Senior Helpdesk Coordinator – Sat – Wed working week in Resourcing Group at Bristol, England, United Kingdom

Website Resourcing Group

This listing is about Resourcing Group in Bristol, England, United Kingdom
in 2022

About the job

Are you a Helpdesk Coordinator / Senior Member of the Helpdesk Team looking for a new opportunity in the Bristol City centre?

Working on a Saturday to Wednesday basis 8-5 & 9-6pm you will be the Senior Helpdesk person responsible for overseeing the weekend shift.

The role will be to provide administrative support within the Help Desk Team. This will be achieved by delivering a bespoke first-class experience for the client and third parties. Ensuring excellent customer service is delivered at all times

Role responsibilities

To facilitate client requests and enquires, ensuring accurate recording of information to deliver a smooth transition of work from log to closure

To accurately record information and specific requirements to ensure work is progressed in a timely manner

To build a strong relationship with the customer and deliver an exceptional customer experience

To build and maintain effective relationships with key clients, engineers, account managers and subcontractors

To process enquires, uploading timely and accurate information onto the CRM within Lancer Scott, ensuring notations to support individual requests with ability to track each case

Setting the client expectations and realistic timelines for each enquiry to completion

To record and initiate a case successfully and seamlessly

To manage expectations and timelines for the customer and engineer through clear communication

To assist Project Managers to provide support with tracking and closing individual cases as and when the business requires

To ensure all conversations and documentation meet with the business process requirements, company compliance standards and company associated guidelines

Take responsibility for and be actively involved in your personal development and career progression

Provide support to Coordinators, sharing knowledge, training and best practice solutions

Ad hoc duties as assigned by your manager

Answering incoming calls and responding to enquires from clients & 3rd parties with exceptional notes being detailed on the CRM system – detailing specific client requirements or instruction to the engineer

Manage incoming emails received directly and log accurately within the CRM system

Assign jobs to individual engineers ensuring detailed overview of requirements and clients specific requests

Liaise directly with clients and third parties to in order to progress its enquiry within optimum timescales

Ensure receipt and accurate recording of documentation in order to change job status to ‘Closed’ within desired timescales

Manage all administration, correspondence & paperwork effectively dealing with task/job related documents

Escalate client concerns and potential delays to Helpdesk Team Manager

Ensure regular communication with Account Manager in order to provide accurate MI relating to the account

Complete checks to ensure accuracy of tasks and real time position

Maintains client confidentiality and displays a working knowledge of data protection requirements (mandatory training)

Maintain CRM management to ensure all tasks are completed within the correct timeframes

Ensure positive feedback from users about the quality of service provided.

Actively provide support/mentoring to others to ensure delivery of collective performance and overall customer excellence

Proactively seek opportunity to build internal relationships and awareness of wider business

Own enquires and progression fulfilling individual performance and objectives agreed by Client Services Team Leader

Ad hoc duties as assigned by your manager

Covering manager duties when required – i.e – Annual Leave/Absence

Key relationships

Clients & 3rd Party Representatives (developing relationships, building trust, administering enquires)

Engineers and Sub Contractors (close relationship to enable smooth client journey)

Team members and Account Managers

Coordinators in own and other teams (share knowledge, best practice solutions and wider awareness of the business)

Helpdesk Team Manager (for guidance, development and support)

For further information on the role and the company you could be working for please get in touch with Gary Cornes on 07 87 896 22 67, you can also email your CV to apply NOW to [email protected]

Resourcing Group is acting as an Employment Agency in relation to this vacancy.

Company: Resourcing Group

Vacancy Type:  

Job Location: Bristol, England, United Kingdom

Application Deadline: N/A

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