Helpdesk Operations Coordinator

1 day ago

Ferndown, Dorset, United Kingdom The Work Shop Full time

Job Summary:

The Work Shop is seeking a highly skilled and organized Helpdesk Coordinator to join our team. As a Helpdesk Coordinator, you will be the first point of contact for new calls into the business, providing exceptional customer service and ensuring that all client inquiries are resolved promptly and efficiently.

Key Responsibilities:

  • Act as the primary point of contact for new calls into the business, responding to client inquiries and resolving issues in a timely and professional manner.
  • Coordinate with field-based engineers, contractors, and tradespeople to book appropriate work flow and ensure that all necessary tasks are completed.
  • Communicate effectively with clients to reassure them of next steps and action taken, administering all relevant paperwork and documentation.
  • Smoothly prioritize workload to ensure that the most urgent and critical cases receive priority attention.
  • Collaborate seamlessly across all business departments to ensure optimal efficiency and effectiveness.
  • Cultivate a knowledge base for quicker problem resolution and maximum team efficiency.
  • Track all resolution progress and ensure that all relevant parties are up to date with status updates.

Requirements:

  • This is a busy role that requires impeccable customer service abilities, ideally in a Business to Business environment.
  • You will need to be able to think on your feet in a fast and changeable environment, remain calm under pressure, and ensure that the customer experience is at the heart of all you do.
  • You will ideally have a background in scheduling engineers or coordinating work flow, as well as call handling experience.
  • A background in facilities management would be a great advantage.

What We Offer:

Salary dependent on experience - Up to £25,000 per annum.

Full-time hours of 08.30am to 4.30pm, Monday to Friday, with a 30-minute lunch break.

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