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Fm Helpdesk Operator

5 months ago

London, United Kingdom Bellrock Property and Facilities Management Full time

**FM Helpdesk Operator**

At Bellrock, we harness technology to give our customers an experience that not only leaves them with advanced building systems, but with peace of mind, and we unlock that by being technology-led but people-driven. When you’re part of Bellrock, you’ll get everything you need to be your best at work - because our people are the heart of our business and we’re all about helping them to shine.

To ensure that all duties of the FM Help Desk are performed to a high standard in a pleasant, willing, and professional manner. To assist and support management team in maintaining partnerships and close working relationships with Exchequer Partnership, HMT/HMRC and contractors.

**How will you be the change?**

We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you’re in - every role plays a part in driving us further and everyone can be the change. That’s how we deliver value for our customers, and building systems that lead the way.

And as a FM Helpdesk Operator with Bellrock, you’ll do it by
- Ensure all calls to the FM Help Desk are answered within 10 seconds.
- Ensure all requests are logged accurately on the CONCERTO system against the correct job type.
- Ensure all requests are assigned and issued to the correct contractor with enough information for the request to be carried out.
- Ensure outstanding FM Help Desk requests are followed up with the appropriate contractor.
- Ensure requestor is updated on progress if unable to meet the response time issued.

**What does it take?**

If you’re ready to be the energy that helps us build our business, share our success, and really own it as a FM Helpdesk Operator, you’ll need

**Take ownership and ensure customers are kept fully informed of progress.**
- Take ownership of all requests that are raised and ensure they are closed out within the time frame specified to the requestor or provide feedback as to why the request has not been completed.
- Physically check or phone requester of at least 10% of all requests to ensure they have been satisfactorily completed.
- Ensure all feedback from the service provider, management team and requestor is logged in the CONCERTO audit trail. Ensure that CONCERTO is updated in an accurate and consistent manner.

**Provide bookings service for all meeting rooms.**
- Ensure all bookings for meeting rooms are accurate and there are no double bookings.
- Confirm size of room to the person booking the room, record catering requirements for meeting in accordance with the hospitality policy, record set up and audio visual requirements.
- Confirm any late requests for catering and AV with relevant service provider before accepting the booking.
- Provide guidance to customers to resolve issues themselves in order that they can complete bookings going forward.

**Provide accurate reports within agreed timeframe.**
- Daily provision of catering report to be produced by 08.00 and 13.00 each day (dependent upon shift responsibilities).
- Daily provision of meeting room setup and audio visual reports to be produced by 15.30 for the following day (dependent upon shift responsibilities).
- Weekly catering reports to be produced every Thursday for the following week (dependent upon shift responsibilities). Produce any additional reports as and when required

**Working arrangements**

**What can we offer you?**

Upon joining Bellrock, you can expect a comprehensive benefits package including:
25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)

Life cover

LifeWorks employee assistance and wellness program

Enhanced maternity, paternity and adoption leave

Salary sacrifice schemes: Cycle to work and Techscheme

Holiday purchase scheme of additional 5 days per year

Committed to paying real living wage

Offers and discount scheme designed to save money on everyday shopping and essentials.

**Helping you to shine**

We’ve always encouraged new and different perspectives, that also means making ours a workplace that encourages diverse and unique voices, where everyone feels welcome, included and supported to be themselves and achieve more.

So, if you join us, you’ll find an inclusive workplace that recognises your hard work, offers lots of learning and development, flexible and hybrid working and support for your wellbeing, as well as benefits that can make a difference to your life.

**Ready to start shining?**

Our people are our passion, so we’re all about helping them to shine. That means putting everything in place for you to have a rewarding career with us. You can go far in your career with us behind you and our business will grow, too. So, if you’re ready to start your career journey with Bellrock we’re ready to welcome you. It’s a great place to be - the light, the energy, the solution. You.