Helpdesk Contract Administrator
Customer Engagement & Support
* Engage with clients to understand their facilities management needs and allocate appropriate resources.
* Manage inbound calls and emails, logging all details accurately in the JobLogic CRM system.
* Provide updates to clients regarding the status of their requests and planned works.
* Ensure service level agreements (SLAs) are adhered to and escalate issues where necessary.
Job Management & Scheduling
* Schedule reactive and planned maintenance jobs using JobLogic.
* Coordinate with engineers and subcontractors to ensure timely attendance and job completion.
* Update job records in JobLogic with real-time information on progress and completion.
* Monitor outstanding jobs and proactively communicate with stakeholders.
CRM & Administrative Duties
* Maintain accurate client and job information in JobLogic.
* Generate reports from JobLogic on job status, SLA compliance, and customer satisfaction.
* Assist with the administration of compliance documentation and service reports.
* Identify system improvements and assist with CRM system enhancements.
Team Collaboration
* Work closely with operational teams to ensure service delivery excellence.
* Participate in team meetings and share best practices for customer management.
* Support colleagues during busy periods to maintain service continuity.
* Provide mentorship to new team members on the use of JobLogic and helpdesk processes.
Qualifications & Skills
* Experience working on a busy facilities management helpdesk.
* Proficiency with CRM systems, preferably JobLogic.
* Excellent communication and customer service skills.
* Strong organizational and problem-solving abilities.
* Ability to multitask and prioritize in a high-pressure environment.
* Proficient in Microsoft Office Suite (Teams, Word, Excel, Outlook).
* Flexible and adaptable to meet changing operational needs.
* Team player with a proactive attitude towards continuous improvement.
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