Helpdesk Assistant – Commercial
Plumbing & Drainage
Flowright
Full-time | Office-based | Welwyn Garden City
Shift pattern: Early 6:00am–2:00pm | Late 12:00pm–9:00pm
About Flowright
Flowright is a commercial plumbing and drainage company providing 24-hour support to the
hospitality industry.
Our customers include some of the best-known names in restaurants and hotels, from major
restaurant chains such as Nando’s and Five Guys to prestigious hotels including The Savoy,
The Dorchester and Mandarin Oriental.
We are committed to changing the perception of the plumbing and drainage industry by
providing a service that is friendly, responsive, valuable and consistently high quality.
At the centre of that service is our Helpdesk.
We are looking for a Helpdesk Assistant to join our existing office team, working under the
direction of our Helpdesk Manager.
This is an important role within Flowright. You'll be one of the main links between our
customers, engineers and office team, helping to make sure jobs are organised effectively,
information is communicated clearly and our customers receive the level of service we
expect.
The Role
This is a busy, hands-on role in a fast-moving environment where no two days are exactly the
same.
You'll deal with incoming telephone calls and emails, schedule work for our engineers,
arrange permits and site access, provide customers with job updates and make sure the
information within our systems is accurate and up to date.
Our business operates 24 hours a day, and plans can change minute by minute.
An urgent job may come in from a restaurant or hotel, an engineer's schedule may suddenly
change, a customer may need an immediate update or access to a site may need to be
arranged at short notice.
Being able to stay organised and remain calm when several things are happening at once
is essential.
You'll work closely with the Helpdesk Manager and the rest of the Helpdesk team to make
sure customers and engineers receive the support they need.
Working Hours
The Helpdesk operates two shift patterns:
Early shift: 6:00am–2:00pm
Late shift: 12:00pm–9:00pm
This is a full-time, office-based position at our Welwyn Garden City office. There is no
hybrid or remote working.
Applicants should therefore make sure they are comfortable with the location and shift
requirements before applying.
Key Responsibilities
Your responsibilities will include:
Booking and coordinating day and night shift activity
Scheduling jobs and allocating work
Arranging permits and site access for jobs
Answering incoming telephone calls
Making outgoing calls to customers, engineers and other contacts
Monitoring the Helpdesk information mailbox
Responding to and actioning emails
Providing customers with accurate and timely job updates
Chasing purchase orders and order numbers
Recording and updating job information within our systems
Communicating with engineers throughout the working day
Supporting customers with queries and concerns
Escalating problems to the Helpdesk Manager when appropriate
Helping to reorganise schedules when priorities change
Maintaining accurate records
Working closely with other members of the Helpdesk and wider office team
Helping ensure every customer receives a friendly, professional and responsive
service
What We're Looking For
There are five qualities that are non-negotiable for this role.
Telephone Confidence
A significant part of this job involves speaking to people on the telephone, so you must be
comfortable picking up the phone and communicating confidently.
Our customers often contact us because something has gone wrong. A restaurant may have a
blocked drain during service or a hotel may have an urgent plumbing problem.
You'll need to listen carefully, obtain the right information and communicate clearly and
professionally.
You don't need to know everything immediately – but you do need to be comfortable
speaking to people and finding the information or support they need.
Organisation
You'll often have several things requiring your attention at the same time.
There may be jobs to book, engineers to contact, permits to arrange, customers waiting for
updates and emails that need actioning.
Being able to organise your workload and keep track of the details is essential.
Remaining Composed Under Pressure
Our Helpdesk can get busy.
Priorities can change quickly and sometimes several urgent situations will happen at once.
We're looking for someone who can stay calm, listen, think clearly and work through what
needs to be done rather than becoming overwhelmed.
Customer Service
How we communicate with our customers matters.
You should be naturally helpful, polite and professional and understand the importance of
keeping customers informed.
Sometimes customers will be frustrated or under pressure themselves. You'll need to remain
professional and focus on helping them get the situation resolved.
Teamwork
Nobody runs the Helpdesk alone.
You'll be working alongside other Helpdesk team members, the Helpdesk Manager, engineers
and the wider office team.
We're looking for someone who communicates well, helps their colleagues and understands
that good teamwork is essential when things get busy.
You'll Also Need
Good written English, spelling and grammar
Confidence using computers
The ability to work quickly and accurately
Strong attention to detail
Good communication skills
The ability to follow processes and instructions
The ability to prioritise your workload
A willingness to learn
A positive and helpful attitude
Reliability and good timekeeping
The confidence to ask questions when you're unsure
The ability to take ownership of tasks and see them through
Systems & Training
Technology is an important part of how we operate.
We use JobLogic as our main business operating system and Employment Hero as our
Human Resources system, alongside email and other everyday office software.
Previous experience with these particular systems is not required.
Full training will be provided, but you will need to be comfortable using computers and
willing to learn new systems and processes.
About You
We're deliberately open-minded about the person we're looking for.
You might already have experience working on a helpdesk, in customer service, scheduling,
facilities management, hospitality, an office environment or another fast-paced role.
Or you might be earlier in your career and looking for an opportunity to demonstrate what
you can do.
We're more interested in your attitude and abilities than the number of years you've
spent doing a similar job.
If you're naturally organised, confident speaking to people, comfortable using computers and
capable of keeping your head when things get busy, we'd be interested in hearing from you.
You should also enjoy being part of a team. There will be times when you'll need support
from your colleagues and other times when they'll need support from you.
Why Join Flowright?
You'll be joining a growing business where the Helpdesk plays a genuinely important role in
the service we provide.
You'll receive training on our systems and processes and work as part of an experienced team,
with support from the Helpdesk Manager.
For someone with the right attitude, this is also an opportunity to develop valuable experience
in customer service, scheduling, operations and the commercial plumbing and drainage
industry.
Most importantly, you'll be joining a company that wants to provide a genuinely friendly,
valuable and high-quality service to its customers.
If you're organised, confident on the telephone, calm under pressure, customer-focused
and enjoy working as part of a team, we'd love to hear from you.
Job Types: Full-time, Permanent
Pay: From £27,000.00 per year
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
Experience:
- Customer service: 2 years (required)
- Phone Handling: 2 years (required)
- Data entry: 2 years (required)
Location:
- Welwyn Garden City AL7 1AN (required)
Work Location: In person
