Helpdesk coordiantor
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Full Time/Permanent
Engineering, Maintenance
£20,000 to £29,999
£20k - 25k per year
East Midlands
Croughton
10589
28-04-2023 03:19 PM
26/05/2023 03:20
Helpdesk Coordinator
RAF Croughton, Oxfordshire
Permanent Role
8am-5.00pm
£24,000
This is an exciting opportunity for a motivated and ambitious Helpdesk Coordinator to play a pivotal role in a brand-new Customer Services Helpdesk.
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.
Key Accountabilities as a Helpdesk Coordinator
- 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
Experience needed for our Helpdesk Coordinator role-
- 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)
If you are interested in the role, please apply in the below or call the office on 0121 809 1999 and ask for Fin, you can also email me - fin@hvacrecruitment.com
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