Helpdesk, Customer Service​/HelpDesk

We are currently recruiting for a Helpdesk Administrator to join the Helpdesk Team at Sellafield Ltd, supporting the Cumbria Consortium Contract within a busy Facilities Management environment. This is an excellent opportunity for an organised, customer-focused individual with strong communication and administration skills to play a key role in supporting the day-to-day operational delivery of facilities management services.

The successful candidate will provide frontline helpdesk support, handling incoming customer calls and emails, accurately logging reactive maintenance requests, allocating work orders and coordinating tasks with operational and planning teams. You will be responsible for delivering a professional, responsive and high-quality customer service while ensuring all activities are completed within agreed Service Level Agreement (SLA) timescales. Answer incoming telephone calls and emails promptly and professionally.

Accurately log reactive maintenance requests and raise tasks using the contractual work management system. Allocate reactive works to the appropriate planning teams. Ensure all requests and activities are managed within agreed SLA timescales. Support the day-to-day running of the Helpdesk, including work distribution and assisting service line planners. Provide proactive customer service, resolving queries and concerns efficiently and escalating issues where necessary.

Maintain accurate, up-to-date and comprehensive records and documentation. Effectively manage work orders and keep the Planning & Helpdesk Team Leader informed of any issues, risks or escalations. Escalate urgent matters promptly to ensure contractual obligations are met. Work in accordance with company policies, procedures and contractual requirements. Maintain high standards of health and safety, ensuring all duties are carried out safely and diligently.

Attend all required training, development and appraisal activities. Undertake any additional duties appropriate to the role and individual capabilities.

• Excellent verbal and written communication skills.
• A strong customer service approach and a professional telephone manner.
• Good organisational and administrative skills.
• Strong attention to detail and the ability to maintain accurate records.
• The ability to manage competing priorities and work to deadlines.
• Confidence using IT systems, email and Microsoft Office applications.
• The ability to work effectively both independently and as part of a team.
• A proactive approach to problem-solving and handling customer enquiries.
• Previous experience in a helpdesk, facilities management, maintenance coordination or administration environment would be advantageous.