Aftercare Helpdesk Coordinator

TN United Kingdom; East London; On-site; ZAR 20 000 - 40 000; Full time

Job summary

An established industry player is seeking a dedicated Aftercare Helpdesk Coordinator for a 12-month fixed-term contract. This role involves providing exceptional customer service, coordinating tasks from the Helpdesk system, and ensuring compliance with service level agreements. The ideal candidate will possess strong organizational skills, a calm demeanor under pressure, and a keen attention to detail. Join a dynamic team where your contributions will enhance customer satisfaction and operational efficiency in a fast-paced environment.

Qualifications

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

Responsibilities

• Provide high-level service to customers and coordinate work tasks.
• Log all customer interactions and maintain up-to-date records.
• Act as the primary contact for customer queries post-completion.

Skills

Organisation

Customer Service

Attention to Detail

Telephone Communication

Record Keeping

Calm Under Pressure

Construction Knowledge

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:

8

Posted:

26.04.2025

Expiry Date:

10.06.2025

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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.