Helpdesk Coordinator

2 weeks ago

Reigate, Surrey, United Kingdom Rapport Guest Services Full time £25,000 - £40,000 per year

We are excited to be recruiting for a
Helpdesk Coordinator
to join our Rapport team in our client's offices in
Reigate
, only a few minutes' walk from the train station
.
Our client is a British multinational risk management, insurance brokerage and advisory company, and you will play a crucial role in providing information, applying creative problem-solving skills and the ability to build sustainable relationships with key stakeholders.

Type of Contract:
Full-time, FTC (12-months Maternity Cover until the end of October 2026, with potential for a permanent contract).

Hours:
40 per week (Monday-Friday; 8 AM - 5 PM, with flexibility as per business needs)

What will you get?

  • Financial freedom: Enjoy exclusive travel and grocery discounts, plus life assurance and cash rewards
  • Secure your future: Benefit from a contributory pension scheme for a stable financial tomorrow.
  • Health matters: Access wellness programs, an Employee Assistance Program, and digital GP services for holistic support.
  • Thrive personally & professionally: Unlock endless learning and development opportunities to elevate your career
  • Celebrate excellence: Shine a spotlight on outstanding peers with WOW Awards for their exceptional contributions.
  • Give back to community: Take one paid day off annually to support a cause you're passionate about

Main Responsibilities

  • Handle incoming calls and emails promptly, providing clear, professional and courteous support at all times.
  • Log service requests and enquiries accurately into the ticketing system, ensuring all details are captured and updated.
  • Monitor ticket progress and follow up where required to support timely resolution and positive client experience.
  • Acknowledge and respond to client requests with care, maintaining a friendly, warm and solutions-focused approach.
  • Demonstrate strong written communication skills when managing inboxes, drafting responses and providing updates.
  • Maintain a good working knowledge of site facilities and services to offer informed guidance and support.
  • Coordinate room or service bookings efficiently, ensuring availability is maximised and needs are met.
  • Collaborate closely with colleagues and service partners to ensure smooth daily operations and consistent service delivery.

The ideal candidate will

  • Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together.
  • Ideally, have at least one year of customer service and administrative experience within a five-star setting (e.g. hotels, airlines, or corporate environment).
  • Bring a positive and resilient approach, supporting a high-quality service environment and encouraging teamwork.
  • Build genuine rapport with colleagues, clients and visitors, including senior stakeholders and VIPs.
  • Work in an organised and methodical way, staying adaptable and solutions-focused when priorities shift.
  • Demonstrate consistent professionalism in communication and behaviour, acting as a trusted point of contact.
  • Confidently use Microsoft Office and core IT systems, with strong administrative accuracy and time management skills.

About Us
Rapport Guest Services is a multi-award-winning company, delivering front- and back-of-house guest services for leading organisations across the UK, Ireland, and globally. As part of Compass Group UK&I, we combine people-first culture with exceptional service standards.

We are proud of our commitment to inclusion, wellbeing, and creating opportunities for everyone to thrive. We are also a Disability Confident Employer, offering meaningful roles for individuals with additional needs.

Find out more about us and our values at

Rapport job adverts always gain a high response rate, but we do review all applications. Please check your inbox and your junk/spam folder for our response to your application. Due to high application volumes, we recommend that you do not apply for more than one role at any time. Please ensure you apply for the role that best matches your experience.

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