Helpdesk Coordinator

The Helpdesk Coordinator will be responsible for delivering excellent customer services, managing all scheduling provisions and acting as a focal point for all maintenance activities across the estate., * Handle inbound telephone calls within contractual SLAs in a professional manner

• Proactively co-ordinate the delivery of all workflow to a team of on-site operatives, adhering to safe working practices at all times
• Ensure that systems are updated within prescribed timescales and utilised to their full capability to ensure maximum efficiency
• Handle incoming e-mail and other potential omnichannel routes within contractual SLAs
• Raise and manage Service Requests in the CAFM system
• Handle complaints and escalate where appropriate
• Provide an excellent customer experience
• Achieve all internal KPIs and quality requirements
• Communicate effectively both formally and informally
• Support continuous improvement to ensure that the Helpdesk is future proof, operates at its optimum level and adopts a lean environment
• Participate in projects that are operationally attached to the Helpdesk
• Ensure all site security requirements are adhered to
• Ensure all site health and safety requirements are adhered to

This is an exciting opportunity for a motivated and ambitious Helpdesk Coordinator to play a pivotal role in a brand-new Customer Services Helpdesk., * Experience of working within a Customer Services Helpdesk or scheduling environment

• Experience in dealing with complex and challenging customers
• Ability to perform consistently to key metrics and tight timescales
• Proven track record of delivering and maintaining quality outcomes for customers
• Good knowledge of helpdesk technology including telephony, omnichannel and CAFM systems

Knowledge and Skills

• A commitment to delivering excellent customer service whilst maintaining high levels of quality and accuracy at all times
• Ability to communicate to an excellent standard both verbally and in writing
• Must pass appropriate clearance for the role (SC Level)
• Eye for detail and prepared to apply exacting standards
• Excellent IT skills (Microsoft packages)

• The role holder will work shifts between the core operational hours of Monday - Friday from 8am - 4.30pm, although some weekend and evening support may be required.
• You will be required to attend an initial week long training session in Liverpool between November 14th - December 1st.
• In order to be considered for this position, you must be able to pass SC security clearance.