FM Helpdesk Customer Advisor, Out of Hours Weekends

27 Jun 2022
19 Jul 2022
Part Time
Contract Type
Kier Places provide essential property services to local authorities, councils, schools, the NHS, housing associations, and public sector government buildings - we are recruiting now for a passionate & experienced Helpdesk Customer Service Advisors to join our Customer Service & Helpdesk team, to support the ongoing evolution & growth of Kier Places, and be critical to achieving success in delivering our contracts, projects & works within the Facilities Management & Housing Maintenance sector, with a national reach & local passion.

Helpdesk Customer Service Advisor - Out of Hours Team

Location: Flexible working available, where you will be based out of our Basingstoke office with home working available

Business Area: Kier Places - Facilities Management & Housing Maintenance, including Public Sector Contracts

Contract & hours: Permanent, part time - 19 Hours per week, Friday 5pm to 8pm, Saturday 8am - 5pm & Sunday 11am - 8pm

Salary: GBP24,000 pro-rata plus full benefits

Kier Places are looking to recruit an Out of Hours (OOH) Helpdesk Customer Service Advisor to work within our central Customer Service Centre at our HQ in Basingstoke. We have a variety of requirements undertaking several aspects of centre, such as call handling, scheduling and completion of works whilst providing an emergency service to our client's property portfolios nationwide.

Key Responsibilities

In this crucial role to our business, as a Customer Service Advisor, you'll be tasked with appropriately logging & dealing with service calls with the helpdesk software; understanding the clients' needs & effectively give clear scope of work instructions to our Engineers; respond to & chase outstanding work orders & report on job completions; and allocate tasks effectively to our internal or external resources.

When a client calls with a problem, you will need to identify the cause of the problem, identify any health & safety issues, capture the relevant & critical information, and be responsible for giving the Engineer clear & important information, enabling them to do their work effectively and to our required level of service.

What do we need from you?

What does it take to be a Helpdesk Customer Service Advisor in Kier? The ideal candidate will have previous customer service experience, be resourceful and efficient in your working style; will have worked to high customer service standards and met required KPIs, ideally in a helpdesk related role within the Facilities or Maintenance industry so you have an existing understanding of maintaining optimum service level requirements - it would be a bonus if you've had direct experience with Helpdesk Systems like Concept or Servitor.

As a Helpdesk Customer Service Advisor, you'll be able to build effective working relationships with all levels of internal & external stakeholders to increase client retention and demonstrate initiative to resolve any queries and escalations.

Who are we?

Kier Places provides a full range of property management services to clients in and around homes and workplaces across the UK. We provide specialist teams and technology solutions to help plan, manage and improve our clients' workplaces. This provides our clients with access to solutions not readily available in their own organisations. It also enables our clients to focus on their core business, while Kier takes care of the rest.

Find out more here about the great we offer our employees.

Delivering contracts. Creating communities. Developing careers. Join Kier today as a Helpdesk Customer Service Advisor.

Due to the nature of this role, you will also be required to complete a Counter Terrorism Check (CTC) Clearance, which will take place during your employment. Some roles may also be subject to further pre-employment checks.

Kier is committed to creating supportive and inclusive opportunities for all our applicants and employees. We appreciate applicants from all backgrounds and we specifically encourage those from underrepresented communities to apply. Take a look here to learn more about our commitments to diversity and inclusion. If you require any reasonable adjustments during any part of the application process, please let us know so we can discuss and arrange these by emailing (url removed).

Closing Date: 24th July 2022

Please note, interviews may take place before the closing date, and we reserve the right to close applications early.

Recruitment agencies - we are unable to accept unsolicited CVs and communications from external recruiters. The recruitment team will engage with agencies who have signed up to our PSL should we require assistance. For further information, visit our careers help page.

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