Call Handler

Call Handler

Permanent | Full-Time
Salary: £29,500 + overtime available
Hours: 40 hours per week, Mon–Fri | differing 8-hour shifts (7AM-3PM | 9AM-5PM | 11AM-7PM)
Weekend Working: Approximately one 6-hour weekend shift per month, paid at overtime rates
Location: RMA Sandhurst (Camberley, GU15 4PQ)

Our client, a leading provider of integrated facilities management and infrastructure solutions is hiring for a professional and customer-focused Call Handler to join a large helpdesk team at RMA Sandhurst.

As a Call Handler, you will be one of the main points of contact for customers, site teams, contractors and vendors. You will play an important role in keeping reactive maintenance work orders moving, ensuring customers are kept informed and delivering a positive, helpful service at every stage.  This is a fast-paced role where you will manage a high volume of enquiries, coordinate updates and proactively follow up outstanding work to ensure service levels are maintained.

Key Responsibilities

• Manage a high volume of calls and emails via NICE CXone, resolving customer queries efficiently and professionally.
• Act as a key liaison between end users, site teams, contractors, vendors and stakeholders.
• Chase reactive maintenance updates and keep customers informed of progress.
• Monitor overdue work orders and proactively drive actions to completion.
• Jeopardy-manage work orders with Principal and Self-Delivery vendors to prevent delays and maintain service levels.
• Review and progress reactive work orders in Decline or Review status, ensuring timely resolution.
• Maintain accurate records and ensure all actions and updates are captured correctly.
• Keep the Helpdesk On Desk Manual accurate, relevant and up to date.
• Prioritise competing demands while managing multiple tasks, deadlines and stakeholder expectations.

About You

• Customer focused, friendly, approachable and genuinely helpful.
• A confident communicator who can build effective relationships with customers, site teams, vendors and other stakeholders.
• Highly organised, proactive and able to demonstrate excellent attention to detail.
• Comfortable working in a fast-paced, high-volume environment.
• Able to manage multiple priorities and remain calm under pressure.
• Confident taking ownership of tasks and following them through to completion.
• Comfortable using IT systems and working across multiple platforms.

If you're organised, customer-focused and enjoy working in a busy operational environment where you can make a real difference, we'd like to hear from you.