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- Tasks: Handle client calls and emails, log maintenance requests, and support billing processes.
- Company: Totalis, a leading provider of property solutions in the UK and Ireland.
- Benefits: Laptop, mobile phone, paid holidays, parking, and pension fund.
- Other info: Opportunities for training and professional development in a supportive environment.
- Why this job: Join a dynamic team and enhance your customer service and administrative skills.
- Qualifications: Experience in customer service and proficiency in helpdesk software required.
The predicted salary is between 25000 - 30000 £ per year.
Totalis is a private company that has been delivering consistent high-quality solutions for over 20 years to clients in the UK and Ireland. Totalis has developed a one-stop shop approach for clients who require a comprehensive solution to their property portfolio.
The Helpdesk & Billing Administrator is responsible for handling incoming calls and emails from clients, accurately logging maintenance requests, coordinating with field engineers, contract managers and subcontractors, and supporting the billing and invoicing process to ensure timely and efficient service delivery. The role requires strong organisational, communication and administrative skills to manage service requests through to completion, whilst ensuring accurate financial records, invoicing and client account support.
Key Responsibilities
- Customer Communication
- Act as the first point of contact for clients requesting maintenance services or billing support.
- Respond promptly and professionally to calls and emails, gathering relevant details for service requests or account queries.
- Communicate service details clearly to clients, including expected timelines, billing updates and any required follow-up actions.
- Build and maintain positive client relationships through excellent customer service.
- Job Logging and Tracking
- Accurately record all maintenance requests on the Joblogic CRM system.
- Assign and prioritise service calls based on urgency, location and available resources.
- Monitor open requests and ensure timely updates are provided to clients and management.
- Ensure completed jobs are closed correctly with all relevant notes and supporting documentation.
- Coordination with Field Engineers
- Dispatch maintenance work orders to engineers based on location, skill and availability.
- Coordinate and communicate any changes or additional requirements with the field team to ensure efficient workflow.
- Follow up with engineers to confirm job status, timesheets and completion details.
- Liaise with subcontractors where required to ensure service delivery standards are met.
- Billing and Invoicing
- Raise invoices accurately and in a timely manner for completed works, planned maintenance and quoted works.
- Ensure all billing information is supported by job sheets, purchase orders and client instructions.
- Process credit notes, invoice amendments and account queries where required.
- Assist with debt management by liaising with clients regarding outstanding balances.
- Maintain accurate financial records in line with company procedures.
- Record-Keeping and Reporting
- Maintain accurate and up-to-date records of service requests, engineer assignments, timesheets, invoicing and completion details.
- Generate daily and weekly reports on maintenance call volumes, response times, job completion status and billing activity.
- Provide feedback to management on common issues, delays or recurring billing queries to improve service processes.
- Continuous Improvement
- Identify and suggest improvements to enhance service delivery, billing accuracy and customer satisfaction.
- Work with operational and finance teams to implement streamlined processes.
- Support the development of internal systems and reporting tools.
Person Specification
Qualifications and Experience
- Essential: Previous experience in a customer service, support, helpdesk or administrative environment. Experience in billing, invoicing or accounts administration. Proficiency in using helpdesk software, ticketing systems and CRM tools. Good working knowledge of Microsoft Office Suite, particularly Excel and Outlook. Strong administrative skills, including data entry and record-keeping.
- Desirable: Experience in a maintenance, construction or facilities management environment. Familiarity with Joblogic or similar CAFM/CRM systems. Understanding of purchase orders, supplier invoices and credit control processes.
Skills and Abilities
- Essential: Excellent communication skills, both verbal and written. Strong numerical accuracy and attention to detail. Ability to prioritise and manage multiple tasks efficiently. Strong organisational and time management skills. Problem-solving skills and ability to work under pressure. Good listening skills with a professional and patient approach.
- Desirable: Ability to adapt to new systems and technology quickly. Advanced Excel or reporting skills. Proactive approach to identifying and resolving issues.
Personal Attributes
- Essential: Reliable and punctual with a strong work ethic. Positive, can-do attitude with a focus on excellent customer service. Ability to work independently as well as part of a team. Willingness to learn and develop skills within the role. Professional and approachable demeanour, especially when handling sensitive customer or financial matters.
Additional Requirements
- Essential: Willingness to undergo training and continuous professional development. Flexibility to support business needs across departments where required.
Benefits: Laptop, Mobile Phone, Paid Holidays, Parking, Pension Fund
Helpdesk and Billing Administrator in Belfast employer: Totalis Solutions Ltd
Contact Detail:
Totalis Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk and Billing Administrator in Belfast
✨Tip Number 1
Get to know the company before your interview! Research Totalis and understand their services, values, and recent projects. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Helpdesk and Billing Administrator, you'll need to be clear and professional when dealing with clients. Try role-playing common scenarios with a friend to boost your confidence.
✨Tip Number 3
Show off your organisational skills! Be ready to discuss how you manage multiple tasks and prioritise effectively. Maybe share a story about a time you juggled several responsibilities successfully.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen on joining the Totalis team.
We think you need these skills to ace Helpdesk and Billing Administrator in Belfast
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Helpdesk and Billing Administrator role. Highlight your customer service experience, billing skills, and any relevant software knowledge. We want to see how your background fits with what we do at Totalis!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific experiences that relate to the job description and show us your enthusiasm for joining our team.
Show Off Your Communication Skills: Since this role involves a lot of client interaction, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional – just like you would when speaking to a client!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us. Plus, it’s super easy!
How to prepare for a job interview at Totalis Solutions Ltd
✨Know Your Stuff
Before the interview, make sure you understand the role of a Helpdesk and Billing Administrator. Familiarise yourself with customer service principles, billing processes, and any relevant software like Joblogic. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role involves a lot of client interaction, be prepared to demonstrate your communication skills. Practice answering common interview questions clearly and concisely. You might even want to role-play scenarios where you handle customer queries or complaints to show how you would manage real-life situations.
✨Highlight Your Organisational Skills
The job requires strong organisational abilities, so think of examples from your past experience where you've successfully managed multiple tasks or projects. Be ready to discuss how you prioritise work and keep track of details, especially when it comes to logging maintenance requests and managing invoices.
✨Ask Smart Questions
At the end of the interview, don’t forget to ask insightful questions about the company culture, team dynamics, or specific challenges the department faces. This shows that you're not just interested in the job, but also in how you can contribute to the team's success at Totalis.