At a Glance
- Tasks: Provide top-notch support to customers through our Helpdesk, managing queries and requests.
- Company: Join a dynamic facilities management team with a focus on customer service.
- Benefits: Gain valuable experience in a supportive environment with opportunities for growth.
- Other info: Enjoy a collaborative workplace that values diversity and inclusion.
- Why this job: Be the go-to person for problem-solving and make a real difference in customer satisfaction.
- Qualifications: Experience in administration and customer service; familiarity with CAFM systems is a plus.
The predicted salary is between 30000 - 40000 £ per year.
Days of Working: Monday to Friday – 8.00am – 17.00pm
Contract Type: 6 Month Fixed Term Contract
We are currently seeking an enthusiastic and highly organized Helpdesk Coordinator to provide excellent support to both our internal and external customers through the OCS Helpdesk. In this role, you will manage a high volume of transactions using various communication methods, such as telephony and web traffic, for a facilities management Helpdesk using a Computer Aided Facilities Management (CAFM) system. This role involves taking full ownership of resolving customer queries from start to finish, ensuring adherence to SLAs and KPIs. As a Helpdesk Coordinator, you must be self‑motivated, able to work under pressure and on your own initiative and have excellent communication skills.
Responsibilities
- To be the principal point of contact for customer enquiries, incoming calls, and new work requests on our CAFM Concept System.
- Acting as the first point of contact for the engineering workforce and sub‑contractors, allocating work to engineers and diary management for the regional area.
- Updating and closing out Reactive, PPM and Quoted jobs for engineers and sub‑contractors on CAFM Concept System.
- Raising purchase orders to sub‑contractors for reactive works and obtaining ETAs and updates.
- Coordinating and supporting Project Managers in project works across various government contracts including but not limited to requesting quotations, raising POs, creating site Health & Safety files and job costing of variations.
- Updating the database of quotations, engineering overtime and statutory compliance certification, where requested.
- General enquiries/queries resolution.
Requirements
- Right to work in the UK
- Proficient in Microsoft Office/Excel.
- Helpdesk experience within a Facilities Management environment is desirable.
- Previous experience in an Administration environment is essential and managing a CAFM system is an advantage.
- Excellent customer service track record, written and verbal communication skills.
- Good attention to detail and level of accuracy.
- Exceptional telephone etiquettes.
- Excellent organisation and planning skills.
Qualities
- Customer-focused
- High degree of accuracy
- Team player
- Ability to work under pressure
- Positive attitude and problem-solving skills
- Commitment to achieving results
Equal Opportunity Statement
We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.
Helpdesk Coordinator - FTC 6 Months in Manchester employer: Manchester Arndale
At OCS, we pride ourselves on being an excellent employer, offering a supportive and inclusive work culture that values diversity and encourages personal growth. As a Helpdesk Coordinator, you will benefit from a structured environment where your contributions are recognised, and you will have the opportunity to develop your skills in facilities management while working alongside a dedicated team. Our commitment to employee well-being and professional development makes this role not just a job, but a meaningful career path.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Coordinator - FTC 6 Months in Manchester
✨Tip Number 1
Get to know the company! Research their values and culture so you can tailor your approach during interviews. This shows you're genuinely interested and helps you connect with the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. This will help you articulate your experience and skills clearly, especially your customer service track record.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you’ve successfully resolved issues. This is key for a Helpdesk Coordinator role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It’s a nice touch that keeps you on their radar and shows your enthusiasm for the role.
We think you need these skills to ace Helpdesk Coordinator - FTC 6 Months in Manchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience, especially in helpdesk roles or facilities management. We want to see how your skills match what we're looking for, so don’t be shy about showcasing your customer service track record!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Helpdesk Coordinator role. Share specific examples of how you've handled customer queries and managed workloads in the past.
Show Off Your Communication Skills:Since this role involves a lot of communication, make sure your application reflects your written and verbal skills. Keep your language clear and professional, but don’t forget to let your personality shine through!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Manchester Arndale
✨Know Your CAFM Systems
Make sure you brush up on your knowledge of Computer Aided Facilities Management (CAFM) systems. Be ready to discuss any experience you have with these systems, as well as how you would handle customer queries using them.
✨Show Off Your Communication Skills
Since this role involves a lot of interaction with customers and engineers, practice articulating your thoughts clearly. Think about examples where you've successfully resolved issues over the phone or via email, and be prepared to share those during the interview.
✨Demonstrate Your Organisational Skills
As a Helpdesk Coordinator, you'll need to juggle multiple tasks. Prepare to talk about how you prioritise your workload and manage your time effectively. Maybe even bring a few examples of how you've handled busy periods in previous roles.
✨Emphasise Your Customer Service Experience
Highlight your track record in customer service. Be ready to discuss specific situations where you went above and beyond to help a customer, especially in a facilities management context. This will show that you're not just capable but also committed to providing excellent support.
