Helpdesk Co-ordinator

• Management of client relationships and ensuring that excellent service is provided in all facets.
• Ensure engineer complete time sheets and job cost responses to re-charge internal works.
• Partnering with fellow colleagues - contract managers, department managers, with open communications, to become a high performing team, providing the ultimate customer experience.
• Develop positive working rapport with internal and external labour.
• Collaborating with clients, procurement and engineers and subcontractors to plan jobs.
• Interact and interface with clients regarding any queries or issues, handling any customer complaints in line with our policy.
• Produce reports from our internal CAFM system and client portals.
• Monitor client portals and ensure High KPI performance.
• Frequent reporting to Senior Management
• Handle telephone and email queries from clients and internal colleagues.
• Logging of all calls via TABS, taking responsibility for each call, ensuring it is accurately logged.
• Allocation of the correct engineers and subcontractors, see that tasks are completed within specific timescales.
• Allocate the correct engineer by skill set and location to complete the task to the client's requirements.
• Monitor incoming parts requests and source efficiently.
• Creating and submitting quotations using Premier CAFM system and various client system
• Manage the re-charge process of all subcontractor invoices.
• Develop positive working rapport with all engineers and subcontractors.
• Build a positive relationship with suppliers.
• Collaborating with clients, procurement and engineers and subcontractors to plan jobs.
• Interact and interface with clients regarding any queries or issues, handling any customer complaints in line with our policy.
• Updating client portals
• Requesting authorisation for further works
• Requesting Purchase orders from Accounts.
• Resolving any issues with the accounts team during invoicing.
• Handling of low-level complaints and escalating to the correct department or manager.
• Booking in PPM works and coordinating with our clients.

Do you have experience in Time management?, * Previous experience in a Service Desk environment, preferably external facing, E.G Supplier/Customer and experience working as a team.

• Excellent communication skill
• A good knowledge of all Microsoft software
• Strong time management skills - ability to multitask and prioritise your own workloads.
• Exhibits and champions a high degree of customer focus and dedication to high standards of customer service.
• Exhibit a high degree of customer focus and dedication to high standards of customer service.
• A personable and professional telephone manner
• Flexibility to adapt to change priorities.
• Analysis of information, and the capabilities to summarise key facts to convey to clients and engineers / subcontractors.
• Excellent organisational and organisational skills with a through approach to detail
• Desirable - a level of understanding of the mechanical and electrical sector would be beneficial.