At a Glance
- 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.
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 JBLE1_NI in Belfast employer: Totalis Solutions Ltd
Totalis is an exceptional employer, offering a supportive work culture that prioritises employee growth and development. Located in Belfast, the company provides a comprehensive benefits package including paid holidays, a pension fund, and modern tools like laptops and mobile phones to enhance productivity. With over 20 years of experience in delivering high-quality solutions, Totalis fosters a collaborative environment where employees can thrive while contributing to meaningful projects in property management.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk and Billing Administrator JBLE1_NI 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 be the first point of contact for clients. Role-play common scenarios with a friend to boost your confidence and ensure you can handle calls and emails like a pro.
✨Tip Number 3
Show off your organisational skills! Prepare examples of how you've managed multiple tasks or prioritised urgent requests in previous roles. This will demonstrate your ability to juggle responsibilities effectively, which is key for this position.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. Plus, it shows your enthusiasm for the role and keeps you on their radar.
We think you need these skills to ace Helpdesk and Billing Administrator JBLE1_NI in Belfast
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Helpdesk and Billing Administrator role. Highlight your relevant experience in customer service and billing, and show us how your skills match what we're looking for!
Show Off Your Communication Skills:Since this role involves a lot of client interaction, it's crucial to demonstrate your excellent communication skills. Use clear and professional language in your application to reflect how you would communicate with clients.
Be Detail-Oriented:Attention to detail is key in this position. When filling out your application, double-check for any typos or errors. We want to see that you can maintain accurate records right from the start!
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 shows us you're keen on joining our team!
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 the key responsibilities like customer communication, job logging, and billing processes. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Show Off Your Communication Skills
Since this role involves a lot of client interaction, practice your verbal and written communication skills. Be ready to demonstrate how you would handle customer queries or complaints. You might even want to prepare a few examples from your past experiences where you successfully resolved issues for clients.
✨Get Comfortable with Tech
Brush up on your knowledge of helpdesk software and CRM tools, especially Joblogic if you can. Being tech-savvy will not only impress your interviewers but also show that you can hit the ground running. If you have experience with Microsoft Office, particularly Excel, be prepared to discuss how you've used it in previous roles.
✨Bring Your Problem-Solving A-Game
Think of specific instances where you've had to solve problems under pressure. The interviewers will likely ask about how you prioritise tasks and manage multiple requests. Share your strategies for staying organised and ensuring timely service delivery, as this is crucial for the role.
