Helpdesk Analyst - Customer Care Co-Ordinator

Helpdesk Analyst - Customer Care Co-ordinator required for a leading global defence company based in Farnborough.

KEY RESPONSIBILITIES:

- SUPPORT OUR PEOPLE/CUSTOMERS by putting the Customer First and Last, Undertake Customer Satisfaction Questionnaires and Follow Up Calls, act as a liaison between the FM Helpdesk and the local site teams, accurately capture call requests and able to make informed decisions on priorities.
- SUPPORT ASSURANCE IN FM by chasing the sites to close Audit Action in conjunction with the Assurance Team, Run and Distribute intelligent reports to management on both Statutory and Mandatory maintenance tasks
- SUPPORT OPERATIONAL PERFORMANCE IN FM by day to day call logging (both phone and email), Aged Work Order management to ensure that we do not have any tasks over 3 months old, share best practice between the sites, be able to recognise trends and unresolved calls with the confidence to escalate and lastly identify emergency or priority tasks and contact the local sites

CHALLENGES:

- To keep knowledge current in line with changing legislation and best practice
- To build relationships with key stakeholders providing a greater level of customer service
- Prioritise and organise a range of tasks to meet required deadlines and/or expectations of managers
- Pro-actively anticipate possible problems and to propose solutions to deal with obstacles

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:

- Ability to take responsibility for situations and work tasks
- Customer focused with a high degree of professionalism while undertaking work
- Ability to work alone or as part of a team
- Ability to take a proactive approach to customer relationships, standards, continuous improvement, and management of work within a team context
- Excellent Communication Skills
- IT Literate especially MS Excel and SharePoint
- Pro-Active, flexible and willing to assist where necessary

ESSENTIAL:

- Customer focused
- Proficient in Microsoft Excel
- Analytical mind and attention to detail
- Moderate understanding of the local business context within which the FM/Estates work is carried out

DESIRABLE:

- Security Cleared
- Previous experience of working in an FM organisation
- Appreciation of Statutory and Mandatory Maintenance
- Good knowledge of SAP especially with respect to production of reports