Call Handler
Sub Division: Defence
Location: Camberley
Contract Type: Permanent
Hours: Full Time - 40 hours - Variable Shift Pattern
Creating and maintaining great places to live and work delivered by excellent people who care…
Purpose of Role
We are looking for a professional and customer-focused Call Handler to join a large helpdesk team at RMA Sandhurst
Job Description
As a Call Handler, you will be one of the main points of contact for customers, site teams, contractors and vendors. You will play an important role in keeping reactive maintenance work orders moving, ensuring customers are kept informed and delivering a positive, helpful service at every stage. This is a fast-paced role where you will manage a high volume of enquiries, coordinate updates and proactively follow up outstanding work to ensure service levels are maintained.
Hours: 40 hours per week, Mon–Fri | differing 8-hour shifts (7AM-3PM | 9AM-5PM | 11AM-7PM)
Responsibilities
- Manage a high volume of calls and emails via NICE CXone, resolving customer queries efficiently and professionally.
- Act as a key liaison between end users, site teams, contractors, vendors and stakeholders.
- Chase reactive maintenance updates and keep customers informed of progress.
- Monitor overdue work orders and proactively drive actions to completion.
- Jeopardy-manage work orders with Principal and Self-Delivery vendors to prevent delays and maintain service levels.
- Review and progress reactive work orders in Decline or Review status, ensuring timely resolution.
- Maintain accurate records and ensure all actions and updates are captured correctly.
- Keep the Helpdesk On Desk Manual accurate, relevant and up to date.
- Prioritise competing demands while managing multiple tasks, deadlines and stakeholder expectations.
Essential Qualifications/Skills
- Customer focused, friendly, approachable and genuinely helpful.
- A confident communicator who can build effective relationships with customers, site teams, vendors and other stakeholders.
- Highly organised, proactive and able to demonstrate excellent attention to detail.
- Comfortable working in a fast-paced, high-volume environment.
- Able to manage multiple priorities and remain calm under pressure.
- Confident taking ownership of tasks and following them through to completion.
- Comfortable using IT systems and working across multiple platforms.
In return for your hard work we offer additional training and development, 26 days holiday (+ bank holidays), generous pension contribution, life assurance and much more.
We are VINCI Facilities – experts in the built environment. VINCI Facilities is a Facilities Management and Building Solutions provider, delivering cost-effective and sustainable bespoke solutions to customers in the public and private sectors. We are committed to working towards a lower carbon society, focusing on sustainable and innovative methods to exceed our partners' goals and add value for all stakeholders – and we were named the top-ranked FM service provider in the Sustainable FM Index for 2020. We put our people first. Always working as a team and collaborating from start to finish. We are the trusted expert in the built environment because we listen to our team and create a workplace that maximises their potential.
Fairness, Inclusion and Respect (FIR) at VINCI Facilities is about recognising and celebrating each other’s differences and what they bring to the team. Harnessing this diversity and applying the experiences, abilities and unique qualities of individuals will enhance our business; therefore, we commit to equity of opportunity and fair treatment of all current and potential employees and encourage job applications from all.
Should you require any reasonable adjustments to be made as part of the application process please contact us directly.
VINCI recognises the importance of helping our employees balance their work and home life by offering flexible working arrangements across many of our roles which include working from home to enable employees to balance their working life with other priorities.
Work Location: In person
