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Job Title: Helpdesk Coordinator

Reports To: [Helpdesk Manager/Supervisor]

Location: [Aquevo - operations office , New Barn Redhill Maidstone ME18 5NN]

Job Type: [Full-Time/Contract]

Role Overview

The Helpdesk Coordinator will play a pivotal role, joining the current helpdesk team in ensuring the smooth and efficient operation of the engineering team. This individual will be responsible for managing engineers’ daily schedules, tracking their progress to ensure timely arrival at jobs, and verifying the satisfactory completion of tasks.

Additionally, they will oversee the proper handling and uploading of job details on client portals, communicate updates to clients, and address any additional administrative or operational tasks as needed.

Key Responsibilities include and are not limited to;

1. Engineer Scheduling and Monitoring:

• Plan and manage daily diaries for engineers to ensure optimal use of time and resources.

• Monitor engineers’ routes and progress to confirm they are on schedule for each job.

2. Job Completion Management:

• Verify that all jobs are completed to a satisfactory standard.

• Ensure jobs are properly updated and completed on relevant client portals.

3. Client Communication:

• Provide clients with timely updates on job progress and completion.

• Handle client inquiries related to ongoing or completed jobs in a professional and prompt manner.

4. Portal and Documentation Management:

• Upload job details, reports, and completion statuses to client portals accurately and promptly.

• Maintain organized records of job updates, engineer schedules, and client communications.

5. Problem Resolution:

• Proactively identify and resolve issues related to scheduling, job completion, or client concerns.

• Escalate complex problems to management when necessary.

6. Administrative Tasks:

• Perform additional administrative or operational tasks as assigned.

• Support the engineering team and management with ad hoc duties as required.

Key Skills and Qualifications

• Experience: Previous experience in a helpdesk, coordination, or administrative role is preferred.

• Communication: Excellent written and verbal communication skills to interact with clients and team members effectively.

• Organization: Strong organizational and multitasking abilities to manage schedules and multiple tasks simultaneously.

• Technology Proficiency: Competent in using scheduling software, client portals, and Microsoft Office Suite.

• Problem-Solving: Ability to quickly assess and resolve issues with minimal supervision.

• Attention to Detail: Ensures all tasks are completed accurately and thoroughly.

• Teamwork: Capable of working collaboratively with engineers, clients, and management.

Key Performance Indicators (KPIs):

• Timely scheduling and updates for all engineers.

• Accurate and prompt job completion on client portals.

• Positive feedback from clients regarding communication and job updates.

• Minimal scheduling conflicts or delays in engineer workflows.

This role offers an exciting opportunity to contribute to a dynamic team and ensure operational excellence. If you’re an organized, proactive, and communicative professional, we look forward to your application.

Job Types: Full-time, Permanent

Pay: £25,500.00-£29,500.00 per year

Additional pay:

• Bonus scheme
• Commission pay
• Performance bonus
• Tips

Benefits:

• Company pension

Schedule:

• Day shift
• Monday to Friday
• Overtime

Education:

• A-Level or equivalent (preferred)

Experience:

• Office: 1 year (preferred)
• Microsoft Office: 1 year (preferred)

Location:

• Maidstone ME18 5NN (preferred)

Work Location: In person

Reference ID: Helpdesk - Quotes Department
Expected start date: 20/01/2025