Customer Services (Helpdesk) Advisor

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  • Location

    City Of Manchester, Greater Manchester

  • Sector:

    Professional Services

  • Job type:


  • Salary:

    Up to £19500 per annum

  • Contact:

    Louise Ellis

  • Contact email:


  • Job ref:


  • Published:

    4 months ago

  • Duration:

    6 Months

  • Expiry date:


  • Start date:


  • Client:


I am supporting my Manchester based Facilities Management Client with the recruitment of a Customer Services Help Desk Advisor on a six-month basis.

Key details of the role will include;

  • Take incoming phone calls, emails and system notifications from clients and engineers ensuring they are handled in a professional manner
  • Work with the tools provided to correctly allocate tasks and assign engineers in the most efficient and cost-effective way
  • Keep up to date with the latest information regarding, systems, processes, policies, contracts and service level expectations
  • Raise PO's for call outs and engineer's materials
  • Open, close, monitor, chase and be proactive with new and existing work orders
  • Ensuring client systems are kept up to date in a compliant manner
  • Understand and allocate appropriate workforce solutions relating to facilities management
  • Make proactive outbound phone calls to engineers/suppliers/clients to ensure service levels are met
  • Point of contact for all sub-contractors, including receipt of job notes and further actions

To be considered for the role you will have the following skills and experience;

  • Excellent interpersonal and customer service skills
  • Previous telephone experience
  • Computer literate and proficient use of Microsoft Office Packages, Word, PowerPoint and Outlook
  • Experience of working on client management systems
  • Able to perform as an autonomous, self-motivated and well-disciplined individual
  • Adaptable and flexible approach to work requirements
  • Ability to communicate professionally in a clear and accurate manner
  • Able to make effective decisions quickly, multitask and effectively prioritise workload
  • Adaptable to changes in volume, patterns and priority levels
  • Ability to maintain calm and controlled manner in order to find appropriate resolution when handling conflict
  • Previous facilities management experience is also advantageous
  • Minimum 2 year's experience in controlling building services maintenance operations via Help desk
  • Minimum 2 year's experience in operating IT based maintenance and business operating systems
  • Advanced knowledge of Microsoft Office applications
  • Capable of working under pressure, within a small team.
  • Excellent customer care skills