Helpdesk Coordinator | Liverpool

This is an exciting opportunity for a motivated and ambitious Helpdesk Coordinator to play a pivotal role in a brand-new Helpdesk.
As a Helpdesk Coordinator, you will be responsible for delivering excellent customer service, managing all scheduling provisions and acting as a focal point for all maintenance activities across the contract.

Your responsibilities would be to:
Handle inbound telephone calls within contractual SLAs in a professional manner
Proactively co-ordinate the delivery of all reactive and PPM works, adhering to safe working practices at all times.
Ensure that systems are updated within prescribed timescales and utilised to their full capability to ensure maximum efficiency
Handle incoming e-mail and other potential omnichannel routes within contractual SLAs
Raise, manage and close Service Requests in the CAFM system
Process purchase orders
Handle complaints and escalate where appropriate
Provide excellent customer experience

First and foremost, you must have experience of working with a scheduling role, booking tradespeople/service engineers against jobs that need to be carried out, as well as exceptional customer service skills.

You should be able to work under pressure and to tight timescales, with call centre experience and strong IT skills.

You must be able to pass BPSS Clearance to be considered for this role.

Serco Plc

Liverpool, England

VIVO, a 50:50 joint venture between Serco and EQUANS, has been awarded places on the Defence FM and Housing Maintenance framework contracts.
VIVO embodies both experience and innovation. It combines Serco's comprehensive track record delivering engineering, technical and FM services to the UK MOD for over 55 years with EQUANS' market leading FM, energy, asset optimisation and regeneration capabilities.

Up to 6% contributory pension scheme
25 Days annual leave
Volunteer leave
Established reward and recognition scheme
One paid professional subscription
Life Assurance Policy
Employee discount and reward schemes
Interesting, varied, and enjoyable work
A company that recognises your contribution
Training opportunities and qualifications within a supportive environment to ensure career progression