Service Desk Coordinator

Type

Full Time

Bordon

Location
Salary

From £23,000 pa

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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 Service Desk team, based at our head office in Bordon, Hants. GU35 0AX.

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 8% of your salary)

  • Employer Contribution Pension Scheme (contractual)

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

  • Employee Life Insurance scheme

​Applications through indeed 

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