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Helpdesk Service Support Co-ordinator

3 months ago

Glasgow, Glasgow City, United Kingdom Alba Facilities Services Ltd Full time

Helpdesk Service Support Co-ordinator Trialing 4 day work week**Alba Facilities Services Ltd has been delivering mechanical and electrical services to commercial clients for over 20 years and our ambition is to be Scotland's market leading, independent facilities services company, recognised for our unique commitment to customer service and expertise.


Reporting to the Helpdesk manager you will be a major point of contact for our clients, so excellent communication and organisational skills are a must.

You will be primarily responsible for the co-ordination of all Quoted works on our CAFM system and provide project support to the operations team.

The role requires an 8am start and is office based for 100% of the time in a busy reactive environment including managing client emergencies to keep their plant and assets operational.

If you enjoy a fast-paced environment, have the drive to deliver excellent customer service, can think on your feet and can build positive relationships with team members and clients alike, this could be the job for you

Responsibilities and Duties

  • Ensure customer SLAs are met
  • Ensure Quoted jobs have best fit resources allocated (geographically and skill set)
  • Monitor engineer response to Quoted works to ensure return visits are logged and completed
  • Assist with purchasing
  • Ensure timely processing of engineers quotes, reports and recommendations to clients
  • Ordering goods and services
  • Liaising with Accounts managers and supervisors with regards to capacity, timing of jobs and issuing work instructions
  • Liaise with engineers to keep informed of changes, abnormal travel
  • Upload and update client portals and clients frequently
  • Contribute to the operation of the outofhours telephone answering service, ensuring messages are relayed and actioned in a timely manner
  • Compile customer invoicing for review by accounts

Qualifications and Skills

  • Proven experience in a similar role
  • CAFM experience, or similar with Facilities Management experience (essential)
  • Proficient in MS Office, particularly Word and Excel
  • Excellent organisational skills
  • Excellent interpersonal and customer relationship skills
  • Exceptional telephone manner
  • Proven ability to use initiative

Benefits

  • 4 day working week
  • Employer Pension
  • 6.6 weeks holiday (including bank holidays)
  • Life assurance

Salary
- c. £22,000 pa

  • Generous out of hours allowance

Job Types:
Full-time, Permanent

Salary:
Up to £22,000.00 per year

Benefits:

  • Company events
  • Company pension
  • Free flu jabs
  • Life insurance
  • Sick pay

Schedule:

  • Day shift

Ability to commute/relocate:

  • Glasgow: reliably commute or plan to relocate before starting work (required)

Education:

  • GCSE or equivalent (preferred)

Experience:

  • CAFM/
Facilities Management: 1 year (required)

  • Customer service: 1 year (preferred)

Work Location:
In person

Application deadline: 30/08/2023

Reference ID:
HDS Aug23