The role
Responsible for the day-to-day delivery of an effective help desk service to a wide range of internal and external customers.
Responsibilities
• Provide best in class customer service to internal and external customer base
• Maintain regular and effective communication with clients and tenants
• Maintain regular and effective communication with internal colleagues in Property Management, support functions and the wider Real Estate business
• Monitor works conducted/service provided by suppliers
• Measure and report supplier performance against agreed SLAs
• Attend supplier meetings representing help desk function
• Prepare reports for a variety of stakeholders
• Ensure compliance with all internal procedures and policies – e.g. Procurement, Finance, Compliance, HR
• Update the database to ensure currency
• Ensure all relevant work requests received are logged correctly and timelessly, then transmitted to the correct supplier, and that follow ups are conducted as appropriate
• Complete administrative tasks as required to include use of systems, filing, inventory management etc.
• Ensure Helpdesk is switched to the out of hours supplier on a daily basis
• Assist the Helpdesk Team Leaders and Business Support Manager as and when required
• Carry out any other additional duties as required, or directed by the PM management team
Person specification
Qualifications/Key Skills
• GCSE level education (or equivalent standard), which will include English and Mathematics qualifications.
• Managing Safely - accredited by IOSH or prepared to gain this qualification within 12 months
Experience
• Previous experience in a similar role
• Understanding of commercial leases and the landlord and tenant relationship
• Understanding of service charge budgets and accounting principles
• Good health and safety and environmental knowledge
• Good mechanical and electrical services knowledge
• Excellent English language skills – both written and spoken
• IT literate – MS Office at intermediate level and other relevant software (e.g. QFM) at a level to undertake the role satisfactorily
We are proud to offer award-winning benefits to support and reward our employees:
• Heath & Leisure: Private medical cover, 25 days annual leave + public holidays (the option of purchasing up to 5 additional days via flex benefits), health screening, gym discounts, wellbeing support, volunteering opportunities, cycle to work scheme, eye care voucher, travel & retail discounts, travel insurance, concierge service, kids pass, open fairways golf card, great company culture and social events (including sports teams, charity events, art pass), perks at work
• Financial: Pension, life assurance at 8 x basic salary, group income protection (long term disability insurance), interest free season ticket loan, bonus scheme - you will be eligible to participate in the Company’s Bonus Scheme, share incentive plan, financial and mortgage advice
BNP Paribas Real Estate is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.
