Restaurant jobs in Welwyn Garden City

Helpdesk Assistant – Commercial

Plumbing & Drainage

Flowright

Full-time | Office-based | Welwyn Garden City

Shift pattern: Early 6:00am–2:00pm | Late 12:00pm–9:00pm

About Flowright

Flowright is a commercial plumbing and drainage company providing 24-hour support to the

hospitality industry.

Our customers include some of the best-known names in restaurants and hotels, from major

restaurant chains such as Nando’s and Five Guys to prestigious hotels including The Savoy,

The Dorchester and Mandarin Oriental.

We are committed to changing the perception of the plumbing and drainage industry by

providing a service that is friendly, responsive, valuable and consistently high quality.

At the centre of that service is our Helpdesk.

We are looking for a Helpdesk Assistant to join our existing office team, working under the

direction of our Helpdesk Manager.

This is an important role within Flowright. You'll be one of the main links between our

customers, engineers and office team, helping to make sure jobs are organised effectively,

information is communicated clearly and our customers receive the level of service we

expect.

The Role

This is a busy, hands-on role in a fast-moving environment where no two days are exactly the

same.

You'll deal with incoming telephone calls and emails, schedule work for our engineers,

arrange permits and site access, provide customers with job updates and make sure the

information within our systems is accurate and up to date.

Our business operates 24 hours a day, and plans can change minute by minute.

An urgent job may come in from a restaurant or hotel, an engineer's schedule may suddenly

change, a customer may need an immediate update or access to a site may need to be

arranged at short notice.

Being able to stay organised and remain calm when several things are happening at once

is essential.

You'll work closely with the Helpdesk Manager and the rest of the Helpdesk team to make

sure customers and engineers receive the support they need.

Working Hours

The Helpdesk operates two shift patterns:

Early shift: 6:00am–2:00pm

Late shift: 12:00pm–9:00pm

This is a full-time, office-based position at our Welwyn Garden City office. There is no

hybrid or remote working.

Applicants should therefore make sure they are comfortable with the location and shift

requirements before applying.

Key Responsibilities

Your responsibilities will include:

 Booking and coordinating day and night shift activity

 Scheduling jobs and allocating work

 Arranging permits and site access for jobs

 Answering incoming telephone calls

 Making outgoing calls to customers, engineers and other contacts

 Monitoring the Helpdesk information mailbox

 Responding to and actioning emails

 Providing customers with accurate and timely job updates

 Chasing purchase orders and order numbers

 Recording and updating job information within our systems

 Communicating with engineers throughout the working day

 Supporting customers with queries and concerns

 Escalating problems to the Helpdesk Manager when appropriate

 Helping to reorganise schedules when priorities change

 Maintaining accurate records

 Working closely with other members of the Helpdesk and wider office team

 Helping ensure every customer receives a friendly, professional and responsive

service

What We're Looking For

There are five qualities that are non-negotiable for this role.

Telephone Confidence

A significant part of this job involves speaking to people on the telephone, so you must be

comfortable picking up the phone and communicating confidently.

Our customers often contact us because something has gone wrong. A restaurant may have a

blocked drain during service or a hotel may have an urgent plumbing problem.

You'll need to listen carefully, obtain the right information and communicate clearly and

professionally.

You don't need to know everything immediately – but you do need to be comfortable

speaking to people and finding the information or support they need.

Organisation

You'll often have several things requiring your attention at the same time.

There may be jobs to book, engineers to contact, permits to arrange, customers waiting for

updates and emails that need actioning.

Being able to organise your workload and keep track of the details is essential.

Remaining Composed Under Pressure

Our Helpdesk can get busy.

Priorities can change quickly and sometimes several urgent situations will happen at once.

We're looking for someone who can stay calm, listen, think clearly and work through what

needs to be done rather than becoming overwhelmed.

Customer Service

How we communicate with our customers matters.

You should be naturally helpful, polite and professional and understand the importance of

keeping customers informed.

Sometimes customers will be frustrated or under pressure themselves. You'll need to remain

professional and focus on helping them get the situation resolved.

Teamwork

Nobody runs the Helpdesk alone.

You'll be working alongside other Helpdesk team members, the Helpdesk Manager, engineers

and the wider office team.

We're looking for someone who communicates well, helps their colleagues and understands

that good teamwork is essential when things get busy.

You'll Also Need

 Good written English, spelling and grammar

 Confidence using computers

 The ability to work quickly and accurately

 Strong attention to detail

 Good communication skills

 The ability to follow processes and instructions

 The ability to prioritise your workload

 A willingness to learn

 A positive and helpful attitude

 Reliability and good timekeeping

 The confidence to ask questions when you're unsure

 The ability to take ownership of tasks and see them through

Systems & Training

Technology is an important part of how we operate.

We use JobLogic as our main business operating system and Employment Hero as our

Human Resources system, alongside email and other everyday office software.

Previous experience with these particular systems is not required.

Full training will be provided, but you will need to be comfortable using computers and

willing to learn new systems and processes.

About You

We're deliberately open-minded about the person we're looking for.

You might already have experience working on a helpdesk, in customer service, scheduling,

facilities management, hospitality, an office environment or another fast-paced role.

Or you might be earlier in your career and looking for an opportunity to demonstrate what

you can do.

We're more interested in your attitude and abilities than the number of years you've

spent doing a similar job.

If you're naturally organised, confident speaking to people, comfortable using computers and

capable of keeping your head when things get busy, we'd be interested in hearing from you.

You should also enjoy being part of a team. There will be times when you'll need support

from your colleagues and other times when they'll need support from you.

Why Join Flowright?

You'll be joining a growing business where the Helpdesk plays a genuinely important role in

the service we provide.

You'll receive training on our systems and processes and work as part of an experienced team,

with support from the Helpdesk Manager.

For someone with the right attitude, this is also an opportunity to develop valuable experience

in customer service, scheduling, operations and the commercial plumbing and drainage

industry.

Most importantly, you'll be joining a company that wants to provide a genuinely friendly,

valuable and high-quality service to its customers.

If you're organised, confident on the telephone, calm under pressure, customer-focused

and enjoy working as part of a team, we'd love to hear from you.

Job Types: Full-time, Permanent

Pay: From £27,000.00 per year

Benefits:

• Company events
• Company pension
• Free parking
• On-site parking

Experience:

• Customer service: 2 years (required)
• Phone Handling: 2 years (required)
• Data entry: 2 years (required)

Location:

• Welwyn Garden City AL7 1AN (required)

Work Location: In person