Job Description

Help Desk Operations Executive.

Scope of Role

As a customer-centric company, we place honesty and dependability at the heart of our business operations. Our focus on care runs through the core of our business and is demonstrated by all our employees. The focus of this role is to support the Operations team by providing administration, help desk, and planning support, especially with the day-to-day management of service requests, technician coordination, and logistics.

Main Responsibilities

Act as the primary point of contact for incoming help desk queries from customers, Cleaning Technicians, and drainage engineers. Manage and prioritise service requests via phone, email, live chat, and CRM (Big Change), ensuring prompt and professional responses. Schedule and dispatch jobs, coordinating diary management and technician allocation in consultation with the Operations Manager. Monitor and update the job tracker and help desk ticketing systems to ensure all records are accurate and up to date. Plan and communicate technician and fleet routes, focusing on efficiency and cost-effectiveness. Manage the Operations Department inbox, completing actions as required and escalating urgent issues. Assist in coordinating operational activities that impact business requirements, including stock, vehicles, technicians, and sub-contractors. Issue post-job reports and Decontaminate Certificates, amending templates and ensuring timely circulation. Communicate any changes in service delivery or job timelines to relevant parties. Purchase materials and services required for job delivery in consultation with the Operations Manager. Ensure the integrity of our internal database and help desk records to maintain a high level of accuracy on projects. Provide guidance to Technicians and support staff regarding work schedules and strict timelines. Carry out any other tasks as may be reasonably requested by the business to meet ongoing operational and customer needs.
Essential Knowledge, Skills and Experience Required...

Minimum 1 years' experience in a help desk, planning coordinator, or similar operational support role Ability to work under pressure and to tight deadlines Excellent organisation skills and attention to detail Confident communication skills - written and verbal Ability to manage your own time and use initiative Flexible nature and strong work ethic Good IT skills, including Office 365 and CRM/help desk system experience
Desirable Skills, Knowledge and Experience

Operational or help desk background within cleaning, drainage, or facilities management sectors Experience in logistics, transport, or fleet management Experience in scheduling materials and resources Good geographical knowledge and route planning experience
Company Values

Integrity, Humility, Accountability, Ambition.

Job Type: Full-time

Pay: 24,420.00-30,000.00 per year

Work Location: In person