Helpdesk Agent

About the Role

You’ll be the first point of contact for all stores requiring assistance, handling reactive calls, creating work orders, chasing engineers as needed, and providing stores with updates.

Key Responsibilities

• ▸store support
• ▸reactive calls
• ▸work orders
• ▸engineer coordination
• ▸status updates

What You Bring

What You'll Be Doing. You’ll need a confident phone manner and the ability to be assertive when required. The role can be challenging when you cannot provide the answer a store wants, but positive feedback makes it rewarding. You must quickly learn and retain information across several systems and know which engineer to dispatch for each job. What We're Looking For. A ‘can‑do’ attitude, flexibility, strong listening and problem‑solving skills, and experience in a call‑centre or retail environment.

Requirements

• ▸phone manner
• ▸assertive
• ▸system knowledge
• ▸dispatch
• ▸problem solving
• ▸call‑centre

Benefits

Why Join Us. Do you have customer service experience? Enjoy being the first point of contact? Yes? I may have the ideal role for you… We require Customer Support Coordinators to join us on a permanent basis at our Redditch site, working a rotating 40‑hour week (Mon‑Fri 06:00‑14:00 or 12:00‑20:00) and every other weekend, with staggered days off to compensate. For the right candidate there is an opportunity to complete an apprenticeship, offering career progression possibilities. When you join us, you’ll receive a competitive salary and benefits package. • Salary: £25,397 per annum • 4% bonus, subject to achievement of targets • 25 days annual leave plus bank holidays • Group personal pension with matched contributions of 5%–6% • Health Cash Plan and life assurance • Discounts, vouchers, and financial aid programs • Funded Training Sponsorship Scheme

Work Environment

Onsite