Engineering Help Centre Advisor

The Engineering Help Centre Advisor crucial for delivering exceptional customer service and resolving issues for engineering stakeholders across the 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).

Please note this is a 12-month fixed-term contract.

• Working across a range of computer-based systems and data platforms, including Maximo, Works Approval, Salto and historical databases.
• Applying sound judgement to determine when further action or escalation is required.
• Providing clear, accurate and meaningful updates on work progress via email, text message and telephone.
• Communicating confidently with a wide range of internal and external stakeholders, asking the right questions to gather essential information. Although most communication will be telephone-based, face-to-face interaction is also an important aspect of the role.
• Liaising closely with delivery teams to continually review and adjust work allocations, ensuring optimal use of resources.
• Ensuring all calls to Engineering Operations are answered within agreed SLAs.

• Experience working with multiple applications. Eg; MS Word, MS Excel, Internet browsers
• Strong customer service skills and a professional, confident telephone manner.
• Excellent written and verbal communication skills, with the ability to engage effectively at all levels and maintain professionalism with colleagues, customers and business partners.
• Flexibility to work 12‑hour core shifts, including both days and nights.