Helpdesk Coordinator | Liverpool
| Posting date: | 02 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £26500-26500 per annum |
| Hours: | Full time |
| Closing date: | 30 April 2024 |
| Location: | Liverpool, L19 2PH |
| Company: | Serco Limited |
| Job type: | Permanent |
| Job reference: | 293190-42378064 |
Summary
VIVO, a 50:50 joint venture between Serco and EQUANS, has been awarded places on the Defence FM and Housing Maintenance framework contracts.
Contract Type: Permanent
Location: Hunts Cross, Liverpool, L24 9HJ
Working Hours: 40 hours per week, shifts between 8:00am and 6:00pm
Salary: £26,500 per year
This is an exciting opportunity for a motivated and ambitious Helpdesk Coordinator to play a pivotal role in a brand-new HTelpdesk.
As a Helpdesk Coordinator, you will be responsible for delivering excellent customer service, managing all scheduling provisions and acting as a focal point for all maintenance activities across the contract.
Your responsibilities would be to:
- Handle inbound telephone calls within contractual SLAs in a professional manner
- Proactively co-ordinate the delivery of all reactive and PPM works, adhering to safe working practices at all times.
- Ensure that systems are updated within prescribed timescales and utilised to their full capability to ensure maximum efficiency
- Handle incoming e-mail and other potential omnichannel routes within contractual SLAs
- Raise, manage and close Service Requests in the CAFM system
- Process purchase orders
- Handle complaints and escalate where appropriate
- Provide an excellent customer experience
What you’ll need to do this role
Experience of working within a Customer Services Helpdesk or scheduling environment.
Ability to perform consistently to key metrics and tight timescales.
Proven track record of delivering and maintaining quality outcomes for customers.
Good knowledge of helpdesk technology including telephony, omnichannel and CAFM systems.
It is desirable that you have experience of operating within an MOD environment and have familiarity with geography and establishments within area of responsibility
You must be able to pass BPSS Clearance to be considered for this role. What we offer
- Up to 6% contributory pension scheme
- 25 Days annual leave
- Volunteer leave
- Established reward and recognition scheme
- One paid professional subscription
- Life Assurance Policy
- Employee discount and reward schemes
- Interesting, varied, and enjoyable work
- A company that recognises your contribution
- Training opportunities and qualifications within a supportive environment to ensure career progression
This is an exciting opportunity for a motivated and ambitious Helpdesk Coordinator to play a pivotal role in a brand-new HTelpdesk.
As a Helpdesk Coordinator, you will be responsible for delivering excellent customer service, managing all scheduling provisions and acting as a focal point for all maintenance activities across the contract.
Your responsibilities would be to:
- Handle inbound telephone calls within contractual SLAs in a professional manner
- Proactively co-ordinate the delivery of all reactive and PPM works, adhering to safe working practices at all times.
- Ensure that systems are updated within prescribed timescales and utilised to their full capability to ensure maximum efficiency
- Handle incoming e-mail and other potential omnichannel routes within contractual SLAs
- Raise, manage and close Service Requests in the CAFM system
- Process purchase orders
- Handle complaints and escalate where appropriate
- Provide an excellent customer experience
What we offer
- Up to 6% contributory pension scheme
- 25 Days annual leave
- Volunteer leave
- Established reward and recognition scheme
- One paid professional subscription
- Life Assurance Policy
- Employee discount and reward schemes
- Interesting, varied, and enjoyable work
- A company that recognises your contribution
- Training opportunities and qualifications within a supportive environment to ensure career progression
Contract Type: Permanent
Location: Hunts Cross, Liverpool, L24 9HJ
Working Hours: 40 hours per week, shifts between 8:00am and 6:00pm
Salary: £26,500 per year
This is an exciting opportunity for a motivated and ambitious Helpdesk Coordinator to play a pivotal role in a brand-new HTelpdesk.
As a Helpdesk Coordinator, you will be responsible for delivering excellent customer service, managing all scheduling provisions and acting as a focal point for all maintenance activities across the contract.
Your responsibilities would be to:
- Handle inbound telephone calls within contractual SLAs in a professional manner
- Proactively co-ordinate the delivery of all reactive and PPM works, adhering to safe working practices at all times.
- Ensure that systems are updated within prescribed timescales and utilised to their full capability to ensure maximum efficiency
- Handle incoming e-mail and other potential omnichannel routes within contractual SLAs
- Raise, manage and close Service Requests in the CAFM system
- Process purchase orders
- Handle complaints and escalate where appropriate
- Provide an excellent customer experience
What you’ll need to do this role
Experience of working within a Customer Services Helpdesk or scheduling environment.
Ability to perform consistently to key metrics and tight timescales.
Proven track record of delivering and maintaining quality outcomes for customers.
Good knowledge of helpdesk technology including telephony, omnichannel and CAFM systems.
It is desirable that you have experience of operating within an MOD environment and have familiarity with geography and establishments within area of responsibility
You must be able to pass BPSS Clearance to be considered for this role. What we offer
- Up to 6% contributory pension scheme
- 25 Days annual leave
- Volunteer leave
- Established reward and recognition scheme
- One paid professional subscription
- Life Assurance Policy
- Employee discount and reward schemes
- Interesting, varied, and enjoyable work
- A company that recognises your contribution
- Training opportunities and qualifications within a supportive environment to ensure career progression
This is an exciting opportunity for a motivated and ambitious Helpdesk Coordinator to play a pivotal role in a brand-new HTelpdesk.
As a Helpdesk Coordinator, you will be responsible for delivering excellent customer service, managing all scheduling provisions and acting as a focal point for all maintenance activities across the contract.
Your responsibilities would be to:
- Handle inbound telephone calls within contractual SLAs in a professional manner
- Proactively co-ordinate the delivery of all reactive and PPM works, adhering to safe working practices at all times.
- Ensure that systems are updated within prescribed timescales and utilised to their full capability to ensure maximum efficiency
- Handle incoming e-mail and other potential omnichannel routes within contractual SLAs
- Raise, manage and close Service Requests in the CAFM system
- Process purchase orders
- Handle complaints and escalate where appropriate
- Provide an excellent customer experience
What we offer
- Up to 6% contributory pension scheme
- 25 Days annual leave
- Volunteer leave
- Established reward and recognition scheme
- One paid professional subscription
- Life Assurance Policy
- Employee discount and reward schemes
- Interesting, varied, and enjoyable work
- A company that recognises your contribution
- Training opportunities and qualifications within a supportive environment to ensure career progression
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.