Heathrow Airport
Job title:
Engineering Help Centre Advisor
Company
Heathrow Airport
Job description
Job Description:The Engineering Help Centre Advisor crucial for delivering exceptional customer service and resolving issues for Stakeholders across Heathrow Airport. As the first point of contact you will operate telephone, digital and administrative communications with efficiency. The main responsibility for this role includes using various computer systems to competently manage and resolve customer issues, ensuring adherence to service level agreements (SLA’s).Your ability to communicate effectively, apply sound judgement and focus on resolutions is fundamental to maintaining operational excellence.This role is shift work consisting of days and nights.Responsibilities:
- This role focuses around a wide variety of computer-based systems and data. Systems include; Maximo; Works Approval; Salto; and historical databases.
- The ability to apply judgement and decide that further action or escalation is required is critical to this role.
- Providing accurate and meaningful feedback on the progress of work through a variety of mediums (including email; text messages and telephone calls).
- Communicate with a wide range of customers and internal / external stakeholders; questioning for more information. This communication will primarily be by telephone, however, face to face interaction is also key.
- Liaise with the delivery teams on an on-going basis to revise and refine work allocations to achieve the optimum use of resources.
- Ensuring all calls to Engineering Operations are answered within the required SLA’s.
Qualifications:
- Confidence grasping multiple computer systems.
- Excellent customer service skills and professional telephone manner.
- Possess great communication skills (both written and verbal) and ability to communicate with all levels of staff, deal professionally with colleagues, customers and business partners.
- The ability to be flexible (may be required to work 12-hour core shifts consisting of days & nights) but for the period of the fixed-term the working pattern will most likely be Monday to Friday 8am to 4pm but be able to adapt to change and work efficiently under pressure.
About Us:There’s something so special about working at the world’s most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.Every day, you’ll discover a world full of fresh possibilities and come home buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.Join us on that journey and we’ll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there’s no place like Heathrow.Our rewards We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we’ll support you to be at your best inside and outside work. And of course, we’ll provide varied learning and development opportunities too. Here you’ll find everything you need for a fulfilling career journey that can take you in exciting directions.Working locationThis is an airport-based position. Every day, you will play a critical role in helping us to give our passengers the best airport service in the world.Sustainable Travel to workHeathrow’s sets out easy and sustainable travel options that everyone can access.Equal OpportunitiesAs an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger – not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work, and through our diversity networks, we champion inclusivity and celebrate individuality.About the Team:Be part of this city within a city. Every year, millions of people travel through Heathrow. Joining our Engineering team means being at the heart of a complex operation whose size, scale and reputation for innovation are unique. We make sure the airport is always running smoothly and keep passengers and planes moving.Our team touches all aspects of airport life – from water to energy, rail to roads, baggage systems to runways. The scope and variety of what we do is vast, spanning mechanical, electrical, water, civil, rail and environmental disciplines. Together we are responsible for the performance of 500,000 assets worth £14bn. It means there are always a wide range of interesting development, construction and maintenance projects to get involved with. And a lot of ways to develop your skills, career and reputation.You’ll be part of a close-knit, driven team, taking on work that you can take real pride in and feel passionate about. It’s an exciting place to be, where every day, you’ll discover a world of fresh possibilities and you’ll be mentored by world-class experts every step of the way.
Expected salary
Location
Heathrow, Greater London
Job date
Wed, 30 Oct 2024 08:44:17 GMT
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