Helpdesk Coordinator - FTC 12 months

Word360; Birmingham; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Holiday allowance

Health insurance

Cycle to work scheme

Pension scheme

Training & development

Social events

Paid sick leave

Job summary

Word360 in the United Kingdom is seeking a driven Helpdesk Coordinator to deliver an outstanding client experience and act as a brand ambassador for the company. You will respond to calls and emails, manage client and linguist inquiries, maintain records, and work from our office in Birmingham.

A minimum of 2 years in customer service and strong English communication are essential. The role requires attention to detail, teamwork, and the ability to solve problems quickly while meeting KPIs.

Qualifications

• Minimum 2 years in customer service.
• Excellent phone manner and command of English.
• Strong communication and problem-solving skills.
• Willingness to work from Office location (not hybrid).
• Ability to work in a fast-paced environment.

Responsibilities

• Deliver outstanding customer service to clients and sub-contractors.
• Respond to phone calls and emails professionally.
• Fulfill new client requirements and manage general queries.
• Handle client and linguist enquiries from start to finish.
• Identify and address client concerns promptly and effectively.
• Maintain accurate records of all communications in the database.
• Participate in training to update job knowledge.
• Work well in a team and also independently.
• Meet service objectives and KPIs.

Skills

Customer service

Phone etiquette

Excellent English

Communication

Problem solving

Teamwork

Detail oriented

Finish tasks

Willingness to learn

MS Office

Tools

Microsoft Office

Microsoft Teams

Outlook

Job description

About The Role

Main Purpose of Job

As we step into a new phase of growth we are searching for a driven and passionate Helpdesk Coordinator to join our expanding team. Delivering a polished and captivating Word360 experience, the helpdesk team is primarily responsible for being brand ambassadors. Since you will represent the company, it is imperative that you deliver an outstanding client experience that reflects your personality, professionalism and engaging style

Responsibilities and Duties

• Deliver outstanding customer service at every opportunity to our clients and sub-contractors.
• Responding professionally to phone calls & emails.
• Fulfil new client requirements and manage general queries.
• Taking care of client and linguist enquiries from the beginning to the end.
• Solve problems and swiftly recognise and address client concerns.
• Maintain accurate records of all communications within our database.
• Update job knowledge by participating in training, where required.
• Proactive and ability to work effectively within a team but also independently.
• Understand and deliver the service objectives in line with KPIs.

Skills and Attributes Required

• Be able to work in a fast-paced, customer service environment.
• Have outstanding customer service experience (minimum 2 years)
• Have an excellent phone manner and command of English.
• Pay attention to detail be extremely efficient and organised.
• The ability to remain positive and upbeat even during difficult customer interactions.
• Strong communication abilities, including the capacity to interact with clients both orally and in writing in a clear and effective manner.
• Possess strong problem solving and negotiation skills with the ability to persuade others.
• Be a finisher and do whatever it takes to complete a task.
• Display a willingness to learn.
• Competency in the use of Microsoft Office products such as Teams, Word, Excel and Outlook
• Willingness to work from Office location. (this is not a hybrid role)

Benefits

• Holiday Allowance: 24 days of holiday per year, plus bank holidays, and an additional day off for your birthday.
• Loyalty Reward: Earn an extra paid holiday for every two years of service, up to a maximum of 29 days.
• Comprehensive Training: Enjoy a structured onboarding process, full training, and ongoing development opportunities, including annual group training to help you excel.
• Employee Recognition: Celebrate achievements with our employee awards and development programs.
• Health and Wellness: Benefit from health insurance, reduced gym memberships, reduced cinema tickets, and more.
• Career Growth: Your efforts drive your success. With our ambitious growth plans, you’ll continually expand your expertise and opportunities.
• Cycle to Work Scheme: Join the cycling revolution with our support.
• Pension Scheme: Secure your future with our workplace pension plan.
• Paid Sick Leave: Rest assured with paid time off during illness.
• Social Events: Engage with colleagues and innovate through business-wide social events.

Recruitment Process

• Successful applicants will complete a short pre-screen, including recorded answers to a few questions, along with apsychometrics test.
• If shortlisted, you’ll be invited to a first interview (via Microsoft Teams or in person).
• Finalists will attend a final interview (again, either online or face-to-face).
• Please note, the process may change

Diversity, Inclusion and Wellbeing

Diversity, inclusion and wellbeing is an important part of Word360's culture and values. We recruit talented people from a diverse range of backgrounds and cultures, providing equal opportunities for all to join our team regardless of age, sex, race, sexual orientation, disability, or culture. We create an exciting and rewarding place to work that aims to fulfil everyone's potential and together to achieve personal and business goals. We offer flexible working patterns to help our staff achieve a good work/ life balance and we encourage candidates seeking flexibility in their next role to apply for any of our vacancies.

Additional Information

If you are successful in receiving an offer of a role with our company a variety of pre-employment screening checks will be completed. Our screening checks can include but are not limited to your eligibility to work, professional and academic qualifications, any criminal records, your financial stability, and references from previous employers. The screening that takes place will be relevant to your role and will vary from role to role.

About Us

Word360 is the largest Interpreting and Translation company in the United Kingdom and we are lucky to be working alongside some brilliant clients across nationwide.