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Query Coordinator - Cardiff, United Kingdom - Savills
Description
Role Overview
The Cardiff Energy Team provides a Procurement and Bureau service to Savills Property Management Division clients. The role is based in the Cardiff office and although will report into the Operations Department will be a fundamental role across the whole of Savills Energy.
The role is to manage the triaging and general non-specialist/Non AM query management of our "Zendesk" help desk tickets, working alongside and collaboratively with all teams within Savills Energy.
The role is to support as and when required the query manager with Zendesk triaging the initial inbound queries, ensuring that the ticket is allocated to the relevant support team with the relevant information highlighted to make it as easy as possible for the assignee to deal with. There is a further task to work with the business improvement team and our customer service teams to identify patterns and help implement process changes to reduce the number of queries that are received, either by effective communication, automation or proactive actions. This has the potential to be a varied role with involvement in most aspects of the utilities and energy management service.
Key Responsibilities
•Work closely with Heads of Department to ensure that we are effectively managing the Zendesk help desk tickets.
•Assist with the triaging of Zendesk Tickets, following rules for prioritising tickets and including managing the awaiting information and other triaging queues.
•Review (left hand side) ticket field data omissions within Zendesk and ensure these are completed.
•Reduce the volume of tickets sent to the teams by solving less complex tickets and quick wins at point of triage. This covers all aspects of our service to clients.
•Where a general non-specialist non Account Managed query is received, manage and resolve the query to conclusion.
•Where a query involves a number of issues that would need to be resolved by a number of different teams, keeping track of these and escalating to the relevant manager where appropriate.
•Help identify, manage and put together processes for queries that may currently sit outside the usual remits of the teams.
•Assist with reporting from our Zendesk software, and cross reference against other sources of information to identify trends and areas of potential improvement.
•Use the query system reporting tool to look for patterns and insights into incoming tickets.
•Assist with ongoing maintenance and development of Zendesk setup and the reporting tool, Explore.
•Assist with other projects from time to time such as work sprints and data cleanses. However the ultimate priority is covering triage.
•Ability to utilise all systems available to Savills Energy (internal: Zendesk/Explore, Optima, Compass, DCS, PMDATA, Asana, Proactis, SSRS) (external: ECOES, DC/DA, DNO, supplier portals etc)
•Assist with record keeping, including filing of emails.
•Be a go-to person if someone needs assistance with using Zendesk or answering general Non Account Managed or non-specialist queries.
•Look for continuous improvements within Zendesk and processes within the department.
•Plan and organise workload to ensure deadlines are met.
•Maintain a high level of professionalism when dealing with clients and colleagues.
•There will be a need to be curious and have detectiCardive skills
Key Skills
•Strong team player: builds relationships and collaborates with others
•A logical thinker
•Good attention to detail and being able to work under pressure
•Organises workload effectively and efficiently.
•Excellent written and verbal communication skills
•Able to retain lots of information
•Flexible approach to workload
•Takes initiative
Team Overview
The Energy team sits within the Savills Property Management Division and provides an energy bureau and procurement service to the Property Management client portfolio.
The successful candidate will work alongside Savills Property Management's Sustainability and Commercial functions to help manage and develop a client focussed Energy and Utility service.
Find out more about Savills offer
Recruitment agencies
Savills only pay agency fees where we have a signed agreement in place and that agency has been previously contacted and directed by a member of our recruitment team. We do not pay agency fees when speculative and unsolicited CVs are submitted to Savills or any of our employees other than via our careers website and through our recruitment process. If this is not adhered to, agency fees will not be paid.
Submission of any unsolicited CVs or proposals to Savills will be deemed evidence of full and unlimited acceptance of this approach.
