to the development of team procedures and knowledge base articles to enhance efficiency and consistency.

Training Support:

+ Champion the continuous development of the team by delivering training on our systems, operational processes, and service standards. You will support onboarding new agents and develop existing agents to enhance their skills and ensure high performance. + Facilitate the smooth integration of external stakeholders by delivering training and onboarding sessions. You will ensure new contractors and hotel staff are confident and proficient in using our systems.

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3. Person Specification: The Skills You'll Bring

We believe the best people can come from a variety of backgrounds. We are focused on finding someone with the right core skills and attitude, rather than specific industry experience.

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Essential (Your Core Strengths):

Resilience:

You know how to maintain a calm and positive mindset in a fast paced dynamic environment and lead by example.

Exceptional Communication & Interpersonal Skills:

You can communicate clearly and confidently with a wide range of people, from front-line staff to senior managers and external suppliers. You are skilled at de-escalating tense situations and building rapport.

Strong Problem-Solving Abilities:

When faced with a complex issue with no obvious solution, you remain calm and can think logically to coordinate a response. You are not afraid to take ownership of a problem.

Outstanding Organisational Skills:

You are adept at prioritising tasks, managing your own time effectively, and helping your team manage their workload to meet deadlines.

A Passion for Great Service:

You understand the importance of delivering a high-quality service and are driven to ensure client satisfaction.

IT Proficiency:

You are comfortable using standard office software, and can quickly learn new systems and platforms.
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Desirable (What Sets You Apart):

Experience working within a contact centre or helpdesk environment. An understanding of Service Level Agreements (SLAs) or Key Performance Indicators (KPIs). Experience in a role that involves coordinating between a client and third-party suppliers.
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4. What We Offer

A competitive salary and benefits package. A structured training programme on our systems and the facilities management industry. Genuine opportunities for career development and progression. A supportive, close-knit team environment where your contribution is truly valued. 25 days annual leave to start increasing every full financial year employed to a maximum of 30

Please note:

This role requires a basic DBS check