Salary: £27,797.64 per annum (£1,000 bonus on segment targets). Contract type: Permanent. Hours: Full time. Closing date: 27/07/2026.
About this job
40 hours per week (32 hours per week post training). The role will be initially 40 hours per week Monday to Friday and will then revert to a 4 on/4 off rotational shift pattern working a variation of shifts covering 24/7 every day of the year. The shifts will consist of early, late and night shifts. You will be required to complete MET Police clearances and must have 3 years UK residency. Flexibility is needed for possible rotational shift or fixed hours depending on business needs. The position is located at Delta Business Park, Swindon, SN5 7WZ, and it involves partnering with a high-profile blue light service organisation to be part of the property help desk customer experience.
Responsibilities
- Respond quickly and efficiently to incoming telephone, email, and system queries in line with service level agreements (SLAs) and accurately log all calls, including caller details, problem severity, and required actions in the CAFM system.
- Monitor the Building Management System (BMS) during out‑of‑hours shifts (evenings, nights, weekends, public holidays) and appropriately raise critical fault escalations.
- Prioritise and escalates service requests as needed using sound judgment to determine urgency.
- Support contract and service delivery teams by minimising service level impacts and fulfilling contractual obligations.
- Collaborate closely with team members in a respectful, solution‑oriented manner.
- Work in accordance with processes, procedures and strict information‑security standards.
- Contribute to a continuous‑improvement culture by identifying and suggesting areas for development.
- Actively participate in training, coaching and your professional community of practice within PPS (Professional Property Services).
Qualifications
- Excellent customer service skills with a calm, professional and reassuring telephone manner.
- Proven experience in a customer service helpdesk or customer service office environment.
- Ability to quickly learn and adapt to new systems, processes and technologies.
- Strong attention to detail and accuracy in logging and tracking service requests.
- Ability to work under pressure and adapt to fast‑moving, high‑demand situations.
- Proven ability to develop and maintain productive working relationships with key customers and suppliers.
- Strong understanding of and confident use of Microsoft Office tools, particularly Excel, Outlook and Teams.
- Willingness to work shifts, including nights, weekends and public holidays.
- Alignment with the client’s core values: professionalism, integrity, courage and compassion.
Benefits
- Competitive salary plus bonus.
- Sodexo rewards and benefits.
- Mental health & wellbeing support.
- Employee Assistance Programme for personal, legal and financial advice.
- 24/7 virtual GP and lifestyle rewards.
- Discounts for you and your family.
- Financial tools and retirement plan.
- Cycle to Work programme.
- Paid volunteering day.
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