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An opportunity to join an expanding and progressive company as a Helpdesk Administrator in a fast-paced and varied environment. As a Helpdesk Administrator, your role will involve receiving calls and emails from customers or tenants requesting various services, repairs or general queries.
Monday-Friday 9am-5pm.
The Helpdesk Administrator will aim to answer all queries relating to their service and provide a first call resolution where possible. You will also work very closely with external teams and contractors to ensure continuity of service and to achieve your objectives.
Benefits include free city centre parking, performance reviews and rewards, plus an exceptional modern, open-plan office working environment.
To apply for the Helpdesk Administrator role, it is essential that you have previous phone-based customer service experience, preferably within a high-volume contact centre environment or a facilities support role. For the Helpdesk Administrator role, the ability to learn new skills and systems quickly is essential.
Objectives of the role:
• You will be the first point of contact for urgent enquiries, clarifying detail establishing urgency and providing initial guidance to the relevant party.
• Determine responsibility for repair issues (through agreements and service charges) and advise accordingly.
• Liaise with Contractors to provide updates on estimated work and commencement dates, ensuring all parties are kept informed and the internal system updated.
• Confirm completion of works with Contractors and processing of recharges when required.
• Determine the correct accounting code when processing orders to maintain budget levels.
• Liaising with other departments to manage processes and updates.
• Manage incoming quotes, budget allocation.
• Awareness of health and safety, environmental health, and trade critical issues to prioritise jobs
• Monthly catch-up calls with internal stakeholders on outstanding issues.
• Work within the guidelines and always maintain GDPR requirements.
Skills and experience:
• Customer service and telephony experience essential.
• Excel and Outlook skills (including Inbox management) essential.
• High degree of accuracy and attention to detail.
• Great organisational skills and ability to prioritise and work to tight timescales.
• Excellent communication skills, both written and verbal.
• Flexibility to cover other departmental tasks or assist as required.
• Good team player.
• Able to manage difficult conversations.
• Property Helpdesk experience is desirable but not essential.
KEYWORDS: helpdesk, customer service, quotes, accounts, administration, calls, queries
