Helpdesk Operative

Key Responsibilities

Helpdesk

Manage and operate the Helpdesk for commercial and residential occupiers, logging, tracking, and resolving requests in line with SLAs.

Act as first-line support, handling enquiries professionally, escalating issues where required.

Maintain accurate customer and property data in line with GDPR requirements.

Monitor Helpdesk performance, identifying trends and opportunities for service improvement.

Prioritise requests with the customer service team to minimise disruption to occupiers.

Provide clear, proactive updates to occupiers on request status, delays, and next steps.

Build strong relationships with occupiers, understanding their needs across commercial and residential settings.

Liaise with internal teams, managing agents, contractors, and suppliers to ensure timely and high-quality resolution.

Contribute to continuous improvement of Helpdesk systems, processes, and customer experience.

Business Support

Manage and accurately document approved business orders.

Support the Management Team with wellbeing and culture initiatives.

About You

Communication and interpersonal skills, with a customer-focused approach.

Organisational, time-management, and problem-solving abilities.

Ability to manage multiple priorities in a fast-paced environment with attention to detail.

Confident handling customer queries, complaints, and disputes calmly and professionally.

Proactive, adaptable, and eager to learn and develop.

Comfortable working independently and collaboratively within a team.

Good administrative skills and working knowledge of Microsoft Office.

Strong written and spoken English.

Knowledge & Expertise

Analytical and organised, with the ability to work under pressure.

Flexible, self-motivated, and positive toward change.

Team player with the ability to prioritise and multitask effectively