What Jobs are available for Call Centers in the United Kingdom?

Responsibilities:

To manage and maintain the day-to-day PPMs, reactive/responsive maintenance workflows using Business applications for all related contracts to an effective and efficient manner. The Contracts are through clients such as Local Government, NHS Clients and National 3rd party Facility Management Companies.

This is a temporary, full time employed position for a professional, confident, and motivated individual.

Main Duties

1. PPM/ PPM remedials/Reactive Tasks

1.1 To support the Business with ensuring that all work activity is carried out in in line with KPIs and all remedial works are chased and completed in a timely manner.

1.2 Ensure that all documents relating to PPM/ PPM remedials/Reactive Tasks are uploads onto the relevant systems (CAFM)

2. Operational Focus

2.1 Manage and book in client jobs raised via Mailbox, Portals and verbally

2.2 Schedule correct labour to complete PPM jobs onto PDA system for engineers

2.3 Schedule correct labour to complete reactive jobs onto PDA system for engineers

2.4 Manage workloads proactively to ensure KPIs and efficiencies are always maintained

2.5 Order materials for site delivery as required

2.6 Actively, monitor the response from the PDA and come up with solutions on how to aid and support the field engineers, but also facilitate in engineers completing timely and comprehensive job reports in a timely and correct manner

2.7 Build relationships with new and existing clients. Help solve any Client issues that arise

2.8 Ensure key information is recorded on our shared drive

2.9 Manage engineers’ diaries to include all types of absence and timekeeping

2.10 Complete reporting requirements for clients on a weekly and monthly basis and or as required

2.11 To be proactive at all times to seek improvements with work activity

3. Personnel Specification:

3.1 PPM/Reactive/CAFM experience essential

3.2 Ideally, with similar role experience, whether working for a contractor or local

authority, housing association or facilities management company.

3.3 Great customer service

3.4 Able to build rapport

3.5 Confident under pressure

3.6 Impeccable organisational skills

3.7 Remain calm at all times, with ability to prioritise effectively

3.8 Great attention to detail, especially when working with numbers

3.9 Advanced knowledge of Word, Excel and other database applications

Job holders are expected to have;

Ø Education to GCSE or O’ level

Ø Excellent working knowledge of all Microsoft office applications

Ø Experience with the Business administration

Ø Experience with document control

Ø Demonstrate ability to work on own initiative and adopt a pre-active approach

Job holders Competencies;

Ø Have Commercial awareness and understanding of the need to adhere to processes and work schedules in order to maximise revenue

Ø Experience with handling calls from housing residents in a courteous and professional manner

Ø Problem solver with a dynamic and proactive approach to finding effective solutions

Ø Proven people management experience ideally within the Construction or Mechanical Engineering environments in both the Private and Public Sectors

Ø Communicates clearly and concisely at all levels using various methods of communication

Ø Be a strong team player and have the ability to work successfully as an individual or as a team member to obtain effective outcomes

Ø Have the ability to multitask when working to deadlines and in a pressurised environment

Ø Have strong organisational skills

Ø Safety and Quality driven

BENEFITS:

- 28 Days paid holiday inc bank holidays

- Workplace pension scheme

- Training in all technologies/systems installed

The role will require a 42.5hrs working week Mon-Fri exclusive of 30 min meal break. The work pattern will vary, either 7am – 4pm or 8am - 5pm inclusive.

• Immediate starts available (subject to successfulapplication process)
• Competitive salary (DoE, in the range of 26k - 28k p.a)
• Onsite parking at the office
• Full-time role
• Working for a company that has a strong focus on helping the local community - charity events, sponsorship programmes, pro-actively work with local apprenticeship programmes and sports clubs, outdoor team activities, volunteering days etc.
• Training and progression available (if desired)

• Working with your team of onsite engineers to ensure effective timekeeping and scheduling
• Being a welcoming and approachable point of contact for customers and internal staff
• Managing telephone and email enquiries with effective and polite communication
• Relaying information to the correct departments in a polite and time-efficient manner
• Serve as a point of contact for incoming queries, by either directly offering support or working closely with other members of the team to solve issues
• Working with theComputer-Aided Facility Management (CAFM) software to efficiently help engineers with their call-outs and scheduling
• Monitor CAFM data entries to ensure accurate administration and maintain strong customer-service levels

• Experience working in an administrative role
• Experience working within the Engineering sector is desirable, but not essential
• Strong customer-service skills
• Excellent communication skills
• Excellent timekeeping skills, with the ability to work to deadlines when required
• Strong computer literacy including Microsoft Office, and ideally CAFM systems

IT Helpdesk

Location: Basingstoke

Salary: £21,000 - £8,000

Hours: Rotating Shift Pattern - 8:00 – 16:30 & 9:00-17:00

We are looking for a candidate to join our Group IT Service Desk in Basingstoke. You will be responsible for the day-to-day 1st line calls and ticket triage to support end users at the desktop level. You will ensure tickets are up to date and logged to the highest quality, correctly identified and prioritised, and responses are timely, containing meaningful feedback, thus ensuring an excellent service to all staff across the group.

Responsibilities:

• Ensuring that SLA's are met, and tickets are kept up to date, being the first point of contact for all users within the business.
• Contribute to request and incident resolution by way of remote analysis and support to end users at the desktop level, with an emphasis on first time fix before escalating to 2nd line.
• Escalate incidents and requests to 2nd line or where appropriate and necessary to the Group IT Service Desk Supervisor and Group IT Service Desk Manager.
• Ensure tickets are up to date and logged to the highest quality, correctly identified and prioritised, and responses are timely, containing meaningful feedback.
• Track user inventory and status for desktop hardware and software throughout the Group.
• Reviewing monitoring alerts.
• Organise repair, when necessary for IT equipment.
• Ensuring that BAU Services are available day-to-day for the business by supporting and maintaining the user, desktop, peripheral and software environment.

Skills:

• Customer service and effective communication.
• Organisational and time management skills.
• Ability to define issues and requests, collect data, establish facts, and draw valid conclusions.
• Experience using Microsoft Windows 11 and Microsoft Office products.

Benefits

• 21 days holiday – increasing to 22 days after 3 years and to 25 days after 5 years
• Extra day off for your birthday
• Buy holiday scheme
• Employee Assistance Programme
• Free onsite parking
• Enhanced company sick pay
• Discounted retail vouchers
• Reduced gym membership
• Annual salary review
• SCG mobile benefit
• Employee referral bonus
• Onsite canteen offering free croissants and freshly made soup

SCG is proud to be an equal opportunities employer.

We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.

Job Types: Full-time, Permanent

Pay: £21, 0.00- 8,000.00 per year

Benefits:

• Additional leave
• Canteen
• Company pension
• Discounted or free food
• Employee discount
• Free parking
• Gym membership
• Health & wellbeing programme
• On-site parking
• Referral programme
• Store discount

Licence/Certification:

• Driving Licence (required)

Work Location: In person

An exciting opportunity to join a fast-paced, growing, in-house IT business which is part of a billion-pound group, with a real opportunity to grow your career through exposure to a broad range of technologies with support from the business to pursue accreditations.

As part of our expansion plans, we are looking for experienced Service Desk / Helpdesk Engineers to join us @ our new offices in Kings Cross.

The ideal candidate will possess excellent communication skills, take a common-sense approach to dealing with IT problems, be thorough in their work, and be keen to learn.

You will have proven experience in providing IT support and demonstrate a clear understanding of the IT support function and preferably have studied an IT-related subject in further education.

Primary responsibilities:

• Carry out 2nd / 3rd line support
• Act as the first point of contact for IT inquiries and requests from internal staff
• Provide remote and onsite support
• Carry out daily system checks/maintenance
• Develop and document day-to-day procedures

Skills:

• Strong experience dealing with customers (2nd/3rd line) is essential
• Strong experience in supporting Microsoft Office suite
• Strong experience in supporting Windows 10 and mobile devices
• Experience with Active Directory user management
• Good working knowledge of IT infrastructure troubleshooting – WLAN, LAN, WAN, TCP/IP, DHCP, DNS
• Proven experience in working in a multi-site environment

You will be part of a highly approachable team of fun-loving experts, and the role comes with many benefits. We are creating a dedicated IT office in the heart of Kings Cross and are looking for some of the best people in their respective fields.

Please note that sponsorship is not offered for this role.

1st line help desk

Doncaster, on site 

Full time, Permanent.

£24,000 - £28,000  (DOE)

4 day working week 

As a 1st Line Help Desk Engineer, you will be the first point of contact for customers experiencing IT, telephony, security or network issues. You will provide friendly, efficient support, resolve or escalate incidents, maintain high standards of customer service, and help ensure our clients’ IT systems stay up and running.

Benefits

• 4-day workweek with alternating Mondays/Fridays off
• Enhanced maternity and paternity
• Free on-site parking
• Casual dress
• Sick pay
• Access to SmartHealth
• Regular team events and social gatherings

As a 1st line help desk engineer, you will be responsible for:

Receive, triage, log and manage support calls, emails and tickets via our Help Desk portal.

Provide first-line diagnostics and resolution of user issues (hardware, software, telephony, connectivity).

 Assist customers with set up and configure PCs, laptops, mobile devices, printers, peripherals.

Create and maintain user accounts, permissions and access in systems. 

Handle password resets, user on/off-boarding, software installs, updates and patching.

Escalate unresolved or complex issues to 2nd Line or relevant teams with full documentation and context.

Meet agreed Service Level Agreements (SLAs) for response and resolution times.

Maintain clear and accurate ticket records, status updates and handovers.

Provide excellent customer service, communicate clearly, and manage stakeholder expectations.

Contribute to knowledge-based articles and documentation for recurring issues.

Occasional onsite visits might be required (depending on client base).

The ideal candidate will be:

• Previous experience in a 1st line help desk or IT support role (ideally in a managed services environment).
• Good working knowledge of  Microsoft 365 and Azure AD, Windows Serve
• Basic telephony/VoIP support awareness 
• Strong customer service skills, ability to communicate technical information to non-technical users.
• Good problem-solving skills, ability to prioritise and escalate appropriately.
• Comfortable working within SLAs and to process.
• Able to work independently and as part of a team.
• A positive, can-do attitude and willingness to learn.

Desirable

• Experience in MSP environments
• Exposure to CCTV, access control, or VoIP systems
• Familiarity with Hyper-V or VMware
• PowerShell scripting experience
• Certifications: Microsoft (M365/Azure), CompTIA, Cisco

Call us today on (phone number removed), to discuss this position.