Client Response Team Operator

ABOUT THE ROLE

As a helpdesk coordinator you will be responsible for being the first point of contact for reactive and proactive repair requirements for an array of differing clients spread across the UK.

WHAT YOU WILL BE RESPONSIBLE FOR

• Act as the first point of contact for the client to discuss maintenance issues within their property.
• Using the inhouse system you will schedule and liaise with the appropriate engineer / contractor to ensure completion of all reported issues efficiently.
• Run Daily reports on CAFM system.
• When scheduling works you will be contractual aware of certain KPI’s, SLA’s etc. Linaker need to adhere too.
• Build strong internal and external relationships.
• Follow up with customers to identify areas for improvement.
• Protect the companies reputation by ensuring the company is always portrayed in a good light and carrying out any other reasonable duties deemed necessary to ensure the business can fulfil its moral and legal duties and obligations.

KEY SKILLS

• Good basic written and numerical skills and comfortable working with Microsoft office.
• Exceptional customer interaction skills, quick thinking and an enthusiastic person who is a confident communicator.
• Ideally experience of working in a fast-paced helpdesk.
• A bonus would be if you have experience working for a service provider with an understanding of SLA’s, KPI’s, compliance, quote turnaround etc. (not a dealbreaker if you don’t).
• Previous experience of working to deadlines and multitask.
• A background / understanding of general engineering practices.
• A natural problem solver, who thrives under pressure. Can stay cool and calm in the face of adversity and can demonstrate empathy when overcoming challenges.
• Strong relationship management skills – internal and external.
• This role is office based with a generous salary of up to £29,000 dependent upon experience and hours of work are 7pm-7am on a 4 days on/4 days off rolling rota.