Helpdesk Operative - Facilities Management

Job description

ENGIE is a leading energy and services company focused on three key activities: production and supply of energy, services and regeneration. Our 17,000 employees combine these capabilities for the benefit of individuals, businesses and communities throughout the UK & Ireland.

We enable customers to embrace a lower carbon, more efficient and increasingly digital world. Our customers benefit from our energy efficient and smart building solutions, the provision of effective and innovative services, the transformation of neighbourhoods through regeneration projects, and the supply of reliable, flexible and renewable energy.

ENGIE improves lives through better living and working environments. We help to balance performance with responsibility, enabling progress in a harmonious way.

Globally, the ENGIE Group employs 160,000 people worldwide and achieved revenues of €60.6 billion in 2018.

ENGIE are recruiting for a Helpdesk Operative to be based in Canary Wharf, E14 5LQ. This is a permanent, full-time role working 44 hours per week (4 on, 4 off shift pattern, working 12 hour shifts). On offer is a competitive salary.

Main Responsibilities/Duties Include:

The Helpdesk Operative role is to support the ENGIE Transport sector for a rail contract we have recently been rewarded covering the estate 24/7 365 days a year. The Helpdesk Operative will form part of a team responsible for the recording, allocation and progressing of reactive & planned engineering requests on the contract.

·  First point of contact for incoming telephone calls
·  Logging service requests by telephone and email
·  Ensure compliance with statutory and company procedures, across all functions.
·  Understand, identify and apply the Service Level Agreement (SLA) for each service request and set expectation with customer
·  Dispatch work to both direct labour and contractors in a timely fashion
·  Prioritising urgent jobs
·  Escalate any complaints or issues as required
·  Contribute to reducing levels of customer complaints
·  Analysis of job history/running reports to avoid duplication
·  Undertake other duties commensurate with the job role as directed
·  Manage the completion process and ensure all closures are sent to the client
·  To demonstrate rapid response to customer issues and show a systematic approach to problem solving
·  To take reasonable care for the health and safety of him/herself and others who may be affected by their acts and omissions and to co-operate with his/her employer so far as is necessary to enable them to carry out their statutory duty
·  Promote customer feedback and surveys

Required Qualifications, Skills or Experience:

·  Exceptional organisational skills.
·  Ability to handle conflicting workloads and to work under pressure.
·  An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service at all times
·  Ability to develop effective relations with key stakeholders including senior management, customers, staff teams and clients
·  Ability to set and achieve targets via effective engagement with stakeholder groups
·  Strong communications skills and plain English writing skills.
·  Effective communication and presentation skills.
·  A previous customer service representative or 1st line support role is desirable but not essential

For more information about ENGIE, please visit:

http://www.engie.com/en/candidates-area/

For this role, you must have evidence of the right to work in the UK. There is no re-location package with this job role. ENGIE do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community.

The ENGIE Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to ENGIE Managers.

Additional Information
·  Posting Date: Jan 24, 2020