Aftercare Helpdesk Coordinator - East London, United Kingdom - Ballymore

Ballymore

Verified Company

East London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

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