Helpdesk Administrator

4 months ago


London, United Kingdom Ballymore Group Full time

**Helpdesk Administrator - Permanent, Marsh Wall, E14**

**Hours**:Mon-Fri, 40 hours per week, 08:30-17:30

**Salary**:£23,000-£25,000 per annum

**Your new role**:
Ballymore is an independently-minded property developer with a multi award-winning
portfolio of some of Europe’s largest urban development projects.

We’re powered by our people - it’s what makes Ballymore, Ballymore. This ethos is only possible because of our people, who work as one team to constantly and consistently deliver developments to which we are proud to put our name.

**Duties and 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.
- Calculating and advising on maintenance fees such as service charge and ground rent
- Generating statements
- 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.

**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.
- Maintain a high level of customer service.
- Communicate courteously with customers by
- Resolve any day-to-day 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.

**Skills, Experience & Qualifications**:

- Knowledge & understanding of Construction Defects.
- 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

Ballymore operate as an equal opportunities employer.

**Job Types**: Full-time, Permanent

**Salary**: £23,000.00-£25,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- London: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Technical support: 1 year (preferred)
- Customer service: 2 years (required)

Work Location: In person

Reference ID: LW-Help-HO


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