Service Desk Coordinator

Role Overview & Responsibilities

SERVICE DESK CO-ORDINATOR

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.

Roles & Responsibilities

• 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.

Skill Set

• 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 four helpdesk operatives in a friendly office environment working 9am – 5pm Monday to Friday.

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

• 23 days holiday per annum, plus 8 bank holidays (pro rata, contractual)
• 4 extra wellness days per year (After Probation)
• Company bonus scheme (After Probation)
• Auto Enrolment Pension
• Life Assurance Policy

Job Types: Full-time, Permanent

Salary: From £25,000.00 per year

Benefits:

• Company pension
• Free parking
• Life insurance
• Wellness programme

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme

Work Location: In person