Helpdesk Coordinator - Kings Cross Estate

Purpose of the Role

• King’s Cross’s ambition, is to be a global exemplar of progressive city life. To achieve this, we have created the Culture House, which outlines our ambition, how our teams will embody it, and the four pillars guiding our work: People, Planet, Performance, and Progress.
• Our occupiers demand the highest levels of customer experience and the Helpdesk and CaFM, where operational service requests are logged, acknowledged, managed and resolved plays a crucial role in delivering in line with the Vision and Values of the Estate.
• This is a crucial customer service focused role for our occupiers and an opportunity to assist with the high demand of expectations. We are seeking a skilled, experienced helpdesk coordinator with phenomenal organisational skills and an excellent communicator in both verbal and written formats.
• By delivering world class operational performance to our occupiers via a highly efficient Helpdesk operation we will further enhance the investment value of the Estate.

Key Responsibilities

• Assisting the Helpdesk Manager with frequent and open communication and reviewing of the Helpdesk and CaFM system.
• Covering Helpdesk Manager in periods of absence from the office.
• Attending occupier meetings ensuring minutes and notes are documented to a high standard and actions are completed within a timely manner.
• Ensure that good relations with all key stakeholders are established and maintained.
• Support the KCES team maintaining the highest standards of service delivery encompassing innovation, sustainability, and customer focus.
• Promote and provide exceptional levels of customer service to the KX Occupiers
• Promote the recognition of excellent performance of contractors or service partners throughout Kings Cross
• Develop and maintain a productive and professional working relationship with appropriate occupier representatives and all key internal/external stakeholders.
• Work with the service partners and other Savills colleagues who may interact with the occupiers to ensure a consistent approach to communication is used. This should include the method of communication used, tone, content, and language as agreed by the property manager.
• Actively engage with wider Savills property team to ensure that we stay abreast of industry trends, drive innovation and operational excellence across the estate
• Drive the KCES vision and values ensuring that they are fully integrated into all of the building services.
• Develop and nurture an effective professional relationship with Service Partners driving performance; monitoring SLAs and KPIs to deliver excellent service for customers.
• Ensure a self – motivated and can-do attitude is promoted within the team.
• Ensure a methodical, measured approach is promoted and encouraged throughout the team when resolving issues.
• Maintain the highest standards of service delivery encompassing innovation, sustainability and customer focus.
• Monitoring of the Service Desk (Cureoscity) and Vantify (Elogs) system to monitor the updated business process and make sure agree business process are followed by Occupiers and KCES team
• Provision of regular updates to occupiers as required, where needed chasing service providers for updates and subsequently closing out tasks with meaningful comments.
• Sole management of closing out jobs remaining on our old system Vicinitee.
• Monitoring and managing the Vantify team when escalating job.
• Assistance with Investigation into re-occurring and/or persistent repairs and maintenance issues.
• Working with the business and third parties to make improvements to systems and processes to drive efficiency.
• Develop a practical working understanding of the key technical, building, fabric, specialist stakeholders and supply chain to ensure faults or conflicts can be escalated and resolved in a timely manner
• Have a working knowledge of correct procedures relating to work permits, occupier fit outs, landlord works. Understand when additional assistance/ sign off is required by senior and/or specialist professionals.
• Support the delivery of Health and Safety policy and standards.

Skills, Knowledge and Experience

• Proficient in the use of Outlook, Word, Excel, Access and PowerPoint. Excel skills to include basic functions, v-lookups, etc.
• Experience of using and managing Cureoscity and Vantify (Elogs) system and experience using a Property Management App or Tool beneficial.
• CAFM system training desirable.

Experience

• Demonstrable experience of a similar role in a helpdesk environment, with high quality service standards.
• Experience of implementing change including developing processes, identifying and acting on continuous improvement opportunities
• Well-developed communication skills enabling the individual to work with Senior Managers, clients, suppliers, and staff of all levels and abilities.
• Data production and analysis skills
• Able to co-ordinate resource appropriately to respond to changing priorities and targets
• Excellent command of the English language demonstrated through good verbal and written communication.
• Must be detailed, (conscientious) , accurate and methodical in approach.
• Great at Prioritising
• Strong organisational and communication skills
• Able to work systematically and use own initiative.
• Able to work on multiple tasks at any given time.
• Must demonstrate strong interpersonal skills and be able to work as part of a team as well as independently.

Character

• Must demonstrate a strong sense of customer focus, promote a sense of team spirit and good morale within the team.
• Dedicated and takes ownership.
• Have a positive attitude.
• Patient
• Starter completer
• Reliable, able to complete work within required time frame and manage own deadline requirements.
• Calm manner able to work under pressure and against rapidly changing demands and priorities.
• Able to work as part of a multi-disciplinary team, providing support to other areas of the business on occasions, as required.
• Able to communicate at all levels

Working Hours - 09:00 – 17:00 Core Hours. This is a site-based role.

Salary - £35k

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Please see our Benefits Booklet for more information.