Helpdesk specialist Work, Jobs in Dudley, Wmd (with Salaries)

Customer Assurance Coordinator
Arcus FM —Redditch
- Up to £29,256 a year
- Part-time
- Writing skills
- Analysis skills
- Computer skills
- Annual leave
Quick apply
3d
First Line IT Support Engineer
GT Stewart Limited —Birmingham
- £24,000 - £26,000 a year
- Hybrid work
- Customer service
- Travel
- SharePoint
- Annual leave
- Employee assistance programme
Quick apply
Administrator
Skanska —Walsall
- Contracts
- Communication skills
- Bereavement leave
5d
Service Adviser
TECS GROUP —Burntwood
- Up to £27,000 a year
- 8 hour shift
- Microsoft Outlook
- Salesforce
- Financial services
- Annual leave
- Referral programme
Quick apply
Field IT Service Engineer
Blakemore Technical Services —Droitwich
- Full-time
- POS
- Communication skills
- Employee discount
- Life insurance
Mechanical Engineer
Equans —West Bromwich
- Full-time
- Annual leave
- Employee assistance programme
Shift Mechanical Engineer
Equans —Smethwick
- Full-time
- Annual leave
- Employee assistance programme
Technical Service Manager
Spire Technology Group Limited —Worcester
- £45,000 - £55,000 a year
- CRM software
- Azure
- Continuous improvement
- Free parking
Quick apply
Software Support I
Haemonetics Corp. —Coventry
- Full-time
- Hybrid work
- English
- Databases
- Analysis skills
5d
Estates Manager - Occupier Services
Colliers International EMEA —Birmingham
- Full-time
- Hybrid work
- Microsoft Office
- Databases
- Business development
Quick apply
Caretaker
Bellrock Property and Facilities Management —Worcester
- Computer literacy
- AI
- Communication skills
- Health & wellbeing programme
- Annual leave
Quick apply
Area Site Technician - Coventry
City Facilities Management (UK) —Coventry
- £41,324 a year
- Full-time
- Bakery

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helpdesk specialist jobs near dudley, wmd

Customer Assurance Coordinator

Arcus FM -
Redditch

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Job details

Part-time
Up to £29,256 a year
3 days ago

Benefits

Annual leave
Company pension

Qualifications

Report writing
Stakeholder liaison
Writing skills
Incident queue management
Process improvement
Incident reporting preparation
Case record updates
Microsoft Office Suite
Technical support
Analysis skills
Risk management
Technical support incident logging
Computer skills
Customer support
Customer interaction
Incident log maintenance
Communication skills
Analytics

Full job description

We are looking for a Customer Assurance Coordinator to join our Redditch team on a part-time basis, working 24 hours per week across Monday to Sunday.

This key support role is responsible for managing customer incidents and escalations, acting as a central point of contact for customers, stakeholders, and senior management. You will ensure customer requests are resolved effectively and within agreed timescales, while meeting service level agreements and delivering excellent customer service.

Communicate effectively with Senior Management and stakeholders to provide accurate and concise progress updates on escalations and incidents within the agreed service levels, both verbally and in writing.
Identify risks and resolutions, keeping the customer and business updated and retail stores trading.
Support the Senior Management Team in the identification of areas for improvement.
Responsible for tracking escalations through to resolution, updating the FM Helpdesk systems with clear and concise notes.
Ability to lead Senior Management calls, instilling confidence that the Customer Assurance Team will effectively resolve and communicate any issues or concerns.
Drive the performance of contractors in line with company KPIs and SLAs.
Provide technical or specialist support to the FM Direct Team and wider business across a variety of disciplines.
Responsible for the management, collation, and distribution of daily, weekly, and ad hoc Customer Assurance reporting.
Complete incident reporting and communication of these incidents to Senior Management. Proactively liaise with contractors to ensure potential trade loss is minimised and operations are restored as soon as possible.
Provide a proactive approach to the analysis of high-level issues and recommend systemic and process changes to improve the customer journey. Have the knowledge and experience to understand and make sense of complex data.
Accurately record information in all Arcus systems, making effective use of technical triaging to assist in allocating work orders right first time, ensuring client notes are updated at every contact.
Liaise effectively with the engineer population and field management team to ensure all scheduled works are adhered to and completed within set service level agreements.
Manage workload according to business needs and prioritise critical duties efficiently whilst communicating identified risks effectively.
Report incidents effectively in line with our contractual obligations to clients.
Contribute to the development and implementation of robust FM Direct team processes to ensure that a high-quality service is provided to both internal and external customers.
Communicate effectively with Senior Management and stakeholders to provide accurate and concise progress updates on escalations and incidents within the agreed service levels, both verbally and in writing.

KNOWLEDGE AND SKILLS

GCSEs (Grade C/4 or above) in English and Maths
Customer-focused with excellent communication skills
Strong IT skills, including Microsoft Office
Highly organised with excellent attention to detail
Able to prioritise workloads and meet deadlines in a fast-paced environment
Strong listening, problem-solving, and analytical skills
Confident working independently and as part of a team
FM or support services experience desirable, but full training will be provided
Ability to understand complex information and anticipate risks and outcomes

When you join us, you’ll receive:

Salary: Up to £29,256 per annum (pro rata), depending on experience.
4% bonus, subject to achievement of targets
25 days annual leave + Bank Holidays.
Group personal pension scheme of matched contributions between 5% and 6%
Life Assurance
Funded Training Sponsorship Scheme
Discounts, vouchers, and financial aid programs

Don’t miss out on this great opportunity, apply today by clicking on the ‘apply’ button.

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helpdesk specialist jobs in dudley, wmd

Customer Assurance Coordinator

First Line IT Support Engineer

Administrator

Service Adviser

Field IT Service Engineer

Mechanical Engineer

Shift Mechanical Engineer

Technical Service Manager

Software Support I

Estates Manager - Occupier Services

Caretaker

Area Site Technician - Coventry

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