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Full job description
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Location:Remote
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Contract Type:Permanent
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Work location:Remote
Switchboard & Helpdesk Operator (1310)
We are committed to delivering exceptional guest services and facilities support across our business. Our Switchboard and Helpdesk team plays a vital role as the first point of contact for clients, partners, and colleagues—ensuring every interaction is handled with professionalism, efficiency, and care.
Working as part of a collaborative and high-performing team, we take pride in maintaining high service standards while supporting a dynamic, multi-site organisation. This is an opportunity to join a team that values teamwork, continuous improvement, and excellent customer service.
We are now looking for a switchboard & helpdesk operator to join us on a part time basis, working 20 hours per week, 10-2pm Monday to Friday. This is primarily a home-based role, with occasional travel to office locations for training, collaboration, and team engagement.
About the role.
In this role, you will act as the first point of contact for all incoming calls, providing a professional and friendly service while ensuring queries are directed efficiently across the business. You will manage a busy, multi-line switchboard, accurately transferring calls, taking detailed messages, and responding to enquiries via phone and email. Alongside switchboard duties, you will support the Facilities Helpdesk by logging and tracking requests, ensuring issues are promptly escalated and resolved.
This is a varied role that requires excellent communication skills, strong attention to detail, and the ability to remain calm under pressure.
Key responsibilities include:
- Handling a high volume of incoming calls and directing them appropriately
- Providing clear and accurate information to callers in a professional manner
- Recording and relaying messages and enquiries with precision
- Monitoring and responding to shared inbox emails and website enquiries
- Logging helpdesk requests and coordinating resolution with relevant teams
- Maintaining switchboard directories and updating organisational changes
- Supporting incident handling and escalating urgent issues where needed
About you.
You are a confident and customer-focused professional who thrives in a fast-paced environment and takes pride in delivering a high standard of service. With a calm and approachable manner, you are able to build rapport quickly and handle a wide range of enquiries with professionalism and empathy. You are highly organised, detail-oriented, and capable of managing competing priorities while maintaining accuracy. A proactive problem-solver, you are comfortable working independently as well as collaboratively, and you are always looking for ways to improve processes and enhance the overall customer experience.
To be successful in this role, you’ll have as a minimum:
- Proven experience in a customer service or high-volume call-handling role
- Excellent communication skills, with a professional and confident telephone manner
- Strong attention to detail and accuracy in handling messages and requests
- Ability to work under pressure and manage multiple priorities effectively
- Good IT skills, including experience with Microsoft Office or similar
What makes it great to work here?
We continually work hard to create an open culture that sets us apart from other firms. Our culture gives us much more of a human feel, emphasising that we’re more than just suits!
As signatories to the Mindful Business Charter, it’s important to us that our people are able to maintain healthy and happy lives, both in and out of work. We have a number of resources and initiatives designed to support health and wellbeing and we’re very happy to talk flexible working.
Through our DEI initiatives we create an environment in which difference is valued. We have an Diversity, Equity and Inclusion Group, led by our Board Sponsor, which works with our colleague networks (we currently have firm supported networks for race, ethnicity, and cultural heritage, LGBTQ+, disabilities, neurodiversity, families, and women’s career development and we’re in constant dialogue with our people about how we expand our networks to better support everybody). Find out more about DEI at WBD here. We encourage applicants from all social backgrounds, ethnicities, disabilities, gender identities and sexual orientations.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long term condition and need us to make any adjustments to give you the best possible recruitment process, please let us know by contacting the recruiter on the right hand side of this page. Please also let us know if you need this job advert or the application form in a different format.
We will offer an interview to candidates with a disability or long-term condition who meet the minimum criteria for this role. You can opt into this scheme within the application form. Your response to this question is only used for this purpose, is only visible to the recruitment team and is not used for data monitoring.
- Apply Now
Need any adjustments to give you the best possible recruitment process or want to find out more about this role?
Contact your recruiter now.
Laura Clifforde
+44 117 989 6834
Meet the manager
Gary Souter
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