Job Title: Helpdesk and Billing Administrator Department : TOTALIS Maintenance Department, Belfast Reports to : Head of Department Location : Totalis Head Office Employment Type : Full-Time Background Totalis is a private company that has been delivering consistent high-quality solutions for over 20 years to clients in the UK and Ireland. Totalis has developed a one-stop shop approach for clients who require a comprehensive solution to their property portfolio. Providing high-quality solutions to Build, Fit Out and Facilities Management requirements ensures that Totalis is uniquely positioned to add value to projects of any scale. Job Summary The Helpdesk & Billing Administrator is responsible for handling incoming calls and emails from clients, accurately logging maintenance requests, coordinating with field engineers, contract managers and subcontractors, and supporting the billing and invoicing process to ensure timely and efficient service delivery. The role requires strong organisational, communication and administrative skills to manage service requests through to completion, whilst ensuring accurate financial records, invoicing and client account support. Key Responsibilities 1. Customer Communication Act as the first point of contact for clients requesting maintenance services or billing support. Respond promptly and professionally to calls and emails, gathering relevant details for service requests or account queries. Communicate service details clearly to clients, including expected timelines, billing updates and any required follow-up actions. Build and maintain positive client relationships through excellent customer service. 2. Job Logging and Tracking Accurately record all maintenance requests on the Joblogic CRM system. Assign and prioritise service calls based on urgency, location and available resources. Monitor open requests and ensure timely updates are provided to clients and management. Ensure completed jobs are closed correctly with all relevant notes and supporting documentation. 3. Coordination with Field Engineers Dispatch maintenance work orders to engineers based on location, skill and availability. Coordinate and communicate any changes or additional requirements with the field team to ensure efficient workflow. Follow up with engineers to confirm job status, timesheets and completion details. Liaise with subcontractors where required to ensure service delivery standards are met. 4. Billing and Invoicing Raise invoices accurately and in a timely manner for completed works, planned maintenance and quoted works. Ensure all billing information is supported by job sheets, purchase orders and client instructions. Process credit notes, invoice amendments and account queries where required. Assist with debt management by liaising with clients regarding outstanding balances. Maintain accurate financial records in line with company procedures. 5. Record-Keeping and Reporting Maintain accurate and up-to-date records of service requests, engineer assignments, timesheets, invoicing and completion details. Generate daily and weekly reports on maintenance call volumes, response times, job completion status and billing activity. Provide feedback to management on common issues, delays or recurring billing queries to improve service processes. 6. Continuous Improvement Identify and suggest improvements to enhance service delivery, billing accuracy and customer satisfaction. Work with operational and finance teams to implement streamlined processes. Support the development of internal systems and reporting tools. Person Specification Qualifications and Experience Essential: Previous experience in a customer service, support, helpdesk or administrative environment. Experience in billing, invoicing or accounts administration. Proficiency in using helpdesk software, ticketing systems and CRM tools. Good working knowledge of Microsoft Office Suite, particularly Excel and Outlook. Strong administrative skills, including data entry and record-keeping. Desirable: Experience in a maintenance, construction or facilities management environment. Familiarity with Joblogic or similar CAFM/CRM systems. Understanding of purchase orders, supplier invoices and credit control processes. Skills and Abilities Essential: Excellent communication skills, both verbal and written. Strong numerical accuracy and attention to detail. Ability to prioritise and manage multiple tasks efficiently. Strong organisational and time management skills. Problem-solving skills and ability to work under pressure. Good listening skills with a professional and patient approach. Desirable: Ability to adapt to new systems and technology quickly. Advanced Excel or reporting skills. Proactive approach to identifying and resolving issues. Personal Attributes Essential: Reliable and punctual with a strong work ethic. Positive, can-do attitude with a focus on excellent customer service. Ability to work independently as well as part of a team. Willingness to learn and develop skills within the role. Professional and approachable demeanour, especially when handling sensitive customer or financial matters. Additional Requirements Essential: Willingness to undergo training and continuous professional development. Flexibility to support business needs across departments where required. Benefits: Laptop Mobile Phone Paid Holidays Parking Pension Fund