Helpdesk Coordinator
Job Description
Helpdesk Coordinator – Permanent, Canary Wharf
Hours: 40 per week, 08.30am – 17.30pm Monday to Friday
Salary: £25,000 to £28,000 per annum dependant on skills & experience
Duties & Responsibilities
- To provide a high level of service to customers at all times.
- 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.
- Log all customer calls & emails received on to the ‘Ticketing’ database, keeping the database up to date at all times and to provide updates to the customer.
- To assist with the completion of enquiries for both reactive and planned communications.
- Calculating and advising on Service & Maintenance fees such as service charge and ground rent
- Generating statements
- Keep accurate records of discussions or correspondence with customers and ensure all information is up to date on the database.
- 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 property completion.
- Maintain a high level of customer service. Communicate courteously with customers by telephone, email and letter and maintain open communication channels.
Skills & Experience
- 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
- Experience of dealing with customer queries and complaints
We operate as an equal opportunities employer.