Key Responsibilities

The role is to support the query manager with Zendesk triaging of both initial inbound utility queries, and answering and solving the queries within agreed SLAs. There is a further task to work with the wider teams to identify patterns and help implement process changes to reduce the number of queries that are received, either by effective communication, automation or proactive actions. This has the potential to be a varied role with involvement in most aspects of the utilities and energy management service.

• Working closely with the Query Manager to ensure that we are effectively managing and answering the Zendesk help desk tickets.
• Assist with the triaging of Zendesk Tickets, following rules for prioritising tickets and including managing the awaiting information and other triaging queues.
• Review (left hand side) ticket field data omissions within Zendesk and ensure these are completed.
• Reduce the volume of tickets by solving tickets and quick wins at point of triage. This covers all aspects of our service to clients.
• Where a general query is received, manage and resolve the query to conclusion.
• Where a query involves a number of issues that would need to be resolved by a number of different teams, keeping track of these and escalating to the relevant manager where appropriate.
• Help identify, manage and put together processes for queries that may currently sit outside the usual remits of the teams.
• Assist with reporting from our Zendesk software, and cross reference against other sources of information to identify trends and areas of potential improvement.
• Use the query system reporting tool to look for patterns and insights into incoming tickets.
• Assist with ongoing maintenance and development of Zendesk setup and the reporting tool, Explore.
• Assist with other projects from time to time such as work sprints and data cleanses. However the ultimate priority is supporting the Query Management function
• Ability to utilise all systems available to Savills Energy (internal: Zendesk/Explore, Optima, Compass, DCS, PMDATA, Asana, Proactis, SSRS) (external: ECOES, DC/DA, DNO, supplier portals etc)
• Assist with record keeping, including filing of emails.
• Be a go-to person if someone needs assistance with using Zendesk or answering general queries.
• Look for continuous improvements within Zendesk and processes within the department.
• Plan and organise workload to ensure deadlines are met.
• Maintain a high level of professionalism when dealing with clients and colleagues.
• There will be a need to be curious and have detective skills.

You may be required at times to work on other projects that arise. Specific training will be provided before commencement of your involvement of any project.

Key Skills

This person must be able to work to tight deadlines, Ability to cope with high work volumes, Demonstrate ability to prioritise, effective time management skills required, Team Player, Excellent csutomer service/communication skills (both written and verbal).

Team Overview

The Cardiff Energy Team provides a Procurement and Bureau service to Savills Property Management Division clients. The role is based in the Cardiff office and you will be part of our Client Management team. This team is responsible for identifying and implementing improvements for the business to be more effective and to improve the experience of those who interact with us, be it colleagues, customers or suppliers. You will report on a day-to-day basis to the Zendesk Query Manager.

Savills employee offer