Service Desk Assistant

Workman LLP; Swindon; Hybrid; GBP 22,000 - 24,000; Full time

Job summary

A leading property management firm seeks a Service Desk Assistant to provide excellent customer service. You will handle queries, log requests, and liaise with contractors while working in a busy team environment. The role offers hybrid working, a discretionary bonus, and various lifestyle benefits.

Benefits

Discretionary annual bonus

Healthcare

Life insurance

Wellness programme

Long service additional holidays

Gym membership

Cycle to work scheme

Generous referral bonus

Social events

Qualifications

• Relevant customer service experience preferred, training provided.
• Excellent communication and team working skills required.

Responsibilities

• First point of contact for customer and tenant queries.
• Log requests and liaise with contractors using Service Desk platforms.
• Prioritize and manage incoming calls efficiently.

Skills

Communication

Customer Service

Teamwork

Tools

Service Desk Software

Job description

ABOUT THE ROLE

The Service Desk is an integral part of our property and facilities management service. We provide our customers and tenants with a single point of contact for reporting their service issues.

The Service Desk Assistant will deal with a wide range of requests from customers, tenants and internal colleagues.

Providing excellent customer service, the Service Desk Assistant will log requests, liaise with contractors, provide updates and maintain accurate information on the Service Desk platforms.

WHAT MATTERS MOST IN THIS ROLE

Providing a friendly and professional service, working efficiently, prioritising customer, tenant and colleague requests, and following calls through to completion.

You will be working as part of a busy team, dealing with email requests into a shared Inbox and answering the dedicated Service Desk telephone. Our focus is to provide excellent customer service. It is important to be able to prioritize, to identify which requests are urgent and important and deal with those swiftly, while not losing sight of other requests and responsibilities.

The Service Desk Assistants build strong relationships with internal and external contacts, including colleagues, customers, tenants and contractors. You will be keeping customers and tenants updated on tasks requested, chasing contractors and working efficiently to resolve issues.

General duties:

• Providing the first point of contact for customer and tenant queries and concerns
• Handling incoming calls and manage outgoing calls
• Using Service Desk software platforms Planet and Dwellant to log call requests
• Liaising with wider team members to ensure the best resolution, consistent with the contract
• Liaising with relevant contractors in relation to all aspects of Service Desk requirements
• Responding to queries, amending data and following up tasks
• Working closely with Service Desk team members and wider Workman colleagues

WHAT WE EXPECT FROM YOU

A friendly, proactive and positive approach to the role.

Excellent and professional communication skills, an ability to remain focused, with a strong team working approach.

Relevant customer service experience is preferred, but in house training will be provided.

WHY WORKMAN?

• Hybrid working to offer you a great work life balance, with a minimum of three days in the office.

• Discretionary annual bonus and salary reviews.

• Healthcare, life insurance & wellness programme.

• Long service additional holidays, your birthday off and an extra day between Christmas and New Year

• Lifestyle benefits to suit you: gym membership, cycle to work, buy and sell holiday to name just a few.

• Social events throughout the year including a firm wide Christmas party!

• Generous referral bonus.

ABOUT WORKMAN LLP

As the UK’s leading independent commercial property management specialist, Workman has an enviable position within the property industry.

We are proud of our longstanding relationships with many of our clients, some of whom we have worked with for more than 25 years. Our clients include leading institutional and sector-specialist investors, private property companies, public sector bodies and a growing number of overseas investors.

We pride ourselves on the caliber of our employees and their unique skill sets.

For more information on working for Workman please visit
Our People | Workman LLP

EQUAL OPPORTINITIES

We are an equal opportunities employer, and it is our policy is to recruit a diverse workforce and follow the guidelines of the Equality Act 2010

This job description does not form part of your contract of employment and the duties may be amended from time to time.

SALARY BANDING

£22,500 - 24,000