At a Glance
- Tasks: Coordinate helpdesk operations, manage calls, and schedule maintenance for buildings.
- Company: Established company providing essential services across London and the South East.
- Benefits: 25 days holiday, pension scheme, and free lunch on the last Friday of each month.
- Other info: Office-based role with no evenings or weekends, offering a competitive salary.
- Why this job: Join a dynamic team and make a real difference in building management.
- Qualifications: Organised, confident communicator with attention to detail; experience in facilities management is a plus.
An excellent opportunity for an experienced Helpdesk Coordinator to join a well-established company based in Kings Langley, Hertfordshire.
About The Company:
The company provides mechanical, electrical, fabric and management services to buildings across the public, residential, commercial and private sectors. Based in Kings Langley and work across London and the South East.
The work splits two ways. Planned maintenance is the scheduled side: servicing plant on a cycle so that it does not fail. Reactive is everything else, and it is where the helpdesk lives. Something breaks in a building somebody is standing in, and it needs an engineer today.
Some clients they look after directly, others come through managing agents acting for the building owner. Either way the buildings are occupied and in use, so a call at nine is expected to have an answer by ten.
What you would be doing:
- Answering the helpdesk phone and the shared mailbox, and being the first voice a client hears
- Raising jobs and keeping them up to date in Simpro, our job management system
- Booking emergency and reactive call-outs, and scheduling planned maintenance visits
- Allocating engineers to the day's work and moving things around when a job over-runs
- Chasing job cards and reports back from engineers, and sending them out to clients
- Turning what an engineer found on site into a clear quotation for the client
- Raising purchase orders, ordering parts and materials, and chasing suppliers for delivery dates
- Booking site access and permits with managing agents and building managers
- Keeping site records, certificates and compliance paperwork straight
What a typical day looks like:
- All day - The phone and the inbox. Both run from the moment you sit down, and answering them well is most of the job
- From 8:00 - Reading the reports that came back from yesterday's visits and chasing the ones that did not. Catching up on the overnight inbox and working out what changed while the office was shut.
- Morning - Reactive calls come in. A boiler is down, a unit is leaking, a shop has no heating. You work out how urgent each one is, book an engineer to it, and tell the client when somebody will be there.
- Midday - More reports land as engineers finish on site. You chase parts, raise purchase orders, and turn what an engineer found into a quotation that goes out to the client the same day.
- Afternoon - Certificates and reports go out and managing agents get their updates. Tomorrow gets built: every engineer is given their jobs and their first appointment before they finish, so nobody starts the day waiting to be told.
- 5:00pm - You go home. Out of hours is covered by a 24 hour monitoring bureau, so the phone is not yours in the evening.
Candidate Requirements:
- Experience in building services, facilities management or a trade office is useful, and we will take somebody without it who is organised, unflappable on the phone and quick to learn.
- Comfortable talking to clients, engineers and managing agents, sometimes when they are frustrated
- Organised enough to hold a lot of open jobs at once and let none of them go quiet
- Clear, confident written English. A great deal of this job is email
- Accurate with detail. Job numbers, purchase order numbers and site addresses have to be right
- Confident with Microsoft Outlook and Excel. We will teach you Simpro
- Within a sensible commute of Kings Langley, since the role is fully office based
Key Skills:
- Communication - On the phone and in writing, all day
- Organisation - Many open jobs, none of them forgotten
- Attention to detail - Job numbers, PO numbers, addresses
- Prioritising - Knowing what is urgent and what can wait
- Customer service - Usually when something has gone wrong
- Problem solving - Finding the engineer, the part, the access
- Staying calm - Busy mornings and awkward calls
- Confidence - Speaking up to clients, engineers and suppliers
- Reliability - In on time, and nothing slips through
- Teamwork - Engineers, the office and suppliers
- Industry awareness - Some feel for construction and building services
- IT confidence - Outlook, Excel, and Simpro once we teach you
Benefits:
- 25 days holiday entitlement + bank holidays.
- Company pension scheme.
- Provided lunch on the last Friday of each month.
Working Hours: Monday to Friday, 8.00am to 5.00pm. No evenings, no weekends, no on-call rota.
The role is solely office based, in return the company is offering a Competitive Salary, Depending on Experience.
If you feel that you have the relative skill/attributes to fulfil this role then please apply now!
The employer fully supports Equality in Employment. All employment is decided based on qualifications, merit and business need.
Helpdesk Coordinator in Kings Langley employer: Recruitment Helpline
RECRUITMENT HELPLINE is an excellent employer for Mobile HVAC Service Engineers, offering a dynamic work environment that values employee growth and development. With competitive salaries, door-to-door travel compensation, and a strong focus on teamwork and customer engagement, employees can expect a rewarding career while working across diverse sectors throughout the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Coordinator in Kings Langley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Recruitment Helpline. 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 Recruitment Helpline 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 Coordinator in Kings Langley
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 Recruitment Helpline:Your cover letter is your chance to shine! Tell us why you want to work at Recruitment Helpline 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 Recruitment Helpline!
How to prepare for a job interview at Recruitment Helpline
✨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.
