Helpdesk Administrator

**Bonus Based On Team Goals Achieved**:
On Target: £500 per month

OTE: £34,000 per annum

**Introduction**

The Helpdesk Administrator role has been created to help our business customers/client accounts. To ensure that our clients who deliver volume and high revenues of work are receiving an exceptionally high level of service. To ensure these clients are being retained and worked with effectively has developed this role.

**Scope**

This role involves speaking to clients daily ensuring they get an extremely high level of service that is second to none. This role is a critical part to 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 about issues with the business. 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 analysing the problems which have occurred.

**Responsibilities**
- New accounts for the business
- Carrying out reports on clients’ account
- Ensuring engineers are used and prioritized over other customers for key accounts
- Briefing 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 able
- 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

**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 performances, troubleshooting and retaining customers regularly.

**Requirements and KPI’s**

The requirements of this role to be successful will be determined on the following KPI’s:

- Number of jobs being booked in per week from accounts
- Number of jobs being cancelled or refunded per week
- Number of account customers on our profile
- Cost of working for each account, and profit made from each account
- Satisfaction and happiness of client working with us
- Outstanding money on the account

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

**Salary**: £25,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- On-site parking
- Work from home

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus

Work Location: In person

Reference ID: AQUIOLO