Facilities Helpdesk Coordinator
Facilities Helpdesk Coordinator
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1 Vacancy
Job Description
Company Overview
Ocasa is not your typical property management company were redefining how residential properties are managed in the UK. Established to oversee a private investment funds residential portfolio we focus on delivering exceptional experiences to residents living in our highquality yet affordable homes.
As a forwardthinking company were continuously innovating streamlining processes and embracing smarter ways of working. We actively encourage our team members to bring new ideas to the table and we take suggestions seriously. Now is the perfect time to join us on our exciting journey of transformation and become part of a company that thinks differently values your perspective and welcomes your contribution. At Ocasa your ideas will help shape our future.
Role Overview
As a Facilities Helpdesk Coordinator you will report to theFacilities Helpdesk Team Leader andworkdirectly with our Operations team to keep our maintenance helpdesk running smoothly and efficiently. Within this function youll play a key role in delivering prompt and reliable support helping to create a positive experience for our tenants.
Key Responsibilities
- Act as the first point of contact for allresidentmaintenance queries via phone email and the resident portals managing helpdesk traffic to ensure timely responses
- Facilitatethe endtoend process of all maintenance queries from ticket received to job completion and close on the companys CAFM platform in line with company service level agreements
- Using our maintenance supplier list identify and assign appropriate contractors and external vendors to maintenance jobs while continuously monitoring their performance and quality of service
- Maintain administration systems to record maintenance operations including contractors used additional works performance monitoring and complaints log
- Build strong working relationships withexternal maintenance vendors and contractors
- Ensure invoices are processed efficiently in accordance with workflows
- Ensure maintenance system workflows are updated accurately reflecting progress and completion of works
- Drive customer service excellence through your communication with our residents keeping tenants up to date with maintenance progress and ensuring they always receive a positive experience
- Ensure all health and safety and compliance documentation is updated following works
- Support the Facilities Helpdesk Team Leader with collating Helpdesk reports andprovide general administrative support to the Facilities Management team
- Contribute to companywide projects and suggest ideas to improve our ways of working
Experience and Qualifications
- Previousadministration and customer service experience ideally coordinatingcompany processes from end to end
- Excellent IT skills confident using inhouse systems and data entry
- Exceptional customer service and communication skills(written and verbal)and a genuine desire to deliver a greatresidentexperience
- Knowledge of the resident lifecycle and recurring queries and issues that may arise is desirable
- Ability to effectively manage time and workload successfully multitask and meet deadlines
- A confident selfstarter ability to work alone and within a team
Company Benefits
- Enhanced Pension
- 25 days annual leave plus UK bank holidays
- Your birthday off
- Time off to move home
- Life assurance
- Group Income Protection
- Private healthcare via Bupa (taxable benefit)
- Commitment to your learning and development
- Employee wellness resources and events
- Employee Assistance Programme
- Regular team building events
Our Values
We have built a business to be proud of and our values are key to our ongoing growth. As well as showcasing your relevant skills and experience we would like candidates who are interested in joining us to demonstrate how they incorporate our values in their ways of working.
Considered
We recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others.
Principled
We believe in doing the right thing and we hold our principles closely in everything that we do.
Empathetic
Empathy is key to creating a culture thats open supportive and kind. Whether its working with colleagues residents or external parties we treat everyone with empathy.
Knowledgeable
We hold ourselves to a high standard every member of the Ocasa team is an expert at what they do.
Additional Information
The successful candidate must by the start of the employment have permission to work in the UK.
We require all candidates that have been offered employment with us to complete a background check that will include eligibility to work in UK employment referencing DBS check and depending on the role further checks may need to be conducted.
We know that to be truly innovative we need to have a diverse team. That is why Ocasa Homes is committed to creating an inclusive environment and is proud to be an equal opportunities employer.
We will make reasonable adjustments to our recruitment process to ensure that you have the best chance of success. Please contact our People team to discuss how we can support you:
Required Experience:
IC
Employment Type
Full-Time
