Helpdesk Support Specialist

2 months ago

East London, United Kingdom Ballymore Full time

Job Summary

We are seeking a highly organized and customer-focused individual to join our team as an Aftercare Helpdesk Coordinator. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving their queries and issues in a timely and professional manner.

Key Responsibilities

  • Provide high-level customer service to customers at all times, responding to their queries and resolving their issues in a timely and professional manner.
  • Coordinate work tasks as scheduled from our helpdesk system, ensuring that all tasks are completed to the highest standard and to the required deadlines.
  • Update and chase delegated tasks to ensure progress to our Service Level Agreements (SLAs).
  • Obtain necessary information from customers to adequately describe their requests or problems, ensuring that the most suitable resource is assigned to the job.
  • Log all customer calls and emails received onto our ticketing database, keeping the database up to date at all times and providing updates to the customer.
  • Assist with the completion of enquiries for both reactive and planned communications.
  • Keep accurate records of discussions or correspondence with customers, ensuring that all residents, tenants, managing agents, and solicitors' information is up to date on our database.
  • Oversee daily work allocation/output, ensuring that our service meets our SLAs and Key Performance Indicators (KPIs).
  • Ensure good communication with our Help Desk Manager.

Customer Services

  • Act as a primary point of contact for customers, providing help and advice to all customers by being the first point of contact for all customer queries post-completion.
  • Maintain a high level of customer service, communicating courteously with customers by telephone, email, and letter, and maintaining open communication channels.
  • Resolve any day-to-day customer queries, passing any complex or reoccurring problems to our Help Hub Manager.
  • Handle any problems/complaints effectively, in a timely manner, in accordance with our business complaint procedure.
  • Keep our Help Desk Manager informed of complaints and progress.

Administration

  • Compile letters where required to all residents, tenants, landlords, and managing agents (where applicable).
  • Deal with telephone/post/email enquiries and in accordance with our department's communication procedure.
  • Improve, maintain, and develop relevant filing systems (electronic and paper).
  • Assist our Help Desk Manager with any ad hoc administrative duties.

Requirements

  • Knowledge and understanding of construction defects.
  • Excellent customer service skills.
  • Highly organized.
  • Excellent telephone manner.
  • Excellent spoken and written communication skills.
  • Must be numerate, with a high attention to detail.
  • The ability to be calm under pressure.
  • Accuracy with record keeping.
  • Excellent computer skills.
  • Knowledge of construction defects (desired).
  • Customer service experience.
  • Experience of dealing with customer queries and complaints.

Ballymore operates as an equal opportunities employer.

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