Help Desk Advisor

Role Title:

Helpdesk Advisor

Business Unit/Department:

FM&P Helpdesk

Location:

Norwich

Reports to:

FM&P Helpdesk Manager

Date:

March 2022

Role Purpose

Timely progression and regular updates are key to the conversion of opportunities within the Facilities Management and Property sector.

You will be responsible for managing our client’s journey from point of survey to completion; proactively providing updates, prioritising incoming telephone calls and emails, and undertaking administrative tasks to ensure site specific requirements are met.

Evander Vision & Mission

We believe that where you live and work should always be safe, secure and smart.

Believe in the future of Evander and build a profitable £100M+ business together. Listen to our colleagues and create a great place to work where people feel trusted to make a difference. Love our customers and go the extra mile.

#WeAreEvander

Key Accountabilities & Activities

• Communicating and liaising with Clients, Customers, Field Operations and other Central Operations colleagues in respect of the management of jobs.
• Provide excellent customer service and keep key stakeholders informed of progress using telephone, email and/or client portals.
• Use organisational skills to prioritise incoming and outgoing communications to ensure job progression and customer/client satisfaction
• Dispatching and chasing of all client quotations via email or portal.
• Updating third party systems (portals) in a timely and accurate manner.
• Recording accurate information on internal systems.
• Dealing with urgent client queries or complaints effectively.
• Preparing jobs for invoicing.
• Escalating complaints where required.
• Maintaining own admin duties.
• First point of contact for our customers, providing excellent service at all times.
• Undertake accurate and timely processing of new instructions to include validation, in accordance with agreed SLAs, policy and procedures
• Undertake accurate and timely processing of new instructions to include validation, in accordance with agreed SLAs, policy and procedures.
• Triaging new calls to ascertain the best way they should be dealt with.
• Working to developmental targets, linked to career development.

Experience and Personal Attributes

Esssential:

• Experience of working in a telephony based, customer focused environment.

• Outstanding customer service skills

• Excellent organisational skills with the ability to prioritise and multitask

• Excellent verbal and written communication skills with the ability to communicate effectively with customers and stakeholders

• Knowledge of Excel, Word, Outlook and Microsoft packages.

• Able to work collaboratively as part of a wider team.

• Able to work under pressure and to tight deadlines.

• Ability to present oneself in a professional manner when dealing with the customers and stakeholders of the business.

Personal Attributes:

• Resilient under pressure

• Strong customer service ethos

• Flexible attitude to work

• Attention to detail

• Ability to build strong rapport with customers and stake-holders

Desirable:

• Good problem solving skills and ability to use own initiative.

• Highly customer focused with the ability to manage on-going customer relationships, understand customer needs and deliver an individualised, tailored service

Other important things…

• Act as an ambassador for our brand values, actively promoting and applying these values wherever possible.
• Comply with Health & Safety requirements of the Company, keeping ourselves and each other safe at all times.
• Take the time to understand and work within Evander’s policies, procedures and ways of working.
• Uphold the company’s equal opportunities policy and ensure that any discriminatory practise within the workplace is appropriately challenged.
• Adhere to all aspects of confidentiality and Data Protection in order to comply with the law, observing all policies and guidelines.
• The post holder will be required to undertake such other duties as may be required within the competence of the post. Therefore, the list of duties in this job description should not be regarded as exclusive or exhaustive.
• A full UK drivers’ licence and the ability to travel nationally where required.
• The flexibility for some overnight stays as and when required.

Valuing Diversity and Inclusion, we aim to create a workforce that is representative of society where colleagues can be themselves. We know that embracing differences enhances Evander’s operational capabilities and helps to create a Great Place to Work. We are proud to celebrate diversity where individuals are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion, or ability.