Careers at Ballymore

Aftercare Helpdesk Coordinator

  • Department
  • Location
  • Job type
  • Construction
  • East London
  • Permanent

Job Description

Aftercare Helpdesk Coordinator - Permanent, Canary Wharf

Hours: 40 per week, either 8am - 5pm or 9am - 6pm Monday to Friday

Duties & Responsibilities 

  • To provide a high level of service to customers at all times. 
  • To coordinate work tasks as scheduled from the Helpdesk system.
  • To update and chase delegated tasks to ensure progress to SLA’s (Service Level Agreement).
  • Obtain necessary information from customers to adequately describe the request or problem to ensure that the most suitable ‘resource’ is assigned to the job. 
  • Log all customer calls & emails received on to the ‘Ticketing’ database, keeping the database up to date at all times and to provide updates to the customer. 
  • To assist with the completion of enquiries for both reactive and planned communications.
  • Keep accurate records of discussions or correspondence with customers and ensure all residents, tenants, Managing Agents, and Solicitors information are up to date on the database.
  • Act as a primary point of contact for customers. Provide help and advice to all customers by being the first point of contact for all customer queries post completion.
  • Maintain a high level of customer service. Communicate courteously with customers by telephone, email and letter and maintain open communication channels.
  • Resolve any day-to-day customer queries. Pass any complex or reoccurring problems to the (Help Hub Manager). 
  • Handle any problems / complaints effectively, in a timely manner in accordance with business complaint procedure. 
  • Written correspondence - compile letters where required to all of all resident, tenant, landlord and managing agent (where applicable). 
  • Deal with telephone/post/email enquiries and in accordance with the department’s communication procedure.
  • Improve, maintain and develop relevant filing systems (electronic and paper).
  • Assist the Help Desk Manager with any ad hoc administrational duties.

Skills, Experience & Qualifications

  • Knowledge & understanding of Construction Defects
  • Excellent customer services skills
  • Highly organised
  • Excellent telephone manner
  • Excellent spoken & written communication skills 
  • Must be numerate, with a high attention to detail
  • The ability to be calm under pressure 
  • Accuracy with record keeping 
  • Excellent computer skills
  • Customer services experience
  • Experience of dealing with customer queries and complaints

We operate as an equal opportunities employer. 

Personal Information