Contract: Barclays
Location: Hampshire, PO6 4PR
Hours of work: 40
Contract Type: Permanent
To carry out and complete tasks ensuring the operation of the 24x7x365 Service Centre effectively and efficiently deliver Helpdesk services, ensuring high levels of customer satisfaction are achieved.
Job Description
- Action all Helpdesk requests, via telephone, email request or online request.
- Ensure all jobs are processed in line with the agreed SLA’s and priority response times.
- Administer the MyMCS system, ensuring information is correct and kept up to date.
- Liaise with site-based contacts to ensure jobs are closed off in a timely manner.
- Feedback information or any issues that may affect the contract performance or cause client dissatisfaction.
- Demonstrate extensive knowledge, understanding and awareness of facilities management issues effectively interpreting the described situations to enable a satisfactory resolution to customer requests.
- Demonstrate extensive knowledge and understanding of the customer and their cultures to maximise and enhance customer service delivery.
- Respond in a professional and courteous manner to every caller, recording all requests for service to accurately reflect correct priority for work based on health, safety, business criticality and customer expectation.
- Ensure adherence to KPI and quality standards.
- Achieve no lower than 95% of the maximum quality score based on calls marked on a weekly basis.
- Ensure timely management of complaints maintaining efficient and professional communications with all parties.
- Maintain and keep up to date with information, processes and procedures supporting continuous improvement and innovation to service delivery.
- Provide clerical and administrative support including email boxes, customer satisfaction surveys, meeting room booking reports, courier requests and any ad-hoc requests as required.
Key Responsibilities
- To process Self Service Requests raised by the client.
- To monitor and update the ID&V system with amendments from service partners and the client.
- To effectively communicate with suppliers and service partners.
- To be logged onto the telephony system to provide support to the main telephony team as required. This is to include answering calls when the wallboard alert sounds.
- Reliability to meet both internal and external customer expectations and resolve issues.
- Working as part of a team to ensure that SLAs are continually achieved.
- Coordinate work requests with contractors and sub-contractors.
- Ensure all customers, both internal and external, receive the highest level of service possible.
- Ensure effective liaison with both internal & external customers and contracted service partners where necessary.
- Ensure effective liaison and required escalation with helpdesk Senior Customer Service Representatives and Team Leaders where necessary.
- To be the point of contact for additional requests from the field support team.
- Comply with all company policies & procedures and maintain company standards.
- Demonstrate a good working knowledge of products, systems and services, used both internally on the helpdesk and by the external and internal customers.
- Maintain and keep up to date with information, processes and procedures.
- Communicate essential information to key customers, both internal and external, using the appropriate methods in a timely and relevant manner.
- Any other ad hoc duties which may be requested by management.
Professional and Personal Competencies/Qualifications
- Outstanding active listening skills.
- Ability to effectively communicate at all levels both verbally and in writing.
- Data input accuracy and speed.
- Excellent customer service orientation with a good understanding of customer complaint handling.
- Confident and assertive telephone manner.
- Enthusiastic and effective team player.
- Flexibility to adjust working patterns according to business needs.
- Accurate administration skills.
- Receptive to change.
- Ability to learn quickly.
- Ability to work with a number of different systems consecutively.
- Working knowledge of Microsoft Excel and Word.
- Ability to organise workload and multi-task where necessary.
- Self-motivated.
- Familiarisation of problem-solving techniques.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,
#aplacetobeyou,
#facilitiesmanagement
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing [email protected]
To find out more about what we do go here - https://www.uk.issworld.com/
Work Location: In person
