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- Tasks: Deliver top-notch customer service and support for building management tasks.
- Company: Westminster City Council, committed to diversity and inclusion.
- Benefits: Flexible working patterns, career development, and a supportive workplace culture.
- Why this job: Join a dynamic team and make a real difference in community services.
- Qualifications: Experience in customer service and strong communication skills required.
- Other info: Opportunities for growth and a guaranteed interview for eligible applicants.
The predicted salary is between 30000 - 40000 £ per year.
Location: Westminster City Hall, 64 Victoria Street, SW1E 6QP
The Role: Helpdesk & Resources Coordinator – Corporate Property Helpdesk Team. Deliver first‑class customer service to internal and external users of the council’s building portfolio, supporting the Workplace and Facilities Management (FM) team through a range of administrative tasks.
Key responsibilities:
- Receive and record job requests, including building repairs from council staff, building users and corporate landlords.
- Resolve customer enquiries via email and phone within dedicated timeframes, logging all calls accurately and keeping the council system up to date.
- Chase relevant teams for assistance, approval, or invoicing remedies and disputes.
- Plan and prioritise the day’s workload, meeting deadlines and reacting swiftly to urgent jobs.
- Build relationships with service areas and end users to improve customer service.
- Monitor key performance indicators in real time to ensure customer response times by phone and email are met.
About You
Essential:
- Proven experience delivering excellent customer service, ideally in a helpdesk or customer‑facing environment.
- Familiarity with Computer‑Aided Facility Management (CAFM) or call‑handling systems.
- Strong communication skills, able to remain calm and patient, even when dealing with frustrated customers.
- Experience working in a fast‑paced, target‑driven environment with the ability to prioritise, be proactive and meet targets effectively.
- Positive, flexible approach and capacity to support staff in handling a diverse range of enquiries.
- Leadership potential and willingness to take on a motivating role within the team.
We encourage applications from all backgrounds. Westminster City Council is a Disability Confident Employer and supports Care Leavers who meet the essential criteria for the role.
What We Offer Benefits and Working Conditions:
- A flexible working environment with a range of flexible working patterns and Agile working.
- Inclusive, diverse workplace culture that celebrates diversity and equality.
- Disability confident employer – guaranteed interview for applicants meeting essential criteria and reasonable adjustments upon request.
- Potential for career development within the council’s property and facilities teams.
The council reserves the right to extend or close this vacancy early without warning, subject to applicant volume.
Helpdesk and Resource Coordinator in City of Westminster employer: Westminster City Council
Contact Detail:
Westminster City Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk and Resource Coordinator in City of Westminster
✨Tip Number 1
Get to know the company! Research Westminster City Council and their values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about delivering first-class service, think of examples from your past experiences where you’ve handled tough situations or resolved issues effectively.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at Westminster City Council.
We think you need these skills to ace Helpdesk and Resource Coordinator in City of Westminster
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service and any relevant helpdesk roles. We want to see how your skills match the job description, so don’t hold back!
Show Off Your Communication Skills: Since strong communication is key for this role, use clear and concise language in your application. We love seeing candidates who can express themselves well, especially when it comes to handling customer enquiries.
Highlight Your Problem-Solving Abilities: Give examples of how you've resolved issues in previous roles. We’re looking for proactive individuals who can think on their feet, so share those stories that showcase your ability to handle challenges effectively.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Westminster City Council
✨Know Your Customer Service Basics
Make sure you brush up on your customer service skills before the interview. Think about examples from your past experiences where you delivered excellent service, especially in a helpdesk or customer-facing role. Be ready to share how you handled difficult situations and resolved customer enquiries.
✨Familiarise Yourself with CAFM Systems
Since familiarity with Computer-Aided Facility Management (CAFM) systems is essential, do some research on what these systems entail. If you have experience with any specific software, be prepared to discuss it. Showing that you understand the tools used in the role will give you an edge.
✨Demonstrate Your Communication Skills
Strong communication is key for this role, so practice articulating your thoughts clearly and calmly. You might even want to role-play common scenarios you could face, like dealing with frustrated customers. This will help you feel more confident during the actual interview.
✨Show Your Flexibility and Proactivity
The job requires a positive and flexible approach, so think of examples where you've had to adapt quickly to changing circumstances. Highlight your ability to prioritise tasks effectively and how you’ve managed urgent requests in the past. This will show that you can thrive in a fast-paced environment.