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About the Role
This is a new and important role focused on establishing a dedicated, customer-centric helpdesk for reactive maintenance across the Grosvenor London Estate. You will be the primary point of contact for customer issues, managing each job from initiation to resolution, ensuring a seamless and high-quality service experience for premium building residents and tenants.
Responsibilities
- Act as the first point of contact for all customer reactive maintenance issues across multiple channels.
- Answer calls within three rings and acknowledge messages/emails within 15 minutes.
- Maintain ownership of jobs from initiation to resolution, acting as the customer's representative.
- Collaborate with Service Partners to prioritize jobs and exceed customer expectations.
- Accurately capture issue details, assess priority, and assign the correct service partner.
- Log jobs cleanly in Vantify, ensuring all records are accurate and up-to-date.
- Triage issues over the phone and escalate to the wider FM+ team as appropriate.
- Instruct service partners, agree on ETAs, and confirm back to the customer.
- Provide proactive and timely updates to customers, managing expectations regarding any delays.
- Confirm job completion, check customer satisfaction, and gather feedback.
- Escalate job-related issues to the line manager.
- Build relationships with customers, service partners, and the wider FM+ team.
- Hold service partners accountable for customer-focused delivery.
- Support the FM+ team in streamlining activities to increase efficiency and reduce costs.
- Provide support to the Operations team to identify fault trends and reduce future issues.
- Keep helpdesk operations manuals and standard procedures current.
- Assist in training new users of the service.
- Support helpdesk reporting on operations, compliance, escalations, and customer sentiment.
- Feed insights back into planned maintenance and lifecycle planning.
- Maintain a consistent presence during operating hours and participate in audits and quality checks.
- Follow up with customers post-completion to gather feedback for continuous service improvement.
Requirements
- Educated to GCSE standard or equivalent.
Skills
- Articulate written and spoken English.
- Ability to flex tone across SMS, email, and phone.
- Engaging and confident telephone manner.
- Comfortable with technology (CAFM systems like Vantify, CRM, Microsoft 365).
- Appetite to learn new systems like Grosvenor Connect.
- Analytical and commercially aware.
- Ability to interpret data and translate insight into practical recommendations.
- Organized with the ability to manage multiple jobs, updates, and stakeholders calmly.
- Solid understanding of building services fundamentals.
- Ability to recognize the significance of critical service failures.
- Knowledge of when escalation is required to protect service continuity.
- Discreet and trustworthy.
- Comfortable handling confidential information with care.
- Well-presented at all times.
Location
- Grosvenor London Estate
Work Type
- Full-time
Experience Level
- Not specified
Education Level
- GCSE or equivalent
About the Company
- Grosvenor is developing a dedicated, on-Estate helpdesk that puts the customer at the heart of reactive maintenance across the Grosvenor London Estate.
- The company serves customers who expect a five-star standard in premium office and residential buildings.