Role Overview
The Cardiff Energy Team provides a Procurement and Bureau service to Savills Property Management Division clients. The role is based in the Cardiff office and although will report into the Operations Department will be a fundamental role across the whole of Savills Energy.The role is to manage the triaging and general non-specialist/Non AM query management of our “Zendesk” help desk tickets, working alongside and collaboratively with all teams within Savills Energy.
The role is to support as and when required the query manager with Zendesk triaging the initial inbound queries, ensuring that the ticket is allocated to the relevant support team with the relevant information highlighted to make it as easy as possible for the assignee to deal with. There is a further task to work with the business improvement team and our customer service teams to identify patterns and help implement process changes to reduce the number of queries that are received, either by effective communication, automation or proactive actions. This has the potential to be a varied role with involvement in most aspects of the utilities and energy management service.
Key Responsibilities
• Work closely with Heads of Department to ensure that we are effectively managing the Zendesk help desk tickets.• Assist with the triaging of Zendesk Tickets, following rules for prioritising tickets and including managing the awaiting in...