Helpdesk Coordinator - Bristol, United Kingdom - HVAC Recruitment LTD

HVAC Recruitment LTD
HVAC Recruitment LTD
Verified Company
Bristol, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Location:
Bristol, Redland

Term:
Full Time/ Temp

Pay Rate:
£10.90


This is an exciting opportunity for a motivated and ambitious Helpdesk Coordinator to play a pivotal role in a 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:


  • Handle inbound telephone calls within contractual SLAs in a professional manner
  • Proactively coordinate the delivery of all workflow to a team of onsite 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
  • 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

What you'll need to do the role:

Experience

  • 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)
  • Excellent IT skills (Microsoft packages)

Job Types:
Full-time, Temporary contract


Salary:
£10.90-£11.00 per hour


Benefits:


  • Company pension
  • Life insurance
  • Onsite parking

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • Fairford: reliably commute or plan to relocate before starting work (required)

Education:


  • GCSE or equivalent (preferred)

Experience:


  • Technical support: 1 year (preferred)
  • Customer service: 1 year (preferred)

Work Location:
One location
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