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Role Overview The Cardiff Energy Team provides a Procurement and Bureau service to Savills Property Management Division clients. The role is based in the Cardiff office and although will report into the Operations Department will be a fundamental role across the whole of Savills Energy. The role is to manage the triaging and general non-specialist/Non AM query management of our "Zendesk" help desk tickets, working alongside and collaboratively with all teams within Savills Energy. The role is to support as and when required the query manager with Zendesk triaging the initial inbound queries, ensuring that the ticket is allocated to the relevant support team with the relevant information highlighted to make it as easy as possible for the assignee to deal with. There is a further task to work with the business improvement team and our customer service teams to identify patterns and help implement process changes to reduce the number of queries that are received, either by effective communication, automation or proactive actions. This has the potential to be a varied role with involvement in most aspects of the utilities and energy management service. Key Responsibilities Work closely with Heads of Department to ensure that we are effectively managing the Zendesk help desk tickets. Assist with the triaging of Zendesk Tickets, following rules for prioritising tickets and including managing the awaiting information and other triaging queues. Review (left hand side) ticket field data omissions within Zendesk and ensure these are completed. Reduce the volume of tickets sent to the teams by solving less complex tickets and quick wins at point of triage. This covers all aspects of our service to clients. Where a general non-specialist non Account Managed query is received, manage and resolve the query to conclusion. Where a query involves a number of issues that would need to be resolved by a number of different teams, keeping track of these and escalating to the relevant manager where appropriate. Help identify, manage and put together processes for queries that may currently sit outside the usual remits of the teams. Assist with reporting from our Zendesk software, and cross reference against other sources of information to identify trends and areas of potential improvement. Use the query system reporting tool to look for patterns and insights into incoming tickets. Assist with ongoing maintenance and development of Zendesk setup and the reporting tool, Explore. Assist with other projects from time to time such as work sprints and data cleanses. However the ultimate priority is covering triage. Ability to utilise all systems available to Savills Energy (internal: Zendesk/Explore, Optima, Compass, DCS, PMDATA, Asana, Proactis, SSRS) (external: ECOES, DC/DA, DNO, supplier portals etc) Assist with record keeping, including filing of emails. Be a go-to person if someone needs assistance with using Zendesk or answering general Non Account Managed or non-specialist queries. Look for continuous improvements within Zendesk and processes within the department. Plan and organise workload to ensure deadlines are met. Maintain a high level of professionalism when dealing with clients and colleagues. There will be a need to be curious and have detectiCardive skills Key Skills Strong team player: builds relationships and collaborates with others A logical thinker Good attention to detail and being able to work under pressure Organises workload effectively and efficiently. Excellent written and verbal communication skills Able to retain lots of information Flexible approach to workload Takes initiative Team Overview The Energy team sits within the Savills Property Management Division and provides an energy bureau and procurement service to the Property Management client portfolio. The successful candidate will work alongside Savills Property Management's Sustainability and Commercial functions to help manage and develop a client focussed Energy and Utility service. Find out more about Savills offer Recruitment agencies Savills only pay agency fees where we have a signed agreement in place and that agency has been previously contacted and directed by a member of our recruitment team. We do not pay agency fees when speculative and unsolicited CVs are submitted to Savills or any of our employees other than via our careers website and through our recruitment process. If this is not adhered to, agency fees will not be paid. Submission of any unsolicited CVs or proposals to Savills will be deemed evidence of full and unlimited acceptance of this approach.
Location: Cardiff or Swansea office with some travel to Bridgend County Borough Council (They are developing a flexible and hybrid working approach for all staff with a minimum requirement of 1 day per week in the office) Hours: 35 hours per week Post No: SC727 Background to our client's organisation Our client's organisation is the people and homes charity in Wales and works for the prevention of homelessness, the improvement of housing conditions, and the right of everyone to a safe, suitable and affordable home. They understand the damage that bad housing causes. Every day they deal with the effect it has on people's lives. The post holder's office base will be split between the local authority's offices in Bridgend, our Cardiff/Swansea office as and when required, alongside working from home. You will be part of a team who provide a National Housing Advice Service through a mixture of centre, court and surgery based services. The delivery and development of National Housing Advice services is one of the primary means by which our client fulfils its aims and objectives of preventing homelessness and improving bad housing conditions. You will be expected to make a significant contribution to the successful delivery and development of these services 1.0 Key responsibilities 1.1.1Providing appropriate advice, information and where necessary, practical help, to clients referred by Bridgend CBC Housing Solutions team, whether by visit, telephone, letter or email. When appropriate, to advocate on behalf of clients in the appropriate forums. 1.1.2To provide support and guidance (if required) to staff of the Housing Solutions and other Bridgend CBC teams, around housing/homelessness matters. 1.3 Ensure that all casework records are kept up-to-date, are accessible to other staff and that all local casework information systems are maintained effectively. 1.4 Ensure that information is recorded and provided as necessary for Bridgend CBC, and for the Welsh Government Housing Support Grant Framework. 1.5 Actively participate in file review meetings and all other evaluation structures designed to maintain and improve the quality and standards of casework provision. 1.6 Identify opportunities to effect positive change to housing policy in Wales and pursue such opportunities in liaison with the line manager and other staff. 1.7 Participate in policy meetings and ensure that work in progress is communicated to other relevant staff. 1.8 Assist in the development and implementation of strategies to promote the housing rights service to other agencies and potential funders. 1.9 Assist in the development of team work plans, within the overall planning procedure, and to be responsible for individual performance against agreed team objectives. 1.10 Participate in policy conferences, seminars and events and to respond to requests for information from the media in consultation with the line manager and other relevant staff 2.0 General 2.1 Participate as and when required in team and one-to-one meetings, and undertake, as appropriate, courses/training/other developmental activities, relevant to the role. 2.2 Ensure all activities comply with appropriate legal requirements and with company policies and procedures. 2.3 Demonstrate commitment to the aims and objectives of the organisation and the implementation of its Equal Opportunities policy and Welsh Language Scheme in the workplace. 2.5 To support the work of volunteers and other placements as requested In addition to the duties and responsibilities outlined, you must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity change the general character or level of responsibility to the post. You will be subject to a performance review which will incorporate a review of the above duties and performance over the period. As the post may involve working with vulnerable people, your employment will be subject to a satisfactory Disclosure and Barring Scheme check. Role specification: Homelessness Prevention Adviser Knowledge, Skills and Experience Excellent verbal communication skills and the ability to communicate effectively in both one-to-one situations and to larger audiences. Ability to write both clearly and concisely in a variety of formats and skills in explaining complex information to non-specialist audiences. In-depth experience of providing advice in the voluntary, statutory or private sector. Undertakes a range of different activities, which will require on occasions, independent actions, decisions and a level of personal judgement with potential impact on users, staff and/or the organisation. Proven negotiating skills. Able to speak Welsh fluently. Working knowledge of the Housing (Wales) Act 2014, and the Renting Homes (Wales) Act 2016, and what this means for homelessness prevention services Experience of working to and achieving agreed targets within set budget Experience of dealing with people with complex needs and challenging behaviour A working knowledge of housing and housing-related benefits law, regulations and guidance. An understanding of the housing and voluntary sector in Wales. Plans and organises a broad number of activities, some of which are ongoing, which require the formulation or adjustment of plans. Confident in use of word, email, internet and able to undertake degree of own administration including maintaining accurate records. Full driving licence and access to a vehicle. Works flexibly which will include travelling to other locations/surgeries in an acceptably time-efficient manner, and on occasion, working outside usual office hours. Please return your completed application by email to the email link provided. An application form and guidelines can be found online on our Vacancies page