The Role
You will be the first point of contact for staff and customers, reporting building defects, or problems with support services within council buildings. The role involves prioritising calls, collate relevant information and liaise with internal teams, or external suppliers to ensure each problem is resolved.
You will also be expected to manage the processes from inception to completion.
The Requirements
You must be able to handle a constantly changing flow of work, multi-tasking during busy times, and remaining productive during quieter periods. Good communication skills especially on the telephone are essential.
You should also be familiar with Microsoft office software and have an understanding of the role facilities management has in delivering support services.
Responsibilities
This is a key customer service and support role. In addition to being the first point of contact for the Corporate Facilities Management team, you will be expected to accurately record all contacts details and issues raised by clients.
You will ensure accuracy of issues raised, establishing correct priorities on the helpdesk software, keeping track of performances by the approved suppliers.
The Individual
You must be able to work as part of a team, yet able to work alone when required. Be well-organised and self-motivated. You will have a calm, friendly, helpful attitude with good problem-solving skills.
You must be willing to work a weekly rota shift pattern, ensuring the help desk is operational between 8am and 6pm Monday to Friday
You’ll have good general knowledge of the kinds of problems that can develop in corporate buildings and the experience to deal with them in an efficient and customer-friendly way.
Experience of working in an organisation where people carry out many different types of roles is important.
Additional Information
It is essential that you attach a supporting statement to demonstrate clearly and concisely how you meet each of the criteria of the person specification in the job description. If you do not address all the criteria fully, you will not be shortlisted. Please give specific examples wherever possible.
Interviews will take place on week commencing 12th April 2010. |
