Aftercare Helpdesk Coordinator

Ballymore; City Of London, London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in East London is seeking an Aftercare Helpdesk Coordinator for a 12-month fixed-term contract. The role involves high levels of customer interaction and administrative duties, ensuring service meets SLA and KPI requirements. Candidates should be organized, detail-oriented, and possess strong communication skills.

Qualifications

• Knowledge of construction defects desired.
• Experience of dealing with customer queries and complaints.

Responsibilities

• Provide a high level of service to customers at all times.
• Coordinate work tasks from the Helpdesk system and update on progress.
• Act as a point of contact for customers, resolving queries effectively.

Skills

Knowledge & understanding of Construction Defects

Highly organised

Excellent telephone manner

Must be numerate, with a high attention to detail

The ability to be calm under pressure

Accuracy with record keeping

Experience of dealing with customer queries and complaints

Job description

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Client:

Ballymore

Location:

East London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

0a61650e0140

Job Views:

49

Posted:

22.06.2025

Expiry Date:

06.08.2025

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Job Description:

Aftercare Helpdesk Coordinator- 12 Month Fixed Term Contract (Canary Wharf)

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

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.
• Oversee daily work allocation / output, ensuring the service meets SLA’ & KPI requirements.
• Ensure good communication with the Help Desk Manager.

Customer Services

• 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.
• Keep the Help Desk Manager informed of complaints and progress.

Administration

• 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
• Highly organised
• Excellent telephone manner
• Must be numerate, with a high attention to detail
• The ability to be calm under pressure
• Accuracy with record keeping
• Knowledge of construction defects (desired)
• Experience of dealing with customer queries and complaints

Ballymore operates as an equal opportunities employer.