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Helpdesk Coordinator

East Midlands

TCL Group understands it is their people who push the business forward every day; it is their commitment, vision and attitudes that make the company a success. It is for this reason that TCL Group prides itself on the quality of its colleagues.

We are currently seeking a Helpdesk Coordinator for our Burleys helpdesk team, based at our Head Office in Little Eaton to support the Customer Services Manager through liaising with customers and site teams to ensure a high standard of customer service, provide satisfaction to our clients, provide contract retention and drive ad hoc sales.

Key Responsibilities

· Handle enquiries; deal efficiently and effectively with customer and site team requirements, ensuring all administration work is completed.
Person Specification
Key Performance Indicators:
The above duties are not exhaustive, and the company may require the job holder to undertake additional duties in line with the role.

  • Arrange call out jobs within a timeframe specified by the client and provide updates of progress.
  • Liaise with in-house teams and sub-contractors to deliver work within specification and budget.
  • Maximise additional sales by seeking proactive opportunities from site inspection reports and customer requests for ad hoc sales.
  • Maximises sales opportunities from seasonal campaigns such as gritting by contacting the existing client base.
  • Work closely with KAMS in generating opportunities with new & existing clients
  • Works to performance targets, relating to cost, profit, productivity, safety, quality and other measures of service performance required by customers and reports on performance.
  • Plan and prioritise work activities according to contract requirements, scheduling works on a ‘task list’.
  • Source quotes for sub contracted works, ensuring costs are competitive and customers receive a quality service.
  • Liaise on a daily basis with customers, reporting observations raised by the site teams and promote the services available through Burleys.
  • Work within the health and safety processes for the Helpdesk team and reports any areas of concern to the Customer Services Manager.
  • Escalate customer complaints within timeframe KPI, communicate with appropriate personnel to resolve effectively and keep client updated.
  • Ensure a high standard of customer communication, written and verbal, remaining polite and professional at all times. Communicate all customer feedback to the Customer Services Manager, monitoring customer comments and complaints for trends and patterns.
  • Carries out any ad hoc duties as requested.
  • The job holder will have a background in customer service, contract management and sales generation.
  • Good working knowledge of Microsoft applications such as Outlook, Word & Excel.
  • Great attention to detail
  • Excellent communication skills and strong telephone manner.
  • Works well under pressure and used to working to tight deadlines.
  • Friendly personality and team player
  • Contract retention
  • Client satisfaction
  • Achieving and exceeding sales targets
  • Meeting quality standards

How to apply

If you are interested in this role and feel that you have the right skill, please email a copy of your CV along with a covering letter to Audrey Howarth, Interim Customer Services Manager at AHowarth@gburley.co.uk