|Job Ref:||SS17854||Employer:||Interserve||Job Type:||Permanent||Country:||United Kingdom||City:||Lakenheath||Address:||Post Code:||IP27||Post Date:||21/10/2016 00:11|
Hourly Rate Bands N/A Salaried/Hourly-Paid Salaried |
Supporting the US Forces Prime Contract across 8 team bases and additional sites and military housing across the UK. The contract covers various US air-force bases, including two operational airfields and a standby airfield and all supporting infrastructure, including around 2500 houses. The contract mobilises between 1 May 2016 and 1 Nov 2016 and then runs for 5 years, with options to extend for up to a further 5 years. The contract will be managed from RAF Wyton, near Huntingdon in Cambridgeshire, with responsibility for building and infrastructure maintenance, considerable additional project works, water and waste management, grounds maintenance and further services, such as road sweeping and snow & ice clearance.
Responsible to the helpdesk manager, and based at lakenheath, customer service superviors will work from the RAF Lakenheath call centre, supporting customer service operators and customers through the allocation and management of reactive maintenance and repairs tasks, as well as general enquiries about the overall Interserve service provision.
The role holder will be required to be on a rota system covering 24 hours, 365 days of the year as per the helpdesk operation. They will be expected to therefore cover days, evenings and night shifts weekdays as well as weekends as part of a shift rotation.
To manage the incoming telephone/communication systems.
To ensure that the point of contact is always available to all users as appropriate.
Liaison with the USAF Help Desk End User Operators
Issue the work instructions relating to the call received to the respective manager in a timely manner.
To track all calls against response times, chasing up outstanding calls as they approach their response time as defined in the contract.
To enter information relating to each call onto the Maximo system from initial receipt of the call through to inputting of information received on returned and completed work instruction.
To produce reports and performance measures as required related to the Help Desk function and the associated reactive work.
To know the processes to provide technical advice by accessing Subject Matter Experts, the Planning Team, Contract Team, Subcontractors, Interserve Corporate Support and those making up the Professional and Technical Advice Team.
What we are looking for
Education / Qualifications / Training
Educated to GCSE standard or equivalent
Knowledge & Experience
Excellent command of the English language, spoken/written
Experience in Help Desk management
Skills & Abilities
Effective interpersonal skills
Effective communication and telephone skills
Effective Customer Service skills
Accurate keyboard skills
Good Microsoft Office skills
Understanding of information management systems/databases.
Capable of working in a team
Able to establish and maintain effective working relationships
Attention to detail / accuracy
Ability to work under pressure and meet deadlines
Ability to work in a fast moving environment
SC Clearance held and in date
Experience of working within the Ministry of Defence.
Develop positive, supportive working relationships with the Helpdesk team, Interserve colleagues, and other work-related professionals.
Sets standards for high performance
Committed to developing self and others
Personal, Professional and Technical;
Personal - Planning and Organising, Quality Orientation, Persuasiveness, Analysis, Communication skills, Action Orientation, Interpersonal Sensitivity, Flexibility, Resilience, Personal Motivation, Operating with Integrity
SC level of clearance is required for this role. If not currently held the successful candidate will have to complete and pass the SC clearance process successfully to confirm appointment.
Staff information is confidential. It is a condition of employment that you will not use or disclose any confidential information obtained during the course of your duties.
This job description may be subject to change according to service needs, changes will be made in consultation with the post holder.
About the company
Interserve's vision is to redefine the future for people and places. We are one of the world's foremost support services and construction companies, operating in the public and private sectors in the UK and internationally. We offer advice, design, construction, equipment, facilities management and front-line public services. Interserve is based in the UK and is listed in the FTSE 250 index. We have gross revenue of £3.3 billion and a workforce of 80,000 people worldwide.