Helpdesk Coordinator

**Who we are**:
MYSHON aims to support independent living for vulnerable adults, some who have mental health challenges, learning difficulties, alcoholism, drug addiction and physical disabilities: all within a domestic environment embedded into local communities to promote their independence, understanding that everyone is individual and may need tailored support.

**What we do**:
We employ a regional management team of housing support managers and officers and maintenance technicians who assist with tenant needs and the management of assets. We also have a network of trusted sub-contractors. We partner with Care Providers who provide specialist support to tenants depending on their assessed needs, including helping them to maintain their tenancies, pay their bills, improve their wellbeing, and learn to manage day-to-day activities more independently.

**Overall purpose of the role**:
The Inbound Helpdesk Coordinator will assist in managing and coordinating the reactive repair requirements of our clients’ properties.

**Hours of Work**:
Ideally, we are looking to recruit someone Monday to Friday 9:30am - 2:30pm.

**Key responsibilities**:

- Log all reported Issues onto our in-house Fix Flo system.
- Manage both reactive and planned works through to completion ensuring they are
- delivered with our set KPI’s.
- Liaise with contractors/suppliers and in-house handymen to ensure completion of all reported issues to a satisfactory and complaint standard.
- Chase above where needed to ensure they meet our issued KPI’s.
- Work with finance team to ensure matchup between Issue References and PO’s.
- Assist to manage awarded project works from instruction to practical completion.
- Ensuring complaints are escalated to the appropriate manager.
- Assist in the preparation of monthly reports and statistics in line with housing association and landlord requirements also MYSHON senior management team.
- First point of contact for third party vendors regarding operational issues.

**Benefits**
- 25 days holiday (pro rata) plus bank holidays
- 24 hour EAP Scheme
- Company pension
- Free eye tests
- Life insurance

**About you**:

- Must have leadership qualities and experience.
- Must have excellent customer service skills.
- Must have experience in a busy helpdesk/call centre environment.
- Must be proficient in Microsoft Office (especially Excel and Outlook).
- Knowledge of property services/facilities management preferred, but not essential.
- Any trades experience a bonus.

**Job Types**: Part-time, Permanent

Pay: £12.00 per hour

Expected hours: 25 per week

**Benefits**:

- Company pension
- Free parking
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Transport links

Schedule:

- Monday to Friday

**Experience**:

- Customer service: 1 year (required)
- Help desk: 1 year (required)

**Language**:

- English (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person