[ref. w55201816] Nottingham - Helpdesk coordinator

As a Helpdesk Coordinator, you will be responsible for providing exceptional customer service and business support in order to contribute to the continued growth and success of the business.

• Manage system as key user on site including PPM records, reactives and reporting.
• Answer calls/email for the business in a timely fashion
• Ensure all reactive requests raised on the helpdesk have the correct priority/engineer assigned.
• Ensure communication is maintained throughout reactive job life between Facilities Team and end user(s). Where possible, apply and make calls over the phone without requirement for assignment
• Where required, review Subcontractor performance and feedback through appropriate systems (e.g. Ariba) with assistance from Contract Support.
• Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.

• Collate and process timesheets and expenses weekly in the absence of Contract Support.
• Communicate effectively and build/maintain relationships at all levels with internal and external customers.
• Attend and participate in any relevant training courses.

Contract:

• Alongside, Contract Support assists with the monthly customer report.
• Provide comprehensive reports relating to all jobs raised through the system.
• Analysis and comprehension of reports relating to systems.
• Monthly update of Client specific Metrics/Forecasting Model in the absence of Contract Support.
• Logging hazards & customer feedback on the QHSE Management Portal
• Perform any other duties or responsibilities as requested by the CM or Management Team.

Finance:

• Understand procedures and processes and operate them to the required standard.

Examples of these are:

1. Obtaining supplier quotes and uploading onto the internal system for client approval.
2. Arranging agency cover & submitting hours on portal.

• Updating the Performance Portal as and when required.
• Be a financial and operational systems champion. Suggest efforts to put in place cost-saving opportunities to maximise customer and financial savings targets.

• Review processed invoices and ensure accurate cost centre coding. Coordinate the billing application, calculating margins, raising invoices, and submitting them to clients. Work closely with site teams and head office, ensuring accurate processing of quotations and purchase orders.
• Review and approve maintenance billing invoices and projects as per contracted agreements. Ensure consistent delivery of core operational and financial outputs on the account.
• Respond to enquiries on financial reports for Accounts Receivable, Payable, and open POs.
• Deliver monthly reporting support on contracts and Business Unit Reviews.
• Assist in ensuring compliance with Health & Safety requirements, including HSE reporting and promoting a safe work environment. Maintain QHSE documentation and ensure it is available using company systems.
• Gather and analyse data to identify and solve complex problems that arise with little or no precedent. May recommend new techniques.
• Impact own team and other teams whose work activities are closely related.
• Suggest improvements to existing processes and solutions to improve the efficiency of the team.

Person Specification:

Customer and team focus - Puts customer and team needs first; always considers the impact of their actions

Uo to £28k DOE

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

#4659235 - Sara Richmond