Helpdesk Advisor

?Role: Helpdesk Advisor - Specialist Cleaning Services

Salary: £26k plus benefits

Job Status: Permanent/Full-Time

Location: Manchester, Lancashire - this is not a hybrid or remote role

Vacancy Reference: VR/05289

Role Description:

Our client, a specialist reactive service provider, is looking to appoint a Helpdesk Advisor to join their growing Team in Manchester. As Helpdesk Advisor, you will work as part of the Operations team, providing an efficient, helpful and professional customer support service. You will be liaising with clients and customers across the Cleaning and Waste business ensuring orders are quoted correctly and logged onto the CAFM system. The ideal Helpdesk Advisor will have experience of working within the FM/reactive service sectors and will be able to demonstrate excellent IT skills. This is an exciting opportunity to join a forward-thinking Team who are committed to providing the best service to its clients across the UK.

Responsibilities:

• Respond to job requests and queries via phone, email and customer portals

• Upload customer work orders to the Job Watch system

• Accurately log tasks onto the help desk system in a timely manner giving the appropriate priority level and liaise with resource planning in order to assign to an operative

• Assess all Waste and Clean requests from existing customers and provide quotations and pricing for completing the jobs in question

• Ensure all new customer enquiries are correctly processed by working with the Commercial, Operational and Resource Planning teams

• Be polite and professional to internal and external customers, clients and colleagues

• Build a rapport with all customers to ensure confidence in the delivery of services

• Ability to deal with enquiries and quotations in a proactive and efficient manner

• Respond to customer enquiries and calls aiming to answer all calls within the agreed time

• Keep all customers fully aware of the progress of their request and any potential delays

• Communicate with operatives to deal with any issues in the delivery of the services

• Assist the commercial team in ensuring that all jobs are booked onto the system correctly

• Provide a comprehensive handover to other colleagues and/or out of hours teams

• Liaise with sub-contractors and third-party suppliers with customer job details

• Provide customers with accurate quotations based on company approved rate cards

• Improve customer support by actively responding to queries and handling complaints

• Ensure that all customer data is correctly captured on the system to enable correct billing

• Work closely with Finance on billing and invoicing enquiries to resolve queries/complaints

• Supply customers with specific solutions and specialist advice on service options

• Liaise with the Sales team with regards to new customer requirements and enquiries

• Monitor ongoing works and request uplifts and obtain PO’s to reflect all job requirements

• Ensure all new customer data is set up correctly on the Job Watch system with billing/delivery addresses

Requirements:

• Experience of working in the facilities management/reactive services sectors

• Ability to establish and maintain good client relationships, both internally and externally

• Previous experience of roles in a customer service/helpdesk team environment

• Good working knowledge of CAFM and CRM systems

• Excellent communication skills (verbal and written)

• Ability to develop effective working relationships with internal company departments

• Highly customer focused and always looking to deliver a high quality of service for clients

• Good attention to detail and ability to spot issues with data and recommend solutions

• Flexible and able to react quickly to the needs of the customer and emergency works

• Ability to deliver quality results under pressure and prioritise workload

• Competence in Microsoft Office products especially Outlook, Word and Excel

• Calm, confident manner and the ability to handle and resolve customer complaints

• Excellent time management skills and ability to prioritise a demanding workload

• Ability to hold employee and client information in the strictest confidence

• Able to demonstrate a sense of urgency and energy to complete tasks

• Confident to deal with operational teams and be assertive in delivering customer requests

• Excellent written and verbal communication in English

• Previous training/qualifications in customer services

• Minimum of 3 years’ experience in Helpdesk roles in sectors such as FM

• Demonstrate good IT skills (Microsoft Office and ideally CAFM or similar facilities maintenance packages) including use of databases and a willingness to develop these skills further