Address
Form of workJob Title Helpdesk Co-ordinator
Business Unit HC-CARE
Contract CA(phone number removed) - Barchester Care
Based Leeds
Reports to Operations Manager
PURPOSE OF THE JOB
To act as the first point of contact for all client enquiries, representing CBRE in a proactive and professional manner at all times. Take ownership and co-ordinate the day to day reactive tasks and PPM's
MAIN DUTIES AND RESPONSIBILITIES
1 Act as primary contact for telephone calls and emails answering them in a timely and professional manner.
2 Log all incoming reactive jobs on the CAFM system and allocate to the site team/supply chain.
3 Follow up on all jobs to ensure completion within the SLA's.
4 Actively manage and monitor Web quote status, build relationship with client teams to ensure efficient processing of additional works
5 Communicate clearly with the customer on the status of the jobs they have logged, checking that the customer is fully satisfied with the service they received.
6 Build relationships on site, with suppliers and sub-contractors to assist with the delivery of a prompt and professional service to the client.
7 Produce and issue PPM's to site team.
8 Sign off all reactives and PPM's on the CAFM system in a timely fashion
9 Produce reactive and PPM reports to form part of the customer and CBRE reports.
10 Liaise with the Helpdesk Lead to ensure sub-contractors are scheduled to attend site to carry out Maintenance visits.
11 Perform with an understanding of business requirements and changes, ensuring continuous improvement.
12 Assist in Contract Support duties when required. This may include logging timesheets and expenses, raising purchase orders and assisting with monthly reports and contract review packs.
PERSON SPECIFICATION
Education [Essential] A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.
[Desirable] Higher educational qualifications to 'A' level/HNC/D or degree would be beneficial or equivalent.
Training [Essential] Good PC based skills, with experience in Word/Excel and Outlook - intermediate to advance level.
[Desirable] PowerPoint and Access.
Experience [Desirable] 3 years experience in a similar role.
[Desirable] Previous experience of a customer-facing role using operating systems such as SI/COUPA/MyFinance/MyVantage
Some financial / accounting experience would be an advantage.
Aptitudes Must demonstrate a strong sense of customer focus.
Excellent verbal, and good basic standard of written, communication skills.
Self-motivated and systematic.
Results/ task orientated, attention to detail and accuracy.
Excellent time management and organisational skills.
Commitment to continuous improvement.
Ability to work as part of a team, as well as independently.
Character Committed to customer service delivery.
Reliable and committed.
Confidential and discrete approach
Calm manner, able to work under pressure and with changing demands and priorities.
Smart appearance.
Be flexible to work outside core office hours from time to time.
