Helpdesk Operative

Croydon Council; City Of London; Hybrid; GBP 34,000 - 35,000; Full time

Job summary

The successful candidate will work within the FM Helpdesk to support security, maintenance, cleaning, pest control, concierge and other FM services, using our database system and contributing to KPI reporting and invoicing as required.

Qualifications

• Sound oral and written communication skills.
• Ability to work on own initiative and as part of a team.

Responsibilities

• Deal with customers via phone and email, log and track requests, and update status.
• Operate helpdesk using the FM database system and provide KPI reporting and updates.

Skills

Communication skills

Tools

FM database system

Job description

Job Description

Salary range: Grade 5 £34,104- £35,109 plus fantastic benefits

Contract: Permanent

Hours of work: 36 hours per week

Location: Croydon

London Borough of Croydon is looking to appoint Helpdesk Operatives to join the Facilities Management team to provide a professional customer focused FM helpdesk service.

This role will form part of the FM Helpdesk function which is the heartbeat of the FM service working with internal and external customers and partners to deliver our FM services that cover security, reactive & planned maintenance, cleaning, pest control, concierge and FM support services.

Reporting to the Helpdesk Team leader the role will be responsible for operating the helpdesk function using our FM database system. The individual will work as part of the Helpdesk Team but must demonstrate ability to work on own initiative and have sound oral & written communication skills as well as maintaining good inter personal relationships.

We are looking for an enthusiastic, innovative, dynamic individual who will contribute to the team who will be able to demonstrate the ability to work in a demanding environment.

You’ll be responsible for dealing with all customers, taking calls, emails, service requests, logging and tracking calls, data entry, KPI reporting, invoice & billing, tracking work instructions and providing customer updates.

Previous experience in a property related help desk environment, using a database system would be advantageous but not essential.

About Us

Croydon Council's priorities

The Council balances its books, listens to residents, and delivers good sustainable services

• Get a grip on the finances and make the council financially sustainable
• Become a council which listens to, respects and works in partnership with Croydon's diverse communities and businesses
• Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors
• Ensure good governance is embedded and adopt best practice
• Develop our workforce to deliver in a manner that respects the diversity of our communities

Key business plan outcomes

• Croydon is a place of opportunity for business, earning and learning
• Children and young people in Croydon have the chance to thrive, learn and fulfil their potential
• Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home
• People can lead healthier and independent lives for longer
• Croydon Council's new ways of working

Equal Opportunities Statement

Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.

Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.

The Successful candidate will be subject to a DBS check, if the role requires one.