ABOUT MJ QUINN
MJ Quinn is a UK‐based infrastructure services provider specialising in delivering comprehensive, end‐to‐end solutions across a range of industries, including telecommunications, utilities, and mechanical and electrical engineering. Guided by a commitment to quality, innovation, and sustainability, we offer tailored services encompassing design, installation, maintenance, and project management.
Partnering with leading organisations, we successfully execute complex projects by leveraging advanced technology and the expertise of our skilled workforce. Our customer‐centric approach ensures efficient, reliable service delivery while maintaining our focus on building long‐term, sustainable solutions.
At MJ Quinn, our purpose is to play a vital role in maintaining and enhancing critical infrastructure, connecting and supporting communities and businesses across the UK.
Our Core Values
* People‐Focused: We prioritise the well‐being, growth, and success of our team and partners.
* Safety Always Matters: We are unwavering in our commitment to ensuring a safe environment for all.
* Operational Excellence: We strive for the highest standards of quality, efficiency, and continuous improvement.
* Sustaining Our Future: We are dedicated to delivering sustainable solutions that positively impact the environment and society.
Join MJ Quinn, where we combine innovation, expertise, and a values‐driven culture to deliver excellence in every project.
DEPARTMENT OVERVIEW
The Service Delivery arm of MJ Quinn was established to assist Openreach in the UK wide provisions of copper, managed install broadband and Fibre to the Premises (FTTP). Due to wide variations in demand and the dynamic state of their Fault Work Stack, Openreach need a flexible, mobile, and reactive supplier to help in the delivery of provision of service to customers.
JOB OBJECTIVE
As a Helpdesk Coordinator, you will be responsible for 'on the day' allocation and Jeopardy management of work for all service delivery products and pro‐actively managing the outbound workflow.
KEY ROLES AND RESPONSIBILITIES
* Allocation of work to field teams
* Allocate and jeopardy manage the work stack to help deliver efficiencies in the operation and maximise the bottom‐line contribution
* Deliver inbound and outbound call metrics and maintain service level agreements
* Prioritise on the day work stack and allocate effectively to deliver client metrics
* Operate a duty of Care function for field personnel
* Dealing with requests via inbound calls within a timely manner and observing daily KPIs
* Monitoring all upholding queues and identifying potential conversions
PERSON SPECIFICAITON
* Experience of working within a similar role.
* Excellent communication skills and a good telephone manner.
* Customer service experience – dealing with engineers is preferred but not essential.
TERMS AND CONDITIONS
* Working Conditions: Full Time Office Based
* Department: Helpdesk
* Reports to: Helpdesk Manager
* Hours of Work: Between the hours of 8am – 8pm (Shifts may vary)
* Rate of Pay: £24,785
* Work Location: Liverpool
* Travel Requirements: No
* Holiday Entitlements: 6.6 week per annum, inclusive of bank holidays and company shutdowns.
* Benefits: Free car parking, 2 x death in service benefit, healthcare plan, cycle scheme & company contribution pension scheme, enhanced maternity and paternity
DIVERSITY STATEMENT
MJ Quinn is committed to promoting an environment that values diversity. All staff are responsible for ensuring that all employees, customers, suppliers, and visitors are treated equally and fairly and not discriminated against on the grounds of age, disability, gender reassignment, marriage & civil partnerships, pregnancy & Maternity, race, religion or belief, sex, or sexual orientation.
MJ Quinn welcomes applications from a diverse range of candidates regardless of their background, disability or gender and is committed to creating a workforce as diverse as the communities we serve.
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