Nighshift Operator
38 hours per week - 7am-7pm
Job Function:
To answer inbound calls and make outbound calls in a professional manner
Monitor and manage jobs and calls with a high focus on response times and operational performance
Support with ad hoc admin duties such as work order updates, integration issues and dashboard reporting reporting
Principal Accountabilities
- Act as the first point of contact for all FM-related service requests, incidents, and enquiries received during nightshift hours
- Log, categorise and prioritise jobs accurately within the CAFM/helpdesk system in accordance with agreed service levels
- Monitor and manage reactive maintenance requests, ensuring urgent and emergency issues are escalated promptly to the appropriate contractor or on-call manager
- Coordinate out-of-hours contractor activities, including dispatching engineers and tracking attendance and completion
- Maintain effective communication with clients, site teams, contractors, and management regarding ongoing incidents and service requests
- Monitor critical building and alarm systems, responding appropriately to alerts, faults, and emergency situations
- Ensure compliance with service level agreements (SLAs) by monitoring response and resolution times and taking corrective action where necessary
- Provide regular incident updates and shift handovers, ensuring continuity of service between shifts
- Produce and maintain accurate records, including job updates, incident logs, escalation records, and operational reports
- Identify recurring issues and service trends, escalating concerns and improvement opportunities to management
- Deliver excellent customer service while maintaining professionalism and responsiveness during all interactions
- Ensure adherence to health and safety procedures, company policies, and client-specific requirements at all times
- Conduct routine overnight monitoring and housekeeping admin activities to ensure system integrity and operational readiness for the day shift
Experience, Skills & Abilities
- Previous experience of Helpdesk/call centre
- Previous experience of leading a shift is desired but not essential
- Previous nightshift experience is desired, but not essential
- Strong PC literacy, with experience using FM & telephony systems
- Strong communication skills, both written and verbal
- Strong results focus
- Effective problem-solving and decision-making
- Able to motivate self and others
- Flexible approach to working hours
