Helpdesk Operator

Role Overview

Location: Barrow in Furness

Salary: £28,496 per annum

Working hours: Monday to Friday, 7:30 to 16:30.

Contract Type: Permanent Full Time.

Role Overview

To be a point of contact for customers, employees and third-party suppliers for placing work order requests.

Role includes answering queries, logging requests and liaising with the relevant stakeholders to ensure works are completed in a timely manner and provided with excellent customer service.

What You’ll Do:

Work order management:

• Answer telephone calls from the customer in a polite and friendly manner, answering queries, taking relevant information and raising jobs,
• Booking operatives on site following the access process
• Liaise with subcontractors and operatives to schedule appointments/repairs.
• Ensure those completing work orders have the correct information required to complete the job.
• Prioritise emergency works.
• Build positive relationships with the wider team
• To effectively administer the CAFM system in relation to PPM and reactive maintenance on the contract as well as new works requests.
• Adhere to account document management processes and ensure all compliance paperwork is stored correctly.

Drive operational excellence across the portfolio and meet/exceed expectations, tasks include;

• Answer queries promptly and respectfully.
• Ensure data is updated on a regular basis.
• Administrative duties
• Ensure that any reported breakdowns and tasking requests are recorded correctly
• Maintain clear and effective lines of communication with facility staff and end user community.
• Ensure that our client receives excellent customer service.
• Undertake customer satisfaction questionnaires of completed works and record the feedback. Where the feedback is negative, forward to the appropriate Manager for further action.

About The Role

Who you’ll be:

• Practical experience in an FM operational environment is preferable.
• Candidate must be computer literate.
• The ability to communicate effectively and build relationships at all levels.
• Personable, approachable, flexible attitude and a good collaborator
• Highly organised.
• Calm under pressure and able to multi-task effectively.

At OCS, we deliver facilities management for the Defence sector by combining our engineering heritage with advanced innovation to support mission critical environments. We put people at the heart of everything we do, working closely with Defence customers to understand their needs, from strategic estate priorities to the safe, reliable delivery of day-to-day services across secure sites.

For our people, working in Defence offers long term stability and the opportunity to build a meaningful, lasting career. Defence contracts are typically longstanding, providing job security, continuity of work, and the chance to develop deep expertise within complex, high profile environments.

Our purpose is to ensure Defence infrastructure remains resilient, compliant, and ready to support operational effectiveness.

Through our One Data World platform, we use secure, data-driven insights to optimise performance, proactively manage critical assets, and adapt services to evolving operational demands, while enhancing the experience of personnel on-site.

By taking on the complexity of facilities management, we enables Defence organisations to stay focused on their core mission, while we ensure the infrastructure behind it performs without compromise.