My client is a leading Built Environment company with a very well established Facilities Division - they are looking for an experience Customer Services / Help-desk individual who has worked within a Facilities/Help-desk role previously to join their expanding team.
The role is based in the Lincoln office as part of the dynamic Property Service Centre.
The successful candidate will work within a team of 2 CSRs reporting in to a Help-desk Manager, The successful candidate will be required to work an 8 hour shift between 8am and 6pm Monday to Friday. There is no requirement to work weekends - Salary guide for this role is circa £17k.
Respond to telephone calls and emails into the Property Service Centre in an efficient, effective and courteous manner.
Ensure that all maintenance requests are accurately recorded onto the Concerto system and that they are assigned to an MRT or SME in accordance with the agreed procedure.
Raise task orders for catering requests and submit to the current catering contractor.
To be aware of the requirements of the TFM contract and the Schools Buyback Scheme and to use this information in the efficient handling of maintenance issues.
Maintain a prompt, efficient and reliable service level to all customers as outlined within the agreed service level agreements.
Ensure that quality checks on completed work are carried out on a regular basis, thereby ensuring that all work undertaken is of a high standard.
Use relevant information and ensure that company resources are used to ensure optimum efficiency in the Property Services Centre and guarantee that resource saving initiatives will be adhered to.
Entering data and processing documentation accurately and in accordance with company procedures to ensure information systems are kept up to date to ensure the team can obtain up to date and accurate information.
Proactively using initiative to answer customer faults / queries on the telephone in the first instance to ensure company resources are not wasted on unnecessary service provider visits. Take ownership of problems and ensure they are dealt with to the customer’s satisfaction.
IT systems: In particular Microsoft Outlook, Excel and Windows as applicable and the chosen CAFM system (Concerto) for their contract.
If you have the skills and relevant expereince to be considered for this role then please send your CV to firstname.lastname@example.org