The Role * Answer all incoming calls and email promptly, confidently and professionally in accordance to call handling and quality targets. * Accurately process reactive, planned and statutory compliance tasks. * To action reactive requests from our client base and log all requests on our in-house computer system. * To liaise with site-based engineers and field based facility managers to action requests as necessary. * To liaise with sub-contractors to attend site to repair faults and raise appropriate purchase orders as required. * To be proactive in ensuring that all requests are completed within a reasonable time frame and that the correct process flow has been adhered to. * To be proactive in chasing job closures for client sites and to close down reactive requests that have been completed by our internal resources and sub-contractors. * To ensure that timeframes are adhered to in relation to service level agreements. * To review all data on our in-house computer system and be proactive in ensuring that the data is updated as required. * To be responsible for own suite of clients and ensuring that all operational and financial procedures are adhered to. * To carry out administrative tasks involved in setting up new supplier/contractor accounts. * To promote good relationships with contractor/supplier contacts and site personnel and to project a professional image of Avison Young at all times. * Provide administrative support to the Field Based team of Mobile Facility Managers. * Manage own workload whilst meeting deadlines. * General filing duties (electronic or manual) including the requirement that the filing system be neat and tidy to aid speedy retrieval of any information. * Commitment to continuous service Improvement to improve end to end processes and service levels. Technical Skills * Proficient in Microsoft Office Information Technology software (Word, Excel and PowerPoint) is essential. * Previous experience of using a CAFM system is desirable. Core Skills It is essential for the right candidate to: * Exceptional verbal and written communication skills. * Be organised and able to multi-task. * Accuracy, flexibility and ability to problem solve will be necessary in this role. * Focused on delivering high-quality service with keen eye for detail. * To be customer focused and ability to demonstrate empathy. * Self-motivated, thrive under pressure with strong computer literacy in this role. * Be able to work under pressure. * Effective team member with supportive and collaborative approach. Experience * A minimum of one year experience working in a help desk environment is desirable. * Working experience in a customer focused setting is essential. * Strong telephone communication skills