Customer Service Desk Partner - London, United Kingdom - Tenon FM

Tenon FM

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

ABOUT THE ROLE:

We are currently recruiting for motivated, reliable and customer focused Customer Service Desk Partner to join our team based in Uxbridge, London.

Job Type:
Permanent - Full Time.

Pay Rate:
£20,000 per annum.

Working Hours: 40 Hrs per week, Monday to Friday 09:00Hrs to 17:30 Hrs.

Start Date:
Immediately.

Role Summary:

Be a key member of the Service Desk team ensuring that our customers have a better day, every day.

You will be responsible for timely support to both external and internal customers thus ensuring their expectations are met or exceeded.

The Customer Service Desk Partner will be responsible for ensuring all requests are dealt with, logged and proactively followed through to completion as this will form part of the Service Desk KPIs by which we are measured.

You will be customer-focused and motivated to meet and exceed customer needs every day.

You will work with the site teams to ensure excellent service delivery and that our clients have a better day, every day.

Your responsibilities and Key Areas of work may include:

Be the first point of contact, support to customers and ensure all reported service delivery issues raised are logged and fully managed and dealt with in a timely and effective manner, keeping the customer updated as required
Daily review and updating of service requests through our dedicated Service Desk system as well as customer own systems
Ensure that all client operational issues raised are passed to the appropriate person as soon as possible and that a response is sent to the client within the golden hour of a request being received
Management of workbills for additional customer works and ensuring that any additional employee hours are passed to Payroll for payment in the relevant payroll processing month and details are submitted to Finance for billing purposes
Monitor, review and implement relevant processes and procedures, as required
Support operational departments managing their purchase order process
Create and prepare site documents in conjunction with relevant departments and ensure they are in place and in accordance with business needs and applicable legislation
Provide operational administrative support on key tasks, such as the preparation and sending of quotes and contracts to clients
Prepare and produce monthly reports, analysing data and providing insight and commentary, as required
Liaise with the relevant departments, as required, to ensure that internal detailed costs analysis sheets are maintained and up to date
Ensure that the operations teams' Quality Monitoring Reports are collated as scheduled and logged
Assist with general daily office duties as required, which will include dealing with incoming and outgoing post, managing stationary, office stock ordering etc
Ensure that assigned key accounts are managed in accordance with the agreed service levels, with a focus on maximising costs and creating a great customer experience
Attend client meetings as required
Assist with the coordinating and minute taking of meetings
Comply with any reasonable requests made by management
Assist with the coordinating and minute taking of meetings
Comply with any reasonable requests made by management

ABOUT YOU:

Proven experience working in an administrative customer service department, preferably in a busy serviceoriented industry such as facilities management, hospitality, retail
Be an excellent communicator, both written and verbal, with the ability to confidently and credibly engage with clients, colleagues and other external partners and not afraid to ask for information, when required
Excellent IT skills, including Microsoft Office suite, including Outlook, Word and Excel, and Sharepoint and confident working with CRM systems
Proven record of being responsive and innovative
Selfmotivated with the ability to work independently and as part of a team
Be flexible and have the ability to take ownership of queries and see them through to resolution
Excellent time management skills
Highly organised, with the ability to prioritise and manage multiple tasks simultaneously and meet deadlines
Strong attention to detail and a high level of focus to exceed client expectations
Be positive and enthusiastic
Maintain professional internal and external relationships that meet Company core values

Previous experience is desirable; however, full training will be provided.

You will need to present and conduct yourself in a professional, courteous and appropriate manner in accordance with the Company policies, procedures, guidelines and values.

ABOUT US:

Tenon FM are a Facilities Management (FM) Company with over 1,700 employees in the UK, offering a wide spectrum of hard & soft FM services specific to the diverse needs of over 1,100 customers throughout the UK.

Our people are very important, because without our employees we can't provide our services and deliv