Call 0333 242 3660 (Recruitment Team) or 01244 434386 (Account support team) or request a callback

Customer Service

Senior Helpdesk Advisor

Permanent

  • Salary: £24,000pa
  • Location: Chester
  • Contract: Permanent

An opportunity to join an expanding and progressive company as a Senior Helpdesk Administrator in a fast-paced and varied environment. As a Senior Helpdesk Administrator, your role will involve receiving calls and emails from customers or tenants requesting various services, repairs or general queries.
Monday-Friday 9am-5pm.
The Senior Helpdesk Administrator will aim to answer all queries relating to their service and provide a first call resolution where possible. You will also support the Property Helpdesk Manager by championing the Helpdesk Administrators, acting as their first line of support for training, guidance, advice, and queries.
Benefits include free city centre parking, performance reviews and rewards, plus an exceptional modern, open-plan office working environment.
To apply for the Senior Helpdesk Administrator role, it is essential that you have previous phone-based customer service experience, preferably within a high-volume contact centre environment or a facilities support role. For the Senior Helpdesk Administrator role the ability to coach, support and advise colleagues is essential.
 
Responsibilities
• Team training and mentoring.
• Process repair calls and emails from staff and third parties
• Resolving general queries and calls from third parties
• Liaising with licensees, contractors, local authority officials, etc
• Liaising with other departments to manage processes and updates
• To provide budgetary control for expenditure
• Regular reporting on contractor performance and presenting to the Property Helpdesk Manager
• Meetings with contractors and suppliers to review progress and KPIs
• Contractor monitoring and review in relation to agreed KPIs
• Deal with general account queries around purchase orders
• Awareness of health & safety, environmental health and trade critical issues and prioritise jobs accordingly
• Weekly catch-up calls with Property Managers on outstanding property issues
 
Skills and Experience
• Customer service at the heart
• Excel and Outlook skills (including Inbox management) essential
• High degree of accuracy and attention to detail
• Great organisational skills and ability to prioritise and work to tight timescales
• Excellent communication skills, both written and verbal
• Flexibility to cover other departmental tasks or assist as required
• Excellent customer service
• Good team player
• Able to manage difficult conversations
• Property management experience is desirable but not essential
 
KEYWORDS: facilities, property, customer service, helpdesk, calls
 
For more information or to apply for this position please call our recruitment team on 0330 057 7335 or apply online for a call back.
Unfortunately due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.
We are acting on behalf of the client as an Employment Agency in relation to this vacancy.
 
We are an equal opportunities agency and welcome applicants from all backgrounds.

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