Customer Service Desk Partner

**ABOUT THE ROLE**:
We are currently recruiting for motivated, reliable and customer focused Customer Service Desk Partner to join our team based in Uxbridge.

**Job Type**: Permanent - Full Time.

**Pay Rate**: £23,500 per annum.

**Working Hours**: 40 Hrs per week, Monday to Friday usually 09.00 Hrs to 17.30 Hrs.

**Start Date**: Immediately.

**Role Summary**:
You will be a key member of the Service Desk team ensuring that our customers have a better day, every day. You will be responsible for timely support to both external and internal customers thus ensuring their expectations are met or exceeded.

The Customer Service Desk Partner will be responsible for ensuring all requests are dealt with, logged and proactively followed through to completion as this will form part of the Service Desk KPIs by which we are measured. You will be customer-focused and motivated to meet and exceed customer needs.

**Your responsibilities and Key Areas of work may include**:

- Be the first point of contact, support to customers and ensure all reported service delivery issues raised are logged and fully managed and dealt with in a timely and effective manner, keeping the customer updated as required.
- Daily review and updating of service requests through our dedicated Service Desk system as well as customer own systems.
- Ensure that all client operational issues raised are passed to the appropriate person as soon as possible and that a response is sent to the client within the golden hour of a request being received.
- Management of workbills for additional customer works and ensuring that any additional employee hours are passed to Payroll for payment in the relevant payroll processing month and details are submitted to Finance for billing purposes.
- Monitor, review and implement relevant processes and procedures, as required.
- Support operational departments managing their purchase order process.
- Create and prepare site documents in conjunction with relevant departments and ensure they are in place and in accordance with business needs and applicable legislation.
- Provide operational administrative support on key tasks, such as the preparation and sending of quotes and contracts to clients.
- Prepare and produce monthly reports, analysing data and providing insight and commentary, as required.
- Liaise with the relevant departments, as required, to ensure that internal detailed costs analysis sheets are maintained and up to date.
- Ensure that the operations teams' Quality Monitoring Reports are collated as scheduled and logged.
- Assist with general daily office duties as required, which will include dealing with incoming and outgoing post, managing stationary, office stock ordering etc.
- Ensure that assigned key accounts are managed in accordance with the agreed service levels, with a focus on maximising costs and creating a great customer experience.
- Attend client meetings as required.
- Assist with the co-ordinating and minute taking of meetings.
- Comply with any reasonable requests made by management.

**ABOUT YOU**:

- Proven experience working in an administrative customer service department, preferably in a busy service-oriented industry such as facilities management, hospitality, retail.
- Be an excellent communicator, both written and verbal, with the ability to confidently and credibly engage with clients, colleagues and other external partners and not afraid to ask for information, when required.
- Excellent IT skills, including Microsoft Office suite, including Outlook, Word and Excel, and Sharepoint and confident working with CRM systems.
- Proven record of being responsive and innovative.
- Self-motivated with the ability to work independently and as part of a team.
- Be flexible and have the ability to take ownership of queries and see them through to resolution.
- Excellent time management skills.
- Highly organised, with the ability to prioritise and manage multiple tasks simultaneously and meet deadlines.
- Strong attention to detail and a high level of focus to exceed client expectations.
- Be positive and enthusiastic.
- Maintain professional internal and external relationships that meet Company core values.

**ABOUT US**:
Tenon FM are a Facilities Management (FM) Company with over 1,700 employees in the UK, offering a wide spectrum of hard & soft FM services specific to the diverse needs of over 1,100 customers throughout the UK.

Our people are very important, because without our employees we can't provide our services and deliver our customer promise and your role is vital to our continuing success. No matter what area of the business you join, your contribution will be valued and recognised.

We are an equal opportunities employer and Investors in People Accredited.

** STRICTLY NO AGENCIES