Loughton, UK

Description

To provide support to clients and the engineer team, making sure reactive tasks are completed within SLA

Help Desk Coordinator Duties:
Managing emails and phone calls
Dealing with enquiries from clients and contractors
Supporting clients and contractors with any queries
Assigning jobs to contractors within an agreed time frame
Chasing up jobs that have not been accepted/attended to
Managing and updating business-critical issues daily
Scheduling efficiently to reduce engineers travel time
Updating systems to ensure complete transparency
Ensuring that maintenance work is processed in a timely manner
Communicating with contractors and Woodford engineers daily, to chase overdue work
Improving the standard of our client’s buildings / maintenance
Working closely with property maintenance managers to ensure a one-team approach to management of maintenance issues.
To operate and be measured against business KPI’s
Always demonstrate professionalism
Deliver great customer service to our clients and contractors
Building outstanding working relationships with our clients, contractors and other departments within the business
Bring innovation and better ways of working
Gathering information from the engineers and placing orders for parts and materials
Quoting for additional work
Invoicing completed work

Requirements

Essential
Develop good and effective relationships with all aspects of the business internally and externally
Demonstrate an ability to ensure confidentiality
Excellent scheduling skills
Excellent planning and organisational skills
Excellent written and oral communication skills
Ability to work independently or as part of a team
Excellent attendance and time keeping record
Attention to detail
Ability to achieve results
Ability to take a pro-active approach and problem solve
Flexible approach to work, prioritising and meeting deadlines
Ability to coach and inspire others

Desirable
Persuasive and effective influencing skills
Negotiation skills
Self-motivated

Bonuses

Benefits

Responsibilities

Woodford FM expects all staff to accept the following General Responsibilities, irrespective of seniority to:

  • Maintain confidentiality at all times as appropriate to a commercial environment
  • Comply with current data protection legislation and at all times respect the confidentiality of information, in particular personal information, in line with the requirements of the Data Protection Act
  • Comply with any Quality and Environmental standards of the Company
  • Adhere to all Company policies, procedures, operating instructions and codes of practice on business ethics
  • Travel as required away from home or the normal place of work for business purposes or training
  • Carry out other duties not specified in the Job Description as required by the Company within the remit of the role
Woodford FM therefore expects all staff to:
  • Co-operate with the Company to ensure compliance with health and safety legislation and the Company’s health and safety policies and procedures
  • Not intentionally or recklessly to interfere with, or misuse, anything provided in the interests of health, safety or welfare, and to act at all times in pursuance of the relevant statutory provisions on health and safety