Helpdesk Coordinator

2 weeks ago

Manchester, United Kingdom OCS Group Full time

**About The Role**:
We are currently seeking an enthusiastic and highly organized Customer Service Coordinator to provide excellent support to both our internal and external customers through the OCS Helpdesk. In this role, you will manage a high volume of transactions using various communication methods, such as telephony and web traffic, for a facilities management Helpdesk using a Computer Aided Facilities Management (CAFM) system. This role involves taking full ownership of resolving customer queries from start to finish, ensuring adherence to SLAs and KPIs. As a Customer Service Coordinator, you must be self-motivated, able to work under pressure and on your own initiative, and have excellent communication skills.

**Responsibilities**:

- Manage rota loading in our time management system to ensure assignments are filled with trained and inducted security officers.
- Coordinate with operational teams and agencies to provide cover for security officers on leave/sick.
- Log and update issues, tasks, complaints, and queries in our CAFM system, Concept Evolution.
- Follow the approved quotes process for ad-hoc works, updating details in the CAFM system.
- Update the CAFM system with a full history of all requests logged before closing them.
- Maintain the Workforce Management System (Timegate), liaising with the Security Governance Manager, Area Manager, and sites to ensure duties, allocation, and rotas are updated.
- Review the effectiveness of resource planning regularly and design and build schedules to maximize efficiency.
- Monitor periods of unplanned absence, report patterns, and arbitrate duties for irregular book on/off times.
- Collate and prepare weekly/monthly client reports, capturing data for analysis by Account Managers and clients.
- Ensure the safety of our operational staff by following the lone worker policy.
- Perform other duties as required to benefit the company.

**Requirements**:

- O level / GCSE or equivalent (English & Maths); NVQ in customer services is an advantage.
- Proficient in Microsoft Office/Excel.
- Previous experience in a call-handling environment and managing a CAFM system.
- Excellent customer service track record, written and verbal communication skills.
- Good attention to detail and level of accuracy.

**Qualities**:

- Customer-focused
- High degree of accuracy
- Team player
- Ability to work under pressure
- Positive attitude and problem-solving skills
- Commitment to achieving results
- Note:_ During incidents, the role may require working outside of core office hours to support OCS recovery.
**About Us**:
OCS Group is one of the world’s leading international facilities service providers, delivering critical and essential services to support their 20,000 customers. With a turnover in excess of £2bn, the company employs more than 130,000 colleagues in 26 countries and has a strong track record of expertly delivering high quality services across a range of sectors and industries to customers at a local, national and international level. OCS offers services including cleaning, catering, security, building services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services.

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