Job descriptionWe are seeking to recruit a temporary Helpdesk/Customer Service Administrator based in Warrington.
The role is initially a 3-month contract which may be extended. Working hours are Monday to Friday – 40 hours per week – shifts between 7am – 6pm – 8.5 hours per day including a 30-minute unpaid lunch break. Paying £9.34 per hour.
Provide a professional customer focussed service for all clients and customers, ensuring the highest standards of customer care and communication at all times.
Provide a professional, dedicated and customer focussed service to all callers to the client telephone line ensuring all tasks subsequently logged onto the CAFM system are to a high degree of accuracy that meets the customers’ expectations and requirements.
Schedule tasks to both internal and external resources using the CAFM system and the clients application ensuring relevant KPIs are adhered to.
Raise orders using the client ordering system following all relevant client policies and procedures for procurement and ensuring value for money for the clients and customers.
Proactively communicate with the customers giving relevant and timely information and requesting feedback and customer survey completion.
Support the operational teams by utilising the CAFM and internal systems to track and identify urgent, outstanding and overdue activity, re-prioritising scheduled tasks as necessary.
Provide cover for colleagues in the Customer Contact Manger's department in the event of holidays and/or sickness as and when required.
Make contact with the appropriate sites/teams to discuss all emergency responses, and relay information through to Supervisors/ Team Leaders/ Site Administrators any relevant information they require to ensure the smooth running of the operation.
Maintain and process records (including Customer Service Evaluations) and administer the mailbox and self-service portal.
Secure and maintain a good working knowledge of the contractual requirements of the United Utilities contract where they relate to reactive and planned works.
Support and utilise documents / processes contained within the Business Services function
Undertake all duties in a safe, tidy and responsible manner in accordance with H&S requirements.
Comply with the site security requirements, H&S procedures and clients internal audit processes and policies.
Support other team members as necessary to complete administration activities.
Comply with the client’s company rules and maintain a high standard of discipline.
Carry out other duties as may be reasonably requested from time-to-time by the Customer Contact Manager or any other manager.
Team player, with a flexible working attitude
Excellent interpersonal and customer relationship skills
Excellent demeanour and calm manner when dealing with customers
Good problem-solving skills and a willingness to take ownership of difficult issues seeing them through to the end
Excellent ability to deal with conflict situation
Excellent listening skills
Excellent verbal and interpersonal communication skills
Knowledge of the Agility system or other CAFM system would be an advantage
Strong communication skills including excellent written and oral communications
Attention to detail with a high degree of accuracy
First-class organisational skills are required for this role
What to Do:-
If you are interested, then please submit your details now.
Please note if you have not heard from us within 5 days, then your application has not been successful.
PRS is an equal opportunities employer.