Helpdesk Administrator

Respond to job requests and queries via phone, email, and customer portals. * Upload customer work orders to the Job Watch system. * Accurately log tasks onto the help desk system in a timely manner giving the appropriate priority level and liaise with resource planning in order to assign to an operative. * Assess all Waste and Clean requests from existing customers and provide quotations and pricing for completing the jobs in question. * Ensure all new customer enquiries are correctly processed by working with the Commercial, Operational and Resource Planning teams. * Be polite and professional to internal and external customers, clients, and colleagues. * Build a rapport with all customers to ensure confidence in the delivery of services. * Ability to deal with enquiries and quotations in a proactive and efficient manner. * Respond to customer enquiries and calls aiming to answer all calls within the agreed time. * Keeping all customers fully aware of the progress of their request and any potential delays. * Communicate with operatives to deal with any issues in the delivery of the services. * Assist the commercial team in ensuring that all jobs are booked onto the system correctly. * Providing a comprehensive handover to other colleagues and/or out of hours teams. * Liaise with sub-contractors and third-party suppliers with customer job details. * Provide customers with accurate quotations based on company approved rate cards. * Improve customer support by actively responding to queries and handling complaints. * Ensure that all customer data is correctly captured on the system to enable correct billing. * Work closely with Finance on billing and invoicing enquiries to resolve queries/complaints. * Supply customers with specific solutions and specialist advice on service options. * Liaise with the Sales Team with regards to new customer requirements and enquiries. * Monitor ongoing works and request uplifts and obtain PO’s to reflect all job requirements. * Ensure all new customers data is set up correctly on the Job Watch system with billing/delivery addresses. * The key relationships are internal departments such as Sales, Finance, Operations, SHEQ and external clients/customers

Location: M3, Manchester, GB

Posted Date: 7/14/2025