Helpdesk Administrator/Coordinator - Reigate (Wtrac)

Job Introduction

We are excited to be recruiting for a Helpdesk Administrator/Coordinator to join our Rapport team in our client’s offices in Reigate, only a few minutes’ walk from the train station. Our client is a British multinational risk management, insurance brokerage and advisory company, and you will play a crucial role in providing information, applying creative problem-solving skills and the ability to build sustainable relationships with key stakeholders.

This is a full-time, permanent role (40 hours per week, 8 hours per day), Monday to Friday from 8 AM to 5 PM, with flexibility as per client’s needs.

Main responsibilities

• Provide an excellent call service, ensuring all guests are acknowledged in a professional manner according to the defined procedure with a friendly smile and professional telephone style.
• Ensure a clear speaking voice, excellent oral and written skills at all times and guarantee all information is recorded accurately. Assist with all reservations, confirmations and business requirements
• Give immediate attention to detail every guest calling, and ensure you acknowledge all requested requirements.
• Ensure you use the guests name at least once throughout the interaction of the call.
• Have a full understanding of the building layout to provide an outstanding guide to the details of Guest/Client requests when booking or enquiring about the facilities available.
• Ensure maximum capacity of room usage and advise of best room for needs of client and requirements
• Liaise with fellow contractors on the smooth running of the operation

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
• Lead with passion and optimism, taking on obstacles head-on and taking pleasure in inspiring the team to continuously provide exceptional service to all clients and visitors
• Have an outgoing personality and be able to easily build rapport with key stakeholders (internal, external and VIPs)
• Be innovative, adaptable, flexible, proactive, organised, detail-oriented, process-driven, and resourceful with a can-do attitude
• Maintain a professional, polite and considerate manner at all times, acting as a role model for the team
• Be proficient in Microsoft Office software/package, and possess strong IT and business administration skills
• Possess excellent time management skills and the ability to work independently under pressure
• Have at least one year of customer service experience in a five-star establishment (e.g., hotels, airlines, corporate)

Some of our benefits include:

• Exclusive travel discounts with TUI, Expedia, Booking.com and many more
• Save money on your groceries with discounts on Tesco, Sainsbury’s, Morrisons and other major brands
• A wide range of offers dedicated to improving your personal finances for a more secure future, including life assurance cover
• Regular emails filled with the best discounts and savings available
• Receive cash rewards every time you spend and use them on a wide range of brands
• Financial rewards - for recommending your friends and family and/or even when you bring new business to us (legitimate qualified sales leads)
• Contributory pension scheme
• Access to wellness programs to promote the mental health and well-being of our Ambassadors
• Employee Assistance Program to guide and support our team members
• Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
• Learning & development opportunities to support your personal and professional development and growth
• WOW Awards to celebrate our brilliant Ambassadors nominated for their exceptional service by our guests and clients
• One Paid Day for Charity Work

Why Rapport?

Our people come first, and we are committed to developing you and offering a number of fantastic professional and personal development opportunities. We have a suite of over 50 training workshops and a number of Leadership programmes to support you with your development and career progression within Rapport.

We are committed to equality of opportunity and inclusion within the workplace, and we celebrate everyone’s differences and diverse backgrounds. We have created a number of Employee Networks as part of our “Be Yourself at Rapport” programme, to create a safe space for our Ambassadors to connect and collaborate, ensuring we champion diversity and inclusion in all that we do.

Our Ambassadors’ mental and physical wellbeing is very important to us, and we continue to have a real focus on providing the varied support and initiatives for our teams to get involved in.

Rapport is also a Disability Confident Employer, and we have a number of partnerships with external organisations providing job opportunities within the company for people with special educational needs and disabilities.

About the Company

Rapport is an award winning, specialist company that provides corporate organisations with a range of fully managed front and back of house guest services. Our tailored services are provided to clients in all major cities in the UK and Ireland and in key locations in the US and Hong Kong.

We are very proud to count some of the UK’s most forward-thinking, blue-chip companies as our clients, from small boutique firms to large multi-site international corporations, all with a common goal to provide excellent Customer Service.

Our most prestigious awards include:

• In the 2021 ‘Best Companies to work for’ awards, Rapport was recognised as being the Best Company to Work for in the U.K. Business Services Sector, Rapport was recognised as the second Best (Large) Company to Work for in the UK and third Best Company to Work for in London (all categories and company sizes).
• We were awarded three stars from ‘Best Companies’, their ultimate accolade, in 2021 signifying a ‘World Class’ company.
• Top 30 Best Places to Work in Hospitality in 2021 winner.
• Excellence in Diversity & Inclusion at HR in Hospitality Awards 2019

Rapport is a part of Compass Group UK & Ireland, a FTSE 100 company. Please visit our website, www.rapportservice.com, for further information and before applying to learn more about Rapport and our clients.

We will contact applicants within 5-7 workings days. Rapport job adverts always gain a high response rate, but we do review all applications. Please check your inbox and your junk/spam folder for our response to your application. Due to high application volumes, we recommend that you do not apply for more than one role at any time. Please ensure you apply for the role that best matches your experience.

Rapport