Job Introduction
Sodexo believes that government agencies should foster an environment of respect, operating with efficiency and effectiveness to promote productivity. We prioritize employee well-being and play a vital role in fostering stronger communities.
We are now seeking a Shift Helpdesk Customer Service Agent to join our team located at Delta Business park in Swindon, SN5 7WZ. This exciting role involves working in partnership with a high-profile blue light service organisation to be part of the customer experience property help desk.
The Helpdesk Customer Service Agent will provide prompt, professional service to customers and suppliers, handling initial inquiries via phone or email, accurately recording service requests, and escalating issues proactively.
What you’ll do:
Respond quickly and efficiently to incoming telephone, email, and system queries in line with service level agreements (SLAs).
Accurately log all calls, including caller details, problem severity, and required actions in the CAFM (Computer Aided Facilities Management) system.
Monitor the Building Management System (BMS) during out-of-hours shifts (evenings, nights, weekends, public holidays) and escalate critical faults appropriately.
Prioritise and escalate service requests as needed, using logic and sound judgment to determine urgency.
Support contract and service delivery teams by helping minimise service level impacts and fulfilling contractual obligations.
Collaborate closely with team members in a respectful and solution-oriented manner.
Work in accordance with processes, procedures, and strict information security standards.
Contribute to a continuous improvement culture by identifying and suggesting areas for development.
Actively participate in training, coaching, and your professional community of practice within PPS (Professional Property Services).
What you bring:
Excellent customer service skills with a calm, professional, and reassuring telephone manner.
Proven experience in a helpdesk, call centre, or high-volume customer service environment.
Ability to quickly learn and adapt to new systems, processes, and technologies.
Strong attention to detail and accuracy in logging and tracking service requests.
Ability to work under pressure and adapt to fast-moving, high-demand situations.
Proven ability to develop and maintain productive working relationships with key customers and suppliers.
Strong understanding and confident use of Microsoft Office tools, particularly Excel, Outlook, and Microsoft Teams.
Willingness to work shifts, including nights, weekends, and public holidays.
A mindset aligned with the client’s core values: professionalism, integrity, courage, and compassion.
What we offer:
Workingwith Sodexo is more than a job; it’s a chance to be part of somethinggreater. You’ll belong in a company and team that values youfor you; you’ll act with purpose and have an impact through your everydayactions; and you’ll be able to thrive in your own way. In addition, we offer:
Mental health & wellbeing supportEmployee Assistance Programme for personal, legal, and financial advice24/7 virtual GP & lifestyle rewardsDiscounts for you & familyFinancial tools & retirement planCycle to Work & Paid volunteering dayReady to be part ofsomething greater? Apply today!