Service Desk Advisor | Hybrid Support & Client Care

Avison Young; Stoke-on-Trent; On-site; GBP 22,000 - 32,000; Full time

Job summary

Avison Young is seeking a customer-focused Help Desk/Administrative Support candidate in the UK to handle incoming calls and emails, process tasks, and coordinate with engineers and contractors. You will be part of a dynamic, collaborative team delivering timely services and maintaining high standards of accuracy.

The ideal candidate will have at least one year in a help desk or customer-focused environment, strong telephone skills, and proficient IT abilities.

Qualifications

• Exceptional verbal and written communication skills.
• Be organised and able to multi-task.
• Accuracy, flexibility and ability to problem solve will be necessary in this role.
• Focused on delivering high-quality service with keen eye for detail.
• To be customer focused and ability to demonstrate empathy.
• Self-motivated, thrive under pressure with strong computer literacy in this role.
• Be able to work under pressure.
• Effective team member with supportive and collaborative approach.

Responsibilities

• Answer all incoming calls and email promptly, confidently and professionally in accordance to call handling and quality targets.
• Accurately process reactive, planned and statutory compliance tasks.
• To action reactive requests from our client base and log all requests on our in-house computer system.
• To liaise with site-based engineers and field based facility managers to action requests as necessary.
• To liaise with sub-contractors to attend site to repair faults and raise appropriate purchase orders as required.
• To be proactive in ensuring that all requests are completed within a reasonable time frame and that the correct process flow has been adhered to.
• To be proactive in chasing job closures for client sites and to close down reactive requests that have been completed by our internal resources and sub-contractors.
• To ensure that timeframes are adhered to in relation to service level agreements.
• To review all data on our in-house computer system and be proactive in ensuring that the data is updated as required.
• To be responsible for own suite of clients and ensuring that all operational and financial procedures are adhered to.
• To carry out administrative tasks involved in setting up new supplier/contractor accounts.
• To promote good relationships with contractor/supplier contacts and site personnel and to project a professional image of Avison Young at all times.
• Provide administrative support to the Field Based team of Mobile Facility Managers.
• Manage own workload whilst meeting deadlines.
• General filing duties (electronic or manual) including the requirement that the filing system be neat and tidy to aid speedy retrieval of any information.

Skills

Verbal and written communication

Organised

Multi-tasking

Customer focused

Empathy

Under pressure

Team player

Self-motivated

Tools

Microsoft Office

CAFM system

Job description

Avison Young is seeking a customer-focused Help Desk/Administrative Support candidate in the UK to handle incoming calls and emails, process tasks, and coordinate with engineers and contractors. You will be part of a dynamic, collaborative team delivering timely services and maintaining high standards of accuracy.

The ideal candidate will have at least one year in a help desk or customer-focused environment, strong telephone skills, and proficient IT abilities.