At a Glance
- Tasks: Be the go-to person for all facilities-related queries and ensure smooth operations.
- Company: Join a dynamic Facilities Management team within the Council.
- Benefits: Gain valuable experience, develop customer service skills, and work in a supportive environment.
- Other info: Fast-paced role with opportunities for growth and development.
- Why this job: Make a real difference by helping clients and improving property services.
- Qualifications: GCSE educated with 2 years of admin experience and strong IT skills.
The predicted salary is between 24000 - 28000 £ per year.
We are seeking a proactive and customer-focused Helpdesk Support Officer to join our Facilities Management team. Acting as the first point of contact for all facilities-related queries, you will play a key role in ensuring the smooth operation of property services across the Council's estate. This is a fast-paced, high-volume role where you'll coordinate and track both hard and soft FM requests using the CAFM system (Civica), ensuring issues are resolved efficiently while delivering excellent customer service.
Key Responsibilities
- Act as the first point of contact for clients, contractors, and stakeholders.
- Log, track, and manage all facilities requests (emergency and non-emergency) via the CAFM (Civica) system.
- Assess and prioritise incoming jobs, determining the appropriate course of action.
- Coordinate works with contractors and internal teams to ensure timely delivery.
- Monitor progress of jobs and proactively chase outstanding works.
- Escalate risks, delays, or breaches in response times to relevant managers.
Facilities & Property Support
- Support the Facilities team with research into repair solutions and service improvements.
- Request and review quotations where required.
- Maintain accurate system records and update job statuses.
- Liaise with internal service areas and external partners throughout the lifecycle of requests.
Finance & Administration
- Raise and manage purchase orders (up to £1,000 per order).
- Support invoice processing, validation, and reconciliation against completed works.
- Resolve discrepancies with contractors and suppliers.
- Maintain accurate financial records relating to helpdesk activity.
- Assist with production of management reports and service data.
Database & Reporting
- Ensure CAFM data is accurate, up to date, and complete.
- Update job completion records and ensure documentation is closed correctly.
- Run and support reports from the CAFM system.
- Escalate incomplete or overdue work appropriately.
About You
Essential Criteria
- Educated to GCSE level (or equivalent).
- Minimum 2 years' experience in data input or administrative roles.
- Strong IT skills, with the ability to work across systems (ideally CAFM/Civica).
- Excellent customer service skills and ability to manage high volumes of requests.
- Strong communication skills (written and verbal).
- Ability to prioritise workloads and make effective decisions under pressure.
Helpdesk Support Officer in Ilford employer: Job Switch
Join our dynamic Facilities Management team as a Helpdesk Support Officer, where you'll be at the forefront of delivering exceptional customer service in a fast-paced environment. We pride ourselves on fostering a supportive work culture that encourages professional growth and development, offering opportunities to enhance your skills while making a meaningful impact within the Council's estate. With a focus on teamwork and collaboration, you'll enjoy a rewarding career in a role that is vital to the smooth operation of our property services.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Support Officer in Ilford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Switch. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Job Switch before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Support Officer in Ilford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Job Switch:Your cover letter is your chance to shine! Tell us why you want to work at Job Switch specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Job Switch!
How to prepare for a job interview at Job Switch
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
