HELPDESK CO-ORDINATOR

HEAD OFFICE - BORDON
Full time - Permanent

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IPM Facilities is an established, rapidly expanding, dynamic Facilities company and we now seek a brilliant and dynamic new addition to our Helpdesk team, based at our head office in Bordon, Hants.  GU35 0AX.

Our customers are well known “blue chip” companies with business parks, retail parks and industrial estates forming a large part of their portfolios. As well as maintenance contracts, we provide a 24/7 response to any issues arising at our customer’s properties. We have a strong helpdesk team that works closely with our operations managers, service partners and suppliers to offer the highest standard of service to our customers.

Essential responsibilities & duties.

  • Communicate effectively and build/maintain relationships at all levels with customers.

  • Prepare and issue predefined reports, which form part of the contract and customer’s requirements both operational and financial.

  • To liaise with our customers on all aspects of the business; to ensure customer satisfaction and a high quality of service and compliance are always maintained.

  • Logging calls and emails received from our customers, monitoring through to completion, and updating records using our company CRM.

  • Build and maintain strong relationships with IPM’s operational management, service partners and suppliers.

  • Produce quotations/reports for approval by the operations managers.

  • Organise work and time efficiently, and to work supportively within the team.

  • Adhere to the service level agreements both for our customers and internally, this will be monitored through key performance indicators.

 

Key skills required:

  • At least 1 year of working within a Customer Service role.

  • An understanding of the facilities industry.

  • Showcase excellent customer service

  • Able to work in a fast-paced environment.

  • Work well under pressure.

  • Excellent communication skills at all levels.

  • Prioritise workload.

  • Good organisational skills.

  • Able to follow structured procedures and processes.

  • A great team player.

  • A flexible and adaptable approach.

  • Resilient and driven.

  • Strong IT skills including Microsoft Office, helpdesk, and CRM systems.

  • Excellent telephone manner, with strong communication and interpersonal skills.

The successful applicant will be working alongside a pool of six helpdesk operatives in a friendly office environment with flexible office and home working. 9am – 5pm Monday to Friday.

In return for your dedication and hard work we offer a good package which includes:

  • Company bonus scheme (after qualifying period up to 10% of your salary)

  • Excellent promotion prospects

  • Company events

  • Employer Contribution Pension Scheme (contractual)

  • 23 days’ annual holiday, plus 8 bank holidays (pro rata, contractual)

  • Employee Life Insurance scheme

 

Please email your CV to: julie.gardiner@ipmf.co.uk & neil.fleming@ipmf.co.uk

 

 

Strictly NO AGENCIES please.