Aftercare Helpdesk Coordinator - East London, United Kingdom - Ballymore

Ballymore
Ballymore
Verified Company
East London, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

Aftercare Helpdesk Coordinator - 12 Month Fixed Term Contract (Canary Wharf)

Hours: 40 per week, Monday - Friday (either 8am - 5pm or 9am - 6pm)


Duties & Responsibilities

  • To provide a high level of service to customers at all times.
  • To coordinate work tasks as scheduled from the Helpdesk system.
  • To update and chase delegated tasks to ensure progress to SLA's (Service Level Agreement).
  • Obtain necessary information from customers to adequately describe the request or problem to ensure that the most suitable 'resource' is assigned to the job.
  • To assist with the completion of enquiries for both reactive and planned communications.
  • Keep accurate records of discussions or correspondence with customers and ensure all residents, tenants, Managing Agents, and Solicitors information are up to date on the database.
  • Oversee daily work allocation / output, ensuring the service meets SLA' & KPI requirements.
  • Ensure good communication with the Help Desk Manager.

Customer Services

  • Act as a primary point of contact for customers. Provide help and advice to all customers by being the first point of contact for all customer queries post completion.
  • Resolve any daytoday customer queries. Pass any complex or reoccurring problems to the (Help Hub Manager).
  • Handle any problems / complaints effectively, in a timely manner in accordance with business complaint procedure.
  • Keep the Help Desk Manager informed of complaints and progress.

Administration

  • Written correspondence compile letters where required to all of all resident, tenant, landlord and managing agent (where applicable).
  • Improve, maintain and develop relevant filing systems (electronic and paper).
  • Assist the Help Desk Manager with any ad hoc administrational duties.

Skills, Experience & Qualifications

  • Knowledge & understanding of Construction Defects
  • Excellent customer services skills
  • Highly organised
  • Excellent telephone manner
  • Excellent spoken & written communication skills
  • Must be numerate, with a high attention to detail
  • The ability to be calm under pressure
  • Accuracy with record keeping
  • Excellent computer skills
  • Knowledge of construction defects (desired)
  • Customer services experience
  • Experience of dealing with customer queries and complaints
**Ballymore operates as an equal opportunities employer.
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