Aftercare Helpdesk Coordinator

4 weeks ago

East London, United Kingdom Ballymore Full time

Aftercare Helpdesk Coordinator - 12 Month Fixed Term Contract (Canary Wharf)

Hours : 40 per week, Monday - Friday (either 8am - 5pm or 9am - 6pm) 

Duties & 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 SLA’s (Service Level Agreement). 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’ & 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.

Skills, Experience & Qualifications

Knowledge & understanding of Construction Defects Excellent customer services skills Highly organised Excellent telephone manner Excellent spoken & 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 services experience Experience of dealing with customer queries and complaints

Ballymore operates as an equal opportunities employer. 

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