At a Glance
- Tasks: Support maintenance and compliance tasks while delivering exceptional customer service.
- Company: Join a dynamic team at Lakeside Shopping Centre, focused on safety and efficiency.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Work in a fast-paced environment with a supportive team and career advancement opportunities.
- Why this job: Make a real difference in health and safety while developing valuable skills.
- Qualifications: Strong customer service skills and proficiency in Microsoft Office; CAFM experience is a plus.
The predicted salary is between 40500 - 49500 £ per year.
Purpose of the Role
Reporting to the BSC - Compliance, the Help Desk operative will be responsible for supporting the delivery of reactive and planned maintenance as well as Technical, Fire, Health & Safety compliance of the Centre.
Working closely with the Fire, H&S Team & Technical Team, the Help Desk operative will manage the logging of information and tasks on concept to ensure statutory compliance and effective completion of tasks.
They will also be responsible for tracking the completion of audit tasks across the business and for the tracking of health & safety documentation such as risk assessments.
The role will include H&S workplace audits, accident investigation and contractor monitoring.
Providing exceptional Customer Service to our customers at all times.
Key Responsibilities
This role will involve a variety of tasks including
- Developing close working relationships with internal customers and service providers to fully understand all aspects of the business.
- Present all outputs of the Fire, H&S & Technical Services Teams accurately, to a high standard and in a timely fashion.
- Work closely with all teams to ensure a smooth and seamless service.
- Provide outstanding Customer Service in all aspects of the role Main Duties: All aspects of our H&S & Technical system support processes including:
- Provide input, monitoring and reporting to the technical business systems: Concept (CAFM), Contractor Tracker, info exchange and Datastation etc.
- Data input and monitoring of the centre’s CAFM system regarding all planned and reactive tasks, resource allocation and close-down of tasks for both subcontractors and internal resources of Internal PPM Assignment, Call Logging, Reactive Assignment, Level of Completion, Events, document upload and task closure.
- Ensure key handover and receipt to /from tenants and contractors are managed & recorded in line with Centre requirements, and that utility COT’s are completed accurately and in a timely fashion.
- Proactively monitor the centre’s CAFM system to achieve the centre’s agreed Service Level Agreements of Compliance Monitoring, SLA Monitoring, Follow-up on actions, confirm subcontractor attendance, Adding notes on the system reference communication relating to delays that will cause SLA failure.
- Assign and manage tasks to centre’s sub-contractors in line with agreed SLAs and close out with all statutory certificates and reports as required o Subcontractor Management & Assignment; print job cards for contractors to complete and close down subcontractor jobs on system.
- Full support to BSA/BSC, compliance in any additional tasks or actions o Upload of documents to Jobs, Statutory uploads of Retailer Compliance, Management of Compliance Logbooks, performance reporting and upwards escalation.
- Ensure the centre’s work permit authorisation is followed with contractors’ access and permits in place for all on‑site activity in line with centre procedures.
- Support the centre’s Health and Safety and Fire personnel with correspondence, reporting and data input.
- Assist the Health, Safety & Fire Manager with accident investigation.
- Any other duties that may reasonably be required from time to time to support the Centre & wider team.
Skills, Knowledge and Experience
Essential
- Excellent Customer Service skills, with previous experience of dealing with internal and external clients.
- Polite, professional, articulate, outgoing and a confident communicator (both written and verbal)
- A high level of interpersonal skills and a willingness to work as part of a team.
- Ability to prioritise workload and meet the daily demands of the team either working alone or as part of a team
- Computer literate in Microsoft Office applications, skills in Excel, Word as well as CAFM systems e. g. concept, C-tracker
- Adaptable and flexible whilst working in a busy multi skilled office environment.
- Excellent attention to detail and presentation
- Understanding the need for confidentiality when dealing with both internal and external information
- IOSH qualification, or agreement to achieve within 3 months.
Desirable
- Deadline driven helpdesk environment and or previous experience of working in a Technical Administration environment.
- Working Hours - 40hrs - rota basis of earlies, mid, lates and weekends
- #LI-DNI
Please see our Benefits Booklet for more information.
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Business Support Assistant - HelpDesk - Lakeside Shopping Centre in South Ockendon employer: Savills
Savills is an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation within the dynamic real estate sector. Employees benefit from comprehensive professional development opportunities and a supportive environment that encourages personal growth, making it an ideal place for those looking to make a meaningful impact in B2B marketing.
StudySmarter Expert Advice🤫
We think this is how you could land Business Support Assistant - HelpDesk - Lakeside Shopping Centre in South Ockendon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Savills. 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 Savills 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 Business Support Assistant - HelpDesk - Lakeside Shopping Centre in South Ockendon
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 Savills:Your cover letter is your chance to shine! Tell us why you want to work at Savills 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 Savills!
How to prepare for a job interview at Savills
✨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.
