Helpdesk Operator
Location: 310 Broadway, Salford, M50 2UE
Working hours: 40 hours per week, Monday to Sunday (5 over 7 – 07:00am – 19:00pm)
Salary: £12.21 per hour
We are looking for a proactive and customer focused Helpdesk Operator to join our team. This role is ideal for someone who thrives in a fast paced environment, communicates clearly, and is committed to delivering excellent service.
Key Responsibilities
- Accurately record caller details, issues, and severity levels, ensuring Team Leaders are informed of any situations that may escape.
- Work in line with established processes and procedures.
- Respond promptly and efficiently to incoming calls, emails, and messages in accordance with client service levels.
- Demonstrate strong attention to detail when gathering and inputting information.
- Maintain a clear, professional, and confident telephone manner.
- Deliver a high level of customer and supplier satisfaction, using logic and common sense to resolve queries and escalating issues when required.
- Attend training and coaching sessions and apply any updates to duties, methods, working hours, or procedures.
- Identify potential areas for improvement and report them to the Team Leader.
- Remain flexible and adaptable to change within the role.
Essential Skills & Experience
- Experience in a helpdesk or call centre environment, with the ability to build productive relationships with customers and suppliers.
- Basic understanding of computer hardware, peripherals, and applications (e.g., networks, shared files/folders, report creation).
- Confident keyboard and data entry skills.
Desirable Skills & Qualifications
- Knowledge of computer databases and their applications.
- NVQ Level 2 or 3 in Customer Service or Call Handling (or equivalent).
- Experience working with KPIs and performance metrics in a similar environment.
- Basic proficiency in Microsoft Word and Excel.
We recognise that we are on a journey with regards to diversity and inclusion and therefore welcome applications for candidates from underrepresented backgrounds.
We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations. We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the role.
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