About The Role
We are currently seeking an enthusiastic and highly organized Helpdesk Coordinator to provide excellent support to both our internal and external customers through the OCS Helpdesk. In this role, you will manage a high volume of transactions using various communication methods, such as telephony and web traffic, for a facilities management Helpdesk using a Computer Aided Facilities Management (CAFM) system. This role involves taking full ownership of resolving customer queries from start to finish, ensuring adherence to SLAs and KPIs. As a Helpdesk Coordinator, you must be self-motivated, able to work under pressure and on your own initiative and have excellent communication skills.
You will be working Monday to Friday, 08:30 to 16:00, 37.5 hours per week, on a permanent, full-time basis.
Responsibilities:
- Dealing with a large volume of inbound emails/calls with service requests from the client.
- Log and update issues, tasks, complaints, and queries in our CAFM system, Concept Evolution.
- General enquiries/queries resolution.
- Follow the approved quotes process for ad-hoc works, updating details in the CAFM system.
- Update the CAFM system with a full history of all requests logged before closing them.
- Proactively contacting service steams for updates on queries so that agreed SLA's are met.
- Booking in/out of contractors for works on site.
- Collate and prepare weekly/monthly client reports, capturing data for analysis by Account Manager and clients.
- Perform other duties as required to benefit the company/cover holidays.
Requirements:
- A level / GCSE or equivalent (English & Maths); NVQ in customer services is an advantage.
- Proficient in Microsoft Office/Excel.
- Previous experience in a call-handling environment and managing a CAFM system.
- Excellent customer service track record, written and verbal communication skills.
- Good attention to detail and level of accuracy.
Qualities:
- Customer-focused
- High degree of accuracy
- Team player
- Ability to work under pressure
- Positive attitude and problem-solving skills
- Commitment to achieving results
Note: During incidents, the role may require working outside of core office hours to support OCS recovery.
About The Company
OCS UK & Ireland, part of the OCS Group, is a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.