We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you’re in. Because every role plays a part in driving us further. And everyone can be the change. That’s how deliver value for our customers, and building systems that lead the way
And as a FM Helpdesk Operator with Bellrock, you’ll do it by
Ensure all calls to the FM Help Desk are answered within 10 seconds.
Ensure all requests are logged accurately on the CONCERTO system against the correct job type and service category.
Ensure requestor is issued a call reference number either over the phone or via email.
Ensure requestor is informed of course of action to be taken either at the time of the call or at the least, within 10 minutes of taking the call, 20 minutes of receiving the emails and 30 minutes of receiving the voicemail.
Ensure voicemail messages are monitored and actioned as required.
Ensure all requests are assigned and issued to the correct contractor with enough information for the request to be carried out.
Ensure all communications have been passed on through contractors and requestors.
Ensure all procedures are followed and updated accordingly.
Ensure outstanding FM Help Desk requests are followed up with the appropriate contractor.
Ensure requestor is updated on progress if unable to meet the response time issued.
Ensure requestor is informed of closure of request once completed either over the phone or via email.
Assist the FM Helpdesk Deputy Manager with new starters in the training and supporting programme when required.
What does it take?
If you’re ready to be the energy that helps us build our business, share our success, and really own it as a FM Helpdesk Operator, you’ll need
- Demonstrate Teamwork, responsibility, problem solving and communication.
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Demonstrate good time keeping.
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Good organisational skills.
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Demonstrate efficiency in computer programmes, such as Outlook, Google Chrome, and other helpdesk programmes.
AI fluency & learning mindset: We are looking for people who actively use AI in their daytoday work, demonstrate strong curiosity about new technologies, and take ownership for continuously improving how they think, work, and deliver.
