Help Desk Operations Coordinator

4 weeks ago

East London, United Kingdom Ballymore Full time

Job Overview


The Help Desk Operations Coordinator plays a crucial role in ensuring the smooth operation of our customer service team. This position is responsible for providing high-level support to customers, coordinating work tasks, and updating delegated tasks to ensure progress meets Service Level Agreements (SLAs).



About the Role


This 12-month fixed-term contract is based in Canary Wharf, with a requirement to work 40 hours per week, Monday to Friday. The successful candidate will have excellent customer service skills, be highly organized, and possess excellent telephone manner and communication skills.



Main Responsibilities



  • To provide a high level of service to customers at all times.
  • To coordinate work tasks as scheduled from the Helpdesk system.
  • To update and chase delegated tasks to ensure progress to SLAs.
  • Obtain necessary information from customers to adequately describe the request or problem to ensure that the most suitable 'resource' is assigned to the job.
  • Log all customer calls & emails received on to the 'Ticketing' database, keeping the database up to date at all times and to provide updates to the customer.
  • To assist with the completion of enquiries for both reactive and planned communications.
  • Keep accurate records of discussions or correspondence with customers and ensure all residents, tenants, Managing Agents, and Solicitors information are up to date on the database.
  • Oversee daily work allocation / output, ensuring the service meets SLA's & KPI requirements.
  • Ensure good communication with the Help Desk Manager.


Customer Services



  • Act as a primary point of contact for customers. Provide 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. Communicate courteously with customers by telephone, email and letter and maintain open communication channels.
  • Resolve any day-to-day customer queries. Pass any complex or reoccurring problems to the (Help Hub Manager).
  • Handle any problems / complaints effectively, in a timely manner in accordance with business complaint procedure.
  • Keep the Help Desk Manager informed of complaints and progress.


Administration



  • Written correspondence - compile letters where required to all of all resident, tenant, landlord and managing agent (where applicable).
  • Deal with telephone/post/email enquiries and in accordance with the department's communication procedure.
  • Improve, maintain and develop relevant filing systems (electronic and paper).
  • Assist the Help Desk Manager with any ad hoc administrational duties.


Salary & Benefits


The salary for this role is estimated to be around £28,000-£32,000 per annum, depending on experience. Ballymore operates as an equal opportunities employer, offering a competitive benefits package including a pension scheme and access to training and development opportunities.



Becoming a Part of Our Team


We are committed to creating a diverse and inclusive workplace culture, and we welcome applications from individuals with a range of backgrounds and experiences. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we would love to hear from you.

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