Helpdesk Coordinator – RAF Fairford

  • Gloucestershire
  • Permanent / Full Time
Building & Construction
£21500 - £23500 per year
Job ref: 430430C

Girling Jones have an exciting opportunity for a motivated and ambitious Helpdesk Coordinator to play a pivotal role in a brand-new Customer Services Helpdesk based in RAF Fairford – GL7
The Helpdesk Coordinator will be responsible for delivering excellent customer services, managing all scheduling provisions and acting as a focal point for all maintenance activities across the estate.
Key Accountabilities:

  • Handle inbound telephone calls within contractual SLAs in a professional manner
  • Proactively co-ordinate the delivery of all workflow to a team of on-site operatives, adhering to safe working practices at all times
  • Ensure that systems are updated within prescribed timescales and utilised to their full capability to ensure maximum efficiency
  • Handle incoming e-mail and other potential omnichannel routes within contractual SLAs
  • Raise and manage Service Requests in the CAFM system
  • Handle complaints and escalate where appropriate
  • Provide an excellent customer experience
  • Achieve all internal KPIs and quality requirements
  • Communicate effectively both formally and informally
  • Support continuous improvement to ensure that the Helpdesk is future proof, operates at its optimum level and adopts a lean environment
  • Participate in projects that are operationally attached to the Helpdesk
  • Ensure all site security requirements are adhered to
  • Ensure all site health and safety requirements are adhered to

What you’ll need to do the role:

  • Experience of working within a Customer Services Helpdesk or scheduling environment
  • Experience in dealing with complex and challenging customers
  • Ability to perform consistently to key metrics and tight timescales
  • Proven track record of delivering and maintaining quality outcomes for customers
  • Good knowledge of helpdesk technology including telephony, omnichannel and CAFM systems

Knowledge and Skills

  • A commitment to delivering excellent customer service whilst maintaining high levels of quality and accuracy at all times
  • Ability to communicate to an excellent standard both verbally and in writing
  • Must pass appropriate clearance for the role (SC Level)
  • Eye for detail and prepared to apply exacting standards
  • Excellent IT skills (Microsoft packages)

 Noteworthy Points:

  • The role holder will work shifts between the core operational hours of Monday – Friday from 8am – 4.30pm, although some weekend and evening support may be required.
  • You will be required to attend an initial week long training session in Liverpool between November 14th – December 1st.
  • In order to be considered for this position, you must be able to pass SC security clearance.
  • Salary – £21,500 – £23,500

Job Information

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