Helpdesk Administrator

We are currently looking for an **Helpdesk Administrator **to join our growing team here at Village Heating. We are looking for someone who has previous experience working within an administrator/Planner/Dispatcher role, with the ability to manage tasks and provide top levels of customer service.
- Diary management
- Repairs planning
- Customer service
- Customer communications
- Compliance coordination
- Quoting works
- Running works reports
- Raising PO’S and Invoices
- Purchasing Parts
- Developing customer relationships

This role involved speaking to them on a daily basis ensuring they get an extremely high level of service that is second to none. This role is a critical part of the business, helping retain the client by giving them a service level second to none to ensure they are not going to our competitors if our service level should drop. The client should always have no complaints of issues with VHL. To help build up more B2B Clients and service their requirements. The role is to take ownership of problems and resolve them with escalating the issue, finding the fault, and analyzing the problems which have occurred

**Responsibilities**
- Recruitment of new accounts to the business
- Carrying out sales & reports on clients accounts
- Collecting outstanding invoice payments, with remittances
- Ensuring engineers are used and prioritized over other customers for key accounts
- Briefing and giving toolbox talks to groups of staff on new account customers
- Giving inductions to the engineers on account customers to ensure they deliver
- Running performance reports on engineers and accounts
- Ensuring job reports, photos, signatures have been done by engineers on all jobs
- Ensuring other office staff can step in with the work when the account manager isn’t
- Arrange Training - When engineers require training to cater for the account customers the account manager must get this arranged with the operations manager
- Out of hours service required as and when needed
- Ensuring all engineers are performing when carrying out work
- Reporting to the manager when accounts are unhappy about something
- Completing requests before the client chasing for a response
- Getting positive feedback from the clients' tenants and clients

This is a role with vast room for growth and progression with the opportunities of learning new skills to be able first hand to manage large commercial accounts, manage and budget commercial projects, sourcing new commercial accounts through B2B communications, and running a team of engineers.

Our working hours are: Monday to Friday 08:00-18:00 during winter times ( October-April) and 08:00-17:00 (April-October).

**Aim**

From this we want to see our account customers growing, spending more with us, and booking more jobs on a regular basis, we want to see regular growth and payments up to date with all our account customers. Regular reviews and reports on each one of their performance, troubleshooting and retaining customers regularly,

We offer a fantastic variety of company benefits as well as a competitive salary:

- Company event days
- Quarterly company meals and lunches
- Monthly business Lunches from a variety of high street restaurants (Nandos, Pizza Express, Wagamamas, etc)
- Casual dress
- Progression Development Plan
- Modern office
- 28 days annual leave
- Plus many more

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

**Salary**: £27,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus
- Yearly bonus

**Experience**:

- Call Operative: 1 year (preferred)
- Customer service: 1 year (required)