Royal Mail Group
Royal Mail P&FS are looking for a Facilities Helpdesk Advisor (Part-time). This is a fantastic opportunity to join our property, facility and services team based within a busy call centre that operates 24/7.
About the role
You will be handling inbound and outbound calls from a wide variety of customers and assisting them with their property and facility issues by logging calls, clarifying the exact requirements and dispatching the appropriate engineers to the 2000 Royal Mail sites across the UK within agreed timescales.
Working closely with the customers whilst communicating with engineers, operational support and the planning teams to deliver an outstanding customer service and proactively identify jobs at risk of not meeting the agreed targets and escalate where appropriate.
You will manage queries by email and liaise effectively with internal departments and co-ordinate action to ensure timely and professional resolution and accurately record customer and engineer interactions and enquiries and complaints using the appropriate systems.
This is a varied role and is an exciting opportunity to join an excellent team in a faced paced environment.
Shift Pattern – 26.5 hours per week over 5 days, between 6am and 7pm, Monday – Saturday. You will work 1 in 6 Saturdays with a day off through the week. Flexibility will be considered.
Having experience working in a busy call centre team you will have proven customer service skills and solid experience of in-bound and out-bound calls alongside the ability to resolve problems and make decisions without supervision.
You will have excellent communication skills both written and verbal and be able to prioritise workloads, be organised and multi task whilst remaining calm under pressure.
Having experience in an office environment you will have experience of working with Microsoft office packages with excellent keyboard skills and a high level of accuracy and attention to detail.
A qualification in customer services would be desirable but not essential. Previous experience of working for a Facilities management company would be advantageous.
Flexible working will be explored and applications of this nature welcomed.
Royal Mail Property & Facilities Solutions is responsible for upgrading and safely maintaining one of the largest corporate real estates and property portfolios in Europe, with over 2,600 sites.
We pride ourselves in working to the highest standards of both technical assurance and customer service. It’s our job to support Royal Mail in being the best delivery company in the UK and that it is fit for delivering to 29 million addresses nationwide, six days a week.
Through our core delivery pillars of Real Estate & Value Generation, Property Programmes & Projects, and Workplace Services, Royal Mail Property & Facilities Solutions plays a key role in keeping the mail moving.
Royal Mail Property & Facilities Solutions employs 3000 employees and is owned by Royal Mail Group Ltd.
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