Helpdesk Operative

Helpdesk

• Manage and operate the Helpdesk for commercial and residential occupiers, logging, tracking, and resolving requests in line with SLAs.

• Act as first-line support, handling enquiries professionally, escalating issues where required.

• Maintain accurate customer and property data in line with GDPR requirements.

• Monitor Helpdesk performance, identifying trends and opportunities for service improvement.

• Prioritise requests with the customer service team to minimise disruption to occupiers.

• Provide clear, proactive updates to occupiers on request status, delays, and next steps.

• Build strong relationships with occupiers, understanding their needs across commercial and residential settings.

• Liaise with internal teams, managing agents, contractors, and suppliers to ensure timely and high-quality resolution.

• Contribute to continuous improvement of Helpdesk systems, processes, and customer experience.

Business Support

• Manage and accurately document approved business orders.

• Support the Management Team with wellbeing and culture initiatives.

• Communication and interpersonal skills, with a customer-focused approach.

• Organisational, time-management, and problem-solving abilities.

• Ability to manage multiple priorities in a fast-paced environment with attention to detail.

• Confident handling customer queries, complaints, and disputes calmly and professionally.

• Proactive, adaptable, and eager to learn and develop.

• Comfortable working independently and collaboratively within a team.

• Good administrative skills and working knowledge of Microsoft Office.

• Strong written and spoken English.

• Analytical and organised, with the ability to work under pressure.

• Flexible, self-motivated, and positive toward change.

• Team player with the ability to prioritise and multitask effectively.