Job Description

This will include managing a high volume of transactions via various communication methods including telephony and web traffic for a facilities management Helpdesk. Additionally, you will be responsible for a portfolio of high-profile clients raising various types of service requests for the hard and soft services we deliver to our clients.

You must be self-motivated, able to work under pressure using your own initiative as well as being a team player. Computer literacy, professionalism and excellent communication skills are fundamental elements of this role as is having knowledge of Microsoft Office. Previous experience in a similar role would be advantageous.

Responsibilities will include:

• Supporting the Helpdesk, the customer service administrator will be dealing with a high volume of Inbound phone calls, data input, general enquires/query resolution, email and web traffic.
• Answering and acting upon a high volume of incoming/outgoing telephone calls to standard protocol and KPI’s.
• Ensuring that the client is kept fully updated regarding all enquiries and closing the loop on all queries ensuring they have been resolved to the client’s satisfaction
• Update the system ensuring that there is a full history on all requests logged prior to closing these in the system. Proactively contacting service streams for updates on queries so that agreed SLA’s are met.
• Accuracy and attention to detail are a must when both logging and raising queries which will then be referred to the appropriate resolver for action.
• Obtaining as much information as possible is vital when logging requests in the system.
• Collating and prepare weekly/monthly client reports to agreed SLA timescales.
• Capturing all required data for analysis by both Account Managers and clients.
• You will be required to collate data around both financial and service level KPI’s.
• Acting as first point of contact for the Helpdesk contracts at weekends.
• Maintaining and performing within GDPR standards.
• Complaint and compliment handling.

What will you get in return?

• An enhanced pension scheme (above auto enrolment rates) - to save for the future
• Life Assurance – to protect your family should the worst happen
• 25 days holiday, plus 8 bank holidays on top
• Option to purchase additional annual leave
• Private Medical Insurance – to protect you
• Access to 100s of high street discounts
• Financial Wellbeing support - Access to low interest loans
• Training and Development- apprenticeships, e-learning, English as a Second Language and our award nominated ‘Impact’ Programme
• Long Service Awards
• Cycle to work scheme- discounted bicycles
• Access to our Employee Assistance Programme- 24-7 Health & Wellbeing Support

Required Knowledge, Skills, and Abilities

• O level / GCSE Standard or equivalent (English & Math)
• NVQ in Customer Services would be an advantage
• An excellent knowledge of Microsoft Office/Excel
• Excellent Customer Service track record
• Previous experience in a call handling environment
• Good time management skills
• Experience in a hard/soft services environment would be advantageous
• Ability to work under pressure with a high degree of accuracy
• An excellent team player