Job Description

Main purpose of role:

To deliver helpdesk services enabling operational staff to carry out repairs, maintenance, and premises support services efficiently across a range of settings. To ensure relevant legislation, regulations and policies are always complied with. Responsible for coordination and management of customer service requests and help calls out to the operations supply chain, service store operations team and chasing progression of those work orders. Responsible for scheduling and triaging incoming workflow and active caseload management within the Councils CAFM system Concerto and the company's own system ServiceOS. Work closely with key stakeholders such as the FM client team, key contractors, and other relevant stakeholders. To respond to all day to day to helpdesk enquiries including scheduling in routine and planned works and ensuring open jobs are progressed in accordance with agreed KPI's.

Main duties

Co-ordinate and develop clients to maximise commercial opportunities, which engage customers, stakeholders and enables them to make effective use of the services. Build and maintain key relationships with stakeholders such as the FM client team, contractors and other clients. Can effectively listen to customer queries and uses questioning techniques to ensure all the relevant information it understood to sign post to appropriate service or resolve matter by self. Effectively managing personal caseload whilst prioritising tasks efficiently. Using key systems such as Concerto and ServiceOS. Ensuring queries and complaints are effectively managed. Ensure business development client officers can follow up new business opportunities by managing and setting up meetings. Contribute to projects within specialist field or contribute to larger organisation wide programmes.

Skills, Experience & Qualifications

Experience of working in a facilities management environment Significant experience and success in a similar work environment, backed by evidence of appropriate level of expertise Experience of dealing with and managing sub-contractors Expert knowledge of the specialist work practices / professional guidelines / legislation and emerging developments within the specialist area. Experience in sales & marketing research and building client relationships Confident in making decisions and follow up decisions with action, achieving objectives by motivating and working through others. The ability to cope with conflicting and changing demands through good time management and the ability to work under pressure. Excellent customer service skills, with experience of resolving escalated customer enquires in the specialist service area. Excellent interpersonal skills. Proven ability to negotiate and persuade and build and maintain effective working relationships at all levels. Ability to communicate with, engage and influence customers, partners and stakeholders, in complex situations. Good planning and organisational skills, with experience of working within general professional guidelines or organisational policy, to achieve service requirements. Experience of contributing to service and business planning. Proven initiative and judgement to identify and resolve problems Good ICT skills - both standard Microsoft applications and specialist systems.
Job Types: Full-time, Fixed term contract
Contract length: 12 months

Pay: 33,000.00 per year

Schedule:

Monday to Friday
Ability to commute/relocate:

London E17: reliably commute or plan to relocate before starting work (required)
Education:

GCSE or equivalent (preferred)
Experience:

Customer service: 1 year (required)
Language:

English (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 30/05/2025