Helpdesk Co-Ordinator

Job Description

We are recruiting for a Customer Service Coordinator for the OCS Helpdesk based in Manchester.You will provide a high level of Customer Service support to internal and external customers for the OCS Helpdesk, managing a high volume of transactions via various communication methods including telephony and web traffic for a facilities management Helpdeskvia a CAFM system.You will be responsible for a portfolio of high-profile clients delivering a combination of hard and soft services, providing exceptional customer service standards whilst taking full ownership of the end-to-end resolution of all query types meeting agreedSLAs & KPIs where applicable.Responsibilities will include:

• Rota loading in our time management system, Timegate, to ensure posts are filled with correctly trained and inducted security officers.
• Completing diary entries for security officers in case of annual leave or sickness to remove them from duties.
• Liaise with operational teams and suitable agencies to provide cover for security officers on leave/sick.
• Escalate issues in arranging cover following an agreed process.
• Raising of all issues, ad-hoc tasks, complaints, observations and other queries in our CAFM system, Concept Evolution.
• Updating tasks in Concept Evolution with all contacts and touch points.
• Follow an approved quotes process for ad-hoc works updating and adding detail to the task in CAFM as well as contacting relevant approvers.
• Accuracy and attention to detail are a must when both logging and raising queries which will then be referred to the appropriate resolver for action. Obtaining as much information as possible is vital when logging requests in the system.
• To update the CAFM system ensuring that there is a full history on all requests logged prior to closing these in the system. Proactively escalating and contacting service streams for updates on queries so that agreed SLAs are met.
• Maintaining the Workforce Management System (Timegate) and liaising with the Security Governance Manager and Area Manager and sites to ensure the duties, allocation and rotas are updated.
• Regularly reviewing effectiveness of resource planning.
• Designing and building schedules for assignments on a regular basis to maximise efficiency and effectiveness of resource, ensuring colleagues are aware of how many staff are required to meet the clients needs.
• Making sure all details on "Timegate" are correct and maintained to a high standard.

Qualifications & Education required.

• An excellent knowledge of Microsoft Office/Excel
• Excellent Customer Service track record
• Previous experience in a call handling environment
• Experience of managing a CAFM system an advantage
• Previous data analysis skills and good understanding of resource and resilience demands
• Knowledge of PC based rostering systems i.e Timegate or similar
• Experience in using payroll systems, ordering uniform or equipmentWhat will you get in returnAn enhanced pension scheme (above auto enrolment rates) - to save for the futureLife Assurance - to protect your family should the worst happen25 days holiday, plus 8 bank holidays on topOption to purchase additional annual leavePrivate Medical Insurance - to protect youAccess to 100s of high street discountsFinancial Wellbeing support - Access to low interest loansRecognition scheme OCS Stars- monetary rewards given to top performersTraining and Development- apprenticeships, e-learning, English as a Second Language and our award nominated Impact ProgrammeLong Service AwardsCycle to work scheme- discounted bicyclesAccess to our Employee Assistance Programme- 24-7 Health & Wellbeing SupportSuccessful candidates for this role, who meet the eligibility criteria, may have the opportunity to undertake a formal work-based training course under our commitment to personal and professional development through the Governments apprenticeship schemeWhy join OCS Group UK LtdOCS prides itself as a company with strong family values and we are passionate about hiring people who demonstrate the same.We take CARE of you; We act SAFELY and responsibly; We are TRUSTWORTHY; We work as EXPERTS. If you share these Values, we want you to be part of our team.OCS have a well-respected brand and our colleagues are empowered to be the best version of themselves. We offer job stability and are committed to developing our colleagues by offering more than just a job. We are a financially stable business who continuesto be privately owned since its inception in 1900.We reward those who demonstrate our values and since the launch of our OCS Star recognition scheme we have rewarded nearly 1,500 colleagues with monetary vouchers, certificates, and public recognition within the business.We invest and support the growth of our people and are currently sponsoring over 310 colleague