Maintenance Hub Agent

About the role...

An exciting opportunity to join us as a Maintenance Hub Agent based in our Customer Support Centre in Walsall. As a Maintenance Hub Agent, you will provide exceptional service to our customers and colleagues, ensuring all maintenance requests are handled according to our Service Level Agreements (SLA). You will take ownership of urgent issues, manage them from start to finish, and maintain clear communication with key stakeholders.

Shift Patterns 7 am  -4 pm   8 am - 5 pm    8.30 am  -5.30 pm.

Weekend will be 1 in 3 ,weekend shifts  8.30 am  -12.30 pm  and 12.30 pm - 5.30 pm.

We uphold three core behaviours that guide all our actions:

• Love Our Customers: We strive to delight our customers, listening and responding to their needs because they are our priority.

• Care for Our Colleagues: We support each other to foster a workplace where everyone can thrive.

• Protect Our Pounds/Euros: We are committed to cost-efficiency and value, ensuring every penny counts.

We reserve the right to close this vacancy early if we receive a high volume of applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Why choose us?

• Professional development: A comprehensive induction plan and the opportunity to complete in-house development programmes to set you up for success or to pursue an apprenticeship through our apprenticeship programme.
• Bonus Potential: Unlock the possibility of earning additional bonuses, rewarding your hard work and achievements.
• Free On-Site Parking: Enjoy the convenience of free parking, making your daily commute hassle-free.
• Onsite Coffee Lounge: Take advantage of our onsite coffee lounge, a perfect space to relax and recharge during breaks.
• Exclusive Store Discounts: Receive a 10% discount on most in-store purchases, enhancing your shopping experience.
• Family-Friendly Benefits: Our comprehensive benefits are designed to support your and your family’s needs.
• My Staff Shop: Gain exclusive discounts through our ‘My Staff Shop’ portal, saving on various products and services.
• Life Assurance Cover: Enjoy peace of mind with our life assurance cover, securing your family’s future.
• Health & Wellbeing Programme: Benefit from an employee assistance programme that supports your health and wellbeing.
• Generous Holiday Allowance: Start with a generous leave entitlement that increases by one day each year (up to 33 days), with the option to buy additional holiday annually. Celebrate your special day off work every year with an extra day’s holiday because we believe birthdays are important.
• Pension Scheme: Plan for the future with our contributory pension scheme, helping you save for a secure retirement.

Your Impact and Responsibilities…

• Handling maintenance calls with a professional and supportive attitude.

• Logging incoming calls.

• Managing urgent calls from start to finish, keeping key stakeholders informed.

• Raising purchase orders.

• Handling email queries.

• Following up on quotes that impact health and safety or business operations.

• Communicating effectively with colleagues, contractors, and engineers.

Skills and Knowledge…

• Basic knowledge of Microsoft Outlook, Excel, and Word.

• Experience working in a helpdesk or contact centre environment.

• Strong planning and organisational skills.

• Excellent written and verbal communication skills.

At Poundland & Dealz, we don't just offer products at amazing prices; we cultivate an environment where every colleague can thrive and contribute to our mission of providing amazing value to millions of customers. Our commitment to excellence, inclusion, and sustainability forms the foundation of our culture, empowering our colleagues to be the best versions of themselves while making a meaningful impact on the communities we serve, so apply today!

About us...

Since our humble beginnings in 1990, Poundland has evolved into a retail powerhouse with over 900 stores and nearly 18,000 dedicated colleagues across the UK and Republic of Ireland. The addition of Dealz in 2011 further solidified our presence, enabling us to reach millions of customers with our unparalleled value offerings. 

At Poundland & Dealz, we don't just offer products at unbeatable prices; we cultivate an environment where every colleague can thrive and contribute to our mission of providing amazing value to millions of customers.

Our commitment to excellence, inclusion, and sustainability forms the foundation of our culture, empowering our team members to be the best versions of themselves while making a meaningful impact on the communities we serve. Our behaviours and the hard work, commitment and passion of our wonderful colleagues make it all possible.

We like to keep things simple, so we have just three behaviours that lie at the heart of everything we do and keep us on track. They are Love our customers, Care for our colleagues, and Protect the Pounds and Euros. By living our behaviours every day, we've created a land that is fun, friendly, and full of surprises—a place where our people can truly be the best versions of themselves!